Manager, Customer Success (B2B Retention) at Reliance HMO – Apply Now

• We are looking for a strategic and relationship‑focused Manager, Customer Success to lead and grow Reliance Health’s partnerships with our B2B clients. 
• The ideal candidate will bring strong experience in client relationship management, team leadership, and data‑driven decision‑making, with a passion for ensuring that business customers derive maximum value from our health plans.
• This role is perfect for someone who is both people‑oriented and analytical, thrives in a dynamic environment, and is committed to delivering exceptional client experiences that drive retention and growth.

Responsibilities

As the Manager, Customer Success (B2B Retention), you will:

Drive customer success and retention:

• Build and run customer success strategies that improve satisfaction, deepen loyalty, and reduce churn across our large enterprise accounts.
• Proactively check in with clients to understand their needs, resolve issues early, and make sure they are getting measurable value from their health plans.
• Own the renewal process end-to-end, ensuring enterprise contracts are renewed on time and at healthy rates.

Manage retention and growth programs:

• Own the full lifecycle of retention and growth programs, from planning through to execution, ensuring they deliver against business targets.
• Coordinate with sales, marketing, and product teams to run programs that are aligned with both client needs and company goals.
• Develop strategies to grow existing accounts through upsell and cross-sell opportunities, turning satisfied clients into long-term partners.
• Identify and design initiatives, including referral programs and engagement campaigns, that increase the lifetime value of our enterprise clients and build brand advocates.

Use data to drive decisions:

• Track and analyse key retention metrics, including churn rate, Net Revenue Retention, account health scores, and satisfaction scores, to stay ahead of risks and opportunities.
• Produce regular reports and insights for leadership that clearly show the health of the enterprise portfolio and progress against targets.
• Ensure that client feedback is captured and fed back into the business so that processes and products keep improving.
• Lead and develop the customer success team:
• Manage, coach, and develop a team of customer success professionals, setting clear performance expectations and supporting their growth.
• Build a team culture that is proactive, data-informed.

Requirements

• Bachelor’s/HND degree in any field
• Must have completed NYSC
• At least 5 years of professional experience, with a significant portion in customer success, account management, or B2B retention roles.
• Demonstrated experience managing large enterprise accounts, including owning renewals, handling escalations, and driving upsell conversations.
• Proven track record of meeting or exceeding retention and growth targets in a B2B environment.
• Experience leading and managing a team, including coaching, performance management, and developing talent.
• Strong ability to use data and reporting tools to track client health, identify risks, and make evidence-based decisions.
• Experience working cross-functionally with sales, marketing, and product teams to deliver on client outcomes.
• Excellent communication and relationship management skills, with the ability to engage confidently with senior stakeholders on the client side.
• Must be authorized to work in Nigeria.  
• Nice to Have:
• Experience in health insurance, health tech, or a related industry.
• Familiarity with CRM platforms such as Zoho, Salesforce or HubSpot.
• Exposure to product-led growth or digital health service delivery models.
• Experience building customer success functions from an early stage, including designing playbooks and processes.

Benefits
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:

Remote-First Environment:

• Work from anywhere while staying connected to a vibrant, collaborative team.

 Competitive Salary and Benefits:

• We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded.

 Premium Health Insurance:

• Comprehensive health coverage for you and your family, because your well-being comes first.

 Unlimited Leave:

• Take the time you need when you need it—no limits, no questions.

 Meaningful Impact:

• Play a key role in transforming customer experiences and shaping healthcare innovation.

 Collaborative Work Culture:

• Join a supportive, inclusive, and team-focused environment that celebrates diversity.

 Growth Opportunities:

• Access tools, mentorship, and resources to elevate your skills and career.

 Learning & Development Allowance:

• We provide an allowance to support your ongoing professional growth and skill enhancement.