Customer Success & Retention Specialist

Job Title: Customer Success and Retention Specialist (Hybrid)

Location: Ajiran Agungi Road, Agungi, Lekki, Lagos

Salary: ₦150,000 monthly

Work Mode: Hybrid

Job Overview
We are looking for a passionate Customer Success – Retention Specialist to join our growing team and play a key role in building lasting relationships with our customers. The ideal candidate will be responsible for ensuring that customers not only stay but thrive with us. You will focus on building trust, improving satisfaction, and creating strategies that reduce churn while increasing long-term loyalty.

Job Responsibilities:

• Develop and execute customer retention strategies to drive loyalty and repeat usage.
• Act as the main point of contact for customers, resolving concerns quickly and effectively.
• Analyze customer feedback, usage patterns, and retention metrics to recommend improvements.
• Collaborate with Operations, Product, and Marketing teams to enhance customer experience.
• Proactively identify “at-risk” customers and implement strategies to retain them.
• Drive upselling and cross-selling initiatives without compromising customer satisfaction.
• Prepare retention reports and share insights with management.

Job Requirements:

• Bachelor’s degree in Business, Communications, or a related field.
• 2+ years of experience in Customer Success, Account Management, or Retention-focused roles (mobility/logistics experience is a plus).
• Strong communication and interpersonal skills.
• Data-driven mindset with the ability to interpret customer metrics (NPS, churn, retention rates).
• Problem-solving skills and ability to remain calm under pressure.
• Tech-savvy and comfortable working with CRM tools.

Why Join Us?

• Competitive salary of ₦150,000.
• Hybrid work model for flexibility.
• A supportive and innovative work culture.
• Opportunity to shape customer loyalty in one of Nigeria’s fastest-growing mobility companies.