Partner - Customer Success Cloud Sales.Enterprise Business NG

Job description

Reports To

Senior Manager - Cloud Business Commercial Division: Enterprise Business Mission: Drive adoption, engagement, and retention of MTN Cloud customers through proactive customer success management. This role serves as a strategic partner for startup and SME customers post-sale—ensuring activation, usage, value realization, and upsell opportunity identification throughout the customer lifecycle.

Description

Proactively manage a portfolio of cloud customers (especially MSEs and early-stage startups) from onboarding to renewal. Guide customers through activation milestones, recommend product use cases, and monitor engagement. Track usage metrics, identify adoption risks, and intervene early to reduce churn. Share customer feedback with Product, Technical, and GTM teams for continuous improvement. Collaborate with Sales for upsell, renewal, and case study development.

• Maintain health scores, lifecycle stages, and contact logs in CRM Provide Customer Success input into segment playbooks and journey flows
• Coordinate with technical support and onboarding teams to resolve friction points Education: First degree in Business, Communications, Marketing, or IT-related field Certifications in Customer Success (e.g., SuccessHACKER, Gainsight) are an advantage Fluent in English and one local Nigerian language preferred Experience: 3-7 years’ experience which includes
• Minimum of 3 years experience in customer success, account management, or B2B client-facing role Basic cloud technology knowledge (networking, Kubernetes, firewall, security, OpenStack, etc.)
• Familiarity with usage metrics, onboarding journeys, and CRM tools