Manager, Customer Success (B2B Retention) at Reliance HMO

Description


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.


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 qualification 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.