Partner - Customer Success Cloud Sales.Enterprise Business NG

<div><strong>Reports To:</strong> Senior Manager - Cloud Business Commercial</div><div><br>&nbsp;</div><div><strong>Division:</strong> Enterprise Business&nbsp;</div><div><br>&nbsp;</div><div><br>&nbsp;</div><div><strong>Mission:</strong></div><ul><li><p style="margin-left: 40px;">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.</p></li></ul><div><br>&nbsp;</div><div><strong>Description:</strong></div><div><ul><li>Proactively manage a portfolio of cloud customers (especially MSEs and early-stage startups) from onboarding to renewal.</li><li>Guide customers through activation milestones, recommend product use cases, and monitor engagement.</li><li>Track usage metrics, identify adoption risks, and intervene early to reduce churn.</li><li>Share customer feedback with Product, Technical, and GTM teams for continuous improvement.</li><li>Collaborate with Sales for upsell, renewal, and case study development.</li><li>Maintain health scores, lifecycle stages, and contact logs in CRM</li><li>Provide Customer Success input into segment playbooks and journey flows</li><li>Coordinate with technical support and onboarding teams to resolve friction points</li></ul></div><div><br>&nbsp;</div><div><br>&nbsp;</div><div><strong>Education:</strong></div><div><ul><li>First degree in Business, Communications, Marketing, or IT-related field</li><li>Certifications in Customer Success (e.g., SuccessHACKER, Gainsight) are an advantage</li><li>Fluent in English and one local Nigerian language preferred</li></ul></div><div><br>&nbsp;</div><div><strong>Experience:</strong></div><div>3-7 years’ experience which includes</div><div><ul><li>Minimum of 3 years experience in customer success, account management, or B2B client-facing role</li><li>Basic cloud technology knowledge (networking, Kubernetes, firewall, security, OpenStack, etc.)</li><li>Familiarity with usage metrics, onboarding journeys, and CRM tools</li></ul></div><div><br>&nbsp;</div>