Customer Success Associate (Lagos) Hybrid

Description
Reliance Health’s mission is to make quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria, Egypt, Senegal and beyond, we offer comprehensive health plans tailored to both employers’ and employees’ needs through an integrated approach that includes telemedicine, affordable health insurance, and a combination of partner and proprietary healthcare facilities. By leveraging advanced technology, we are transforming the healthcare landscape, making it more efficient and accessible for everyone.

We are seeking a Customer Success Associate to join our Lagos team. You will be part of the frontline team responsible for delivering high-quality support and ensuring customers have a seamless experience across all channels. The role involves managing customer interactions, analyzing feedback, and supporting initiatives that improve satisfaction and retention. It is ideal for someone detail-oriented, customer-focused, and eager to grow within customer success.

As a Customer Success Associate, you will do the following:

Assist in managing customer relationships using CRM systems, ensuring accurate records of interactions and preferences, while tracking engagement, monitoring satisfaction, and identifying retention opportunities.
Collect and analyze customer feedback through surveys, interviews, and other channels, summarizing trends and insights to support decision-making and enhance retention strategies.
Support customer communication by drafting emails, letters, and other correspondence for inquiries, concerns, or follow-ups, and assist in creating targeted campaigns to drive engagement and loyalty.
Apply basic selling and negotiation skills when engaging with corporate clients, addressing their needs, negotiating renewals, and supporting upsell opportunities.
Contribute to the development and implementation of customer retention strategies, collaborating with cross-functional teams to reduce churn and improve customer lifetime value.

Requirements
Bachelor’s degree in Business, Communications, or related field.
1–2 years’ experience in customer success, account management, or a client-facing role.
Familiarity with CRM tools and basic data analysis.
Strong written and verbal communication skills.
Ability to build rapport, manage multiple customer interactions, and resolve concerns.
Negotiation and problem-solving skills with a customer-first mindset.
Based in Lagos with flexibility to work in a hybrid setup.