Manager, Customer Success (B2B Retention)

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 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:

1. 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.

2. 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.

3. 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.

4. 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

• Bachelor’s/HND degree 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.

At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:

• Remote-First Environment
  Work from anywhere while staying connected to a vibrant, collaborative team.
• **Competitive Salary and Benefits
  **We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded.
• Premium Health Insurance
  Comprehensive health coverage for you and your family, because your well-being comes first.
• Unlimited Leave
  Take the time you need when you need it—no limits, no questions.
• Meaningful Impact
  Play a key role in transforming customer experiences and shaping healthcare innovation.
• Collaborative Work Culture
  Join a supportive, inclusive, and team-focused environment that celebrates diversity.
• Growth Opportunities
  Access tools, mentorship, and resources to elevate your skills and career.
• Learning & Development Allowance
  We provide an allowance to support your ongoing professional growth and skill enhancement.

This is more than a job—it's a chance to grow, thrive, and make a real difference. At Reliance Health, your journey matters.