Customer Success & Operations Lead (Remote) at Lendastack Technologies

Lendastack is a fast-growing cloud based all-in-one solution company for managing financial services. We are building a platform that empowers business by providing them with an all-in-one loan, deposits, investments, reporting, user management and workflow customization solution. We thrive on innovation, agility, and a shared value of always delivering quality work.

We are recruiting to fill the position below:

Job Title: Customer Success & Operations Lead

Location: Lagos
Employment Type: Full-time (Remote)
Sector: Fintech

The Role

• The role is positively challenging and will provide growth to the prospective role holder.
• We are looking for a Customer Success & Operations Lead to manage and enhance the entire customer experience from onboarding and support to product adoption and long-term success. 
• This role is pivotal in championing customer support and operations activities, ensuring seamless onboarding, providing exceptional product support, and driving operational efficiencies.
• You will work closely with the Product, Engineering, and Sales teams to meet customer needs while continuously optimizing processes.

Job Responsibilities
These include but are not limited to:

• Develop and implement strategies to improve customer retention, engagement, and satisfaction.
• Lead the customer onboarding process, ensuring smooth product adoption and training.
• Conduct customer demos to showcase product features and drive management.
• Use communication and stakeholder management strategies to enhance relationships with customers and partners/vendors.
• Identify and act on customer feedback to drive product improvements.
• Manage the support activities to ensure timely and effective issue resolution
• Develop and refine support workflows, escalation procedures, and incident management processes for efficiency and consistency.
• Lead process automation initiatives to enhance efficiency across product operations.
• Research customer and product needs to drive the end-to-end management process for seamless operation.
• Monitor and analyze customer inquiries to improve response time and solutions.
• Collaborate with Product and Engineering teams to ensure customer pain points are addressed.
• Advocate for a customer-first culture across the team.
• Align cross-functional teams (Product, Sales, Engineering) on customer insights and priorities.

Job Requirements

• 5+ years of experience in customer success/customer-facing operations.
• Strong understanding of customer journey mapping, retention strategies, and support operations.
• Demonstrated commitment to customer advocacy and process optimization.
• Experience in leading a team and scaling customer success/support functions.
• Strong problem-solving skills with the ability to analyze data and implement improvements.
• Excellent communication and presentation skills, with experience conducting customer demos.
• Proficiency in using customer support tools and analytics platforms.
• Experience in a FinTech or tech-driven environment is a plus.
• Bachelor's Degree.

Application Closing Date
31st March, 2025.