Customer Success Manager (CSM) at ITH Holdings

IT Horizons Ltd is a company with diverse talents and skills on existing, recent and upcoming technologies worldwide. We are a team of young, vibrant, ambitious but experienced professionals who deal with everything relating to technologies especially information communication technologies (ICT). Inaddition, we have the ability to update with latest trends and requirements of our esteemed clients. Our company established in 2010, had been driven by innovations and excellence, and with its rapid rate of success and customers’ requirements, we were fully incorporated into a private limited company in 2012 with the aim of helping organizations in achieving their goals by providing optimum technological solutions while reducing total cost of ownerships.

We are recruiting to fill the position below:

Job Title: Customer Success Manager (CSM)

Location: Lagos
Employment Type: Full-time

Job Summary

• The Customer Success Manager (CSM) is responsible for ensuring customers achieve maximum value from the company’s technology solutions and services.
• The role focuses on customer adoption, satisfaction, retention, renewals, and long-term partnership growth.
• The CSM acts as the primary post-sales point of contact, coordinating internal teams to deliver excellent and consistent customer experience while driving renewals and expansion opportunities.

Key Responsibilities
Customer Relationship Management:

• Serve as the primary relationship manager for customers across their lifecycle.
• Build trusted advisor relationships with customer stakeholders (technical, business, and executive).
• Proactively engage customers to understand business objectives, challenges, and success metrics.
• Drive high customer satisfaction, loyalty, and advocacy.

Onboarding & Adoption:

• Lead customer onboarding and service kick-off activities after sales handover.
• Ensure smooth adoption of delivered solutions and services.
• Coordinate technical teams, vendors, and partners to resolve onboarding or deployment challenges.
• Track product/service utilization and intervene to address low adoption risks.

Support & Issue Resolution:

• Act as customers advocate internally, escalating and following through on issues until resolution.
• Monitor SLA/OLA adherence and ensure timely resolution of incidents and service requests.
• Work closely with Support, Presales, and Engineering teams to manage escalations.

Renewals & Retention:

• Drive contract renewals, subscriptions, licenses, and support agreements.
• Proactively manage renewal timelines to avoid service or license expirations.
• Identify churn risks early and implement retention strategies.
• Collaborate with Sales and Presales to secure timely renewals.

Growth & Expansion:

• Identify upsell and cross-sell opportunities aligned with customer needs.
• Support account expansion initiatives through value-based discussions.
• Participate in Quarterly Business Reviews (QBRs) and customer success planning.
• Provide feedback on customer needs, product gaps, and service improvements.

Reporting & Collaboration:

• Maintain accurate customer records, engagement notes, and success plans in CRM tools.
• Track and report customer health, satisfaction scores, adoption metrics, and renewal status.
• Collaborate with Sales, Presales, Product, and Finance teams to deliver customer outcomes.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Customer Retention & Renewal Rate
• SLA / OLA Compliance
• Time to Resolution for Customer Issues
• Product / Service Adoption Levels
• Expansion and Upsell Contribution
• Complaint Resolution Timelines

Required Qualifications & Skills
Education:

• Bachelor’s degree in IT, Engineering, Business Administration, or related field.

Experience:

• 3–7 years’ experience in Customer Success, Account Management, Service Delivery, or Technical Support.
• Experience in IT services, cloud solutions, enterprise infrastructure, or technology distribution is a strong advantage.

Skills & Competencies:

• Strong customer-facing communication and relationship management skills.
• Good understanding of enterprise IT solutions (Cloud, Datacenter, Networking, Software, Licensing).
• Strong problem-solving and stakeholder management skills.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience working with SLAs, renewals, and customer satisfaction metrics.
• Proficiency with CRM and service management tools.
• Data-driven, customer-centric, and results-oriented mindset.

Application Closing Date
19th June, 2026.

How to Apply
Interested and qualified candidates should send their CV to: careers@ithorizonsgroup.com using the job title as the subject of the mail.