Customer Success Specialist at Strivo Labs

At Strivo Labs, we are passionate about helping businesses scale with speed and precision. We specialise in providing end-to-end digital solutions, from custom design and MVP development to automation and content creation.

We are recruiting to fill the position below:

Job Title: Customer Success Specialist

Location: Lagos
Employment Type: Full-time (On-site)

Role Overview

• The Customer Success Specialist will serve as the strategic point of contact for assigned customers, ensuring alignment between customer business objectives and delivered managed security services.
• The role focuses on driving adoption, value realization, retention, and growth across the MSSP portfolio.

Key Responsibilities

• Act as the primary trusted advisor for customers, aligning security services with business, risk, and compliance objectives.
• Lead customer onboarding and enablement, ensuring rapid adoption of MSSP offerings
• Deliver executive-level service reviews, presenting performance metrics, security insights, risk posture, and actionable recommendations.
• Develop and execute customer success plans to drive service adoption, satisfaction, retention, and expansion.
• Partner with SOC, engineering, and OEMs to resolve issues efficiently and continuously improve service delivery.
• Manage and escalate critical customer issues with urgency, maintaining clear communication until resolution.
• Identify upsell and cross-sell opportunities, supporting renewals and expansions in collaboration with sales and account management.
• Contribute to the development and scaling of customer success processes, playbooks, and operating frameworks.
• Mentor junior team members, sharing best practices and supporting capability development.
• Drive customer advocacy by identifying references, testimonials, and case study opportunities.
• Stay current on cybersecurity trends, MSSP market developments, and evolving customer needs to provide informed guidance and thought leadership.

Required Experience & Qualifications

• 4 – 7 years experience in Customer Success, Account Management, Consulting, or Service Delivery within cybersecurity, MSSP, IT services, or SaaS environments.
• Strong understanding of managed security services and core cybersecurity concepts (SOC operations, SIEM, IR, vulnerability management, compliance).
• Proven experience engaging senior stakeholders and presenting at executive level.
• Demonstrated ability to manage complex customer relationships and drive measurable outcomes.
• Strong collaboration, communication, and problem-solving skills.
• Experience working cross-functionally with technical, sales, and operations teams.

Application Closing Date
Not Specified.