Manager, Customer Success – B2B Retention

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Reliance Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

⚕️ Healthcare Insurance

📡 Telecommunications

🧘 Wellness

💰 $40M Series B on 2022-02

Healthcare Insurance • Telecommunications • Wellness

Reliance Health is a company dedicated to reimagining employee healthcare by providing innovative health benefits suited for businesses in emerging markets. They offer a comprehensive range of health plans tailored to fit businesses of any size, covering proactive treatments, neonatal care, emergencies, and chronic conditions. Through their mobile app, plan members can access telemedicine, virtual doctor appointments, and prescription deliveries, ensuring a convenient and efficient healthcare experience. Reliance Health collaborates with over 3,800 health and wellness partners globally to deliver high-quality clinical services that meet international standards.

📋 Description

• 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.• 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.• 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.• 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

🎯 Requirements

• 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.

🏖️ Benefits

• Remote-First Environment• Competitive Salary and Benefits• Premium Health Insurance• Unlimited Leave• Meaningful Impact• Collaborative Work Culture• Growth Opportunities• Learning & Development Allowance