Job details
Location: Remote
Job Type: Full-Time
Salary: ₦600,000 – ₦750,000 monthly (depending on experience)
Job Summary:
Terminal Africa Incorporated is seeking an experienced Customer Success Specialist to manage a portfolio of business customers, including logistics providers, online vendors, SMEs, e-commerce brands, and enterprise shippers.
The successful candidate will be responsible for customer retention, account growth, reactivation of dormant accounts, and ensuring customers get maximum value from the company's platform.
Key Responsibilities:
Manage relationships with customers, including decision-makers and day-to-day contacts.
Monitor shipment volumes, usage, and account health, taking action when engagement drops.
Conduct regular business reviews covering shipping performance, outstanding issues, and growth opportunities.
Handle complex customer issues in collaboration with Operations, Finance, Technology, and carrier partners.
Guide customers through the company's platform, plugins, and processes.
Identify at-risk accounts and implement strategies to prevent customer churn.
Reactivate dormant accounts and encourage customers to resume shipping.
Identify upselling and cross-selling opportunities, including increased shipping volumes, international shipping, Shipping API, WooCommerce plugin, and shipment insurance.
Communicate new product launches and encourage customer adoption.
Monitor and report portfolio health, customer retention, churn, and reactivation.
Share customer feedback with the Product team and recommend improvements.
Mentor junior Customer Experience team members and develop operational playbooks.
Identify recurring issues and recommend process improvements and automation.
Requirements:
3–5 years of experience in account management, customer success, or technical account management, preferably in logistics, e-commerce, fintech, or B2B SaaS.
Hands-on experience with CRM systems, including accounts, pipelines, workflows, and reports.
Proven track record of achieving customer retention, upselling, or account expansion targets.
Ability to analyse shipping and revenue data using spreadsheets or CRM dashboards.
Excellent communication, relationship management, and presentation skills.
Ability to explain technical concepts in simple terms.
Tech-savvy, with an interest in automation and digital tools.
Strong problem-solving skills and ability to work independently.
Added Advantages:
Understanding of logistics, including carriers, last-mile delivery, international shipping, customs, and claims.
Experience with Zoho CRM, Zoho Desk, or Zoho Analytics.
Experience developing customer churn-prevention, health-scoring, or reactivation strategies.
Experience working with e-commerce merchants or SMEs in Africa.
What You Will Gain:
Opportunity to shape the company's account management processes and strategies.
Direct engagement with leadership and contribution to product and business decisions.
Opportunity to work with automation tools and manage customer accounts at scale.
Career growth opportunities with expanding responsibilities.