Customer Success Team Lead - Remote

Who we are:

Most of what we build is back-office software for property managers, including lease tracking, work orders and tenant payments. We make a web-based inventory and purchasing system used by independent restaurants, breweries and small food manufacturers. Founded in 2013, we now have 70 employees.

What this job is:

This is a newly created position. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Fully remote. You can work from anywhere in Ghana. Normal business hours, Monday to Friday, with some flexibility. Please make sure you have dependable internet and backup power.

What you'll do:

Drive renewals alongside the commercial team, starting 120 days out. Run quarterly business reviews with customer stakeholders. Report monthly on churn risk and saves. Document every customer touch in Salesforce. Monitor usage and health scores in Gainsight and act on red flags. Build success plans with measurable goals for each account. Coordinate with support on open tickets for your accounts.

Requirements:

8+ years in customer success, account management or implementation at a SaaS company. Travel up to 15%. Experience managing renewals or retention targets. Working knowledge of Salesforce. Able to learn a technical product and explain it in plain terms.

Also helpful:

Experience with usage-based pricing. SQL or Looker for pulling your own account data.

Compensation and benefits:

Compensation: GHS 9,000-GHS 11,500 pcm

Medical cover. Pension contribution. Annual leave. 13th month salary. Data and airtime allowance.

Only shortlisted candidates will be contacted.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at NEP Apps.