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Customer Success Associate



Customer Service, Sales & Business Development
Lagos, Nigeria
Posted on Monday, September 11, 2023

About Oze:

Oze means business and the growth of it. We’re passionate about enabling small businesses and local ownership to grow with technology, particularly in emerging markets. That's why we're starting in Africa. By providing small businesses with the data they need to make decisions, Oze enables investment-readiness and a chance for a local economy to assert itself on a global stage. We are looking for people who are passionate about leveraging technology and designing for impact.

Oze’s Core Values:

  1. Small Businesses
  2. Collaboration
  3. Ownership
  4. Quality
  5. Trust
  6. Growth

Customer Success Associate:

The Customer Success Associate assists paid customers of the Oze app to obtain value from using the app, power up their entrepreneurial skills to scale and manage business growth.

Job Responsibilities

  1. Support the design and implementation of scalable customer success strategies that can grow with the business and result in at least 20% subscription revenue growth MoM
  2. Track renewal dates and follow up with assigned customers to renew their subscriptions, maintaining a 90% renewal rate.
  3. Execute an engagement plan that allows you to build a strong relationship with each subscriber, ensuring they use the app with a focus on paid features.
  4. Deeply understand your subscribers and what makes them buy, upgrade, churn, and use the app more frequently; consistently work with the product team to suggest improvements and resolve recurring usability or technical issues.
  5. Work hard to meet your upsell or cross-sell targets while ensuring the customer is achieving their goals.
  6. Respond quickly and professionally to inbound chats and calls, following up with each customer until they are satisfied
  7. Work with the technical support team to resolve customers issues within the required SLA
  8. Maintain a high level of customer service by reviewing calls, chats, and other customer engagements to assess quality and improve.
  9. Develop and maintain sales enablement materials and campaigns, working with the marketing team as necessary to run promotions and test engagement strategies
  10. Create engaging help center articles and videos assigned to you and suggest new content based on customer feedback.
  11. Project manage assigned team OKRs, priorities, and other initiatives, collaborating with your teammates to ensure outcomes are achieved.

Desired Experience and Qualifications:

  • 3 to 5 years experience in a customer-facing or account management role in B2B
  • MBA or BSc/BA in business administration, sales or relevant field
  • SaaS or fintech experience is a plus but not required
  • Experience with HubSpot or another CRM tool
  • Strong negotiation skills comfortable discussing financial options, and dealing with cancellations
  • It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
  • Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
  • Must be smart and business-savvy with consultative, problem-solving, and issue resolution skills
  • Demonstrated experience owning and leading multiple projects to successful outcomes
  • Knowledge in coaching small businesses is a plus but not required