Partner – Customer Success Cloud Sales at MTN Nigeria
MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.
Reports To: Senior Manager – Cloud Business Commercial
Division: Enterprise Business
Mission
Drive adoption, engagement, and retention of MTN Cloud customers through proactive customer success management.
This role serves as a strategic partner for startup and SME customers post-sale—ensuring activation, usage, value realization, and upsell opportunity identification throughout the customer lifecycle.
Description
Proactively manage a portfolio of cloud customers (especially MSEs and early-stage startups) from onboarding to renewal.
Guide customers through activation milestones, recommend product use cases, and monitor engagement.
Track usage metrics, identify adoption risks, and intervene early to reduce churn.
Share customer feedback with Product, Technical, and GTM teams for continuous improvement.
Collaborate with Sales for upsell, renewal, and case study development.
Maintain health scores, lifecycle stages, and contact logs in CRM
Provide Customer Success input into segment playbooks and journey flows
Coordinate with technical support and onboarding teams to resolve friction points
Requirements
Education:
First degree in Business, Communications, Marketing, or IT-related field
Certifications in Customer Success (e.g., SuccessHACKER, Gainsight) are an advantage
Fluent in English and one local Nigerian language preferred
Experience:
3-7 years’ experience which includes
Minimum of 3 years experience in customer success, account management, or B2B client-facing role
Basic cloud technology knowledge (networking, Kubernetes, firewall, security, OpenStack, etc.)
Familiarity with usage metrics, onboarding journeys, and CRM tools.