Job details
Customer Success Specialist (Remote) at Terminal Africa Incorporated
Terminal Africa Incorporated is recruiting a remote Customer Success Specialist to manage business customer relationships, retention and account growth.
Responsibilities
- Own relationships with business customers, including logistics providers, online sellers, SMEs and enterprise shippers.
- Monitor usage, shipment volumes and account health; flag churn risks and reactivate dormant accounts.
- Conduct account reviews, manage escalated issues and coordinate solutions with Operations, carriers, Finance and Technology.
- Identify account growth opportunities across additional shipping volume, international routes, the Shipping API, WooCommerce plugin and insurance.
- Help customers adopt new products, communicate releases and explain technical services clearly.
- Analyse retention, churn, reactivation and revenue performance, sharing evidence-based feedback with leadership and Product.
- Coach junior CX colleagues, develop playbooks and recommend process or automation improvements.
Requirements
- Three to five years in customer success, account management or technical account management in logistics, e-commerce, fintech or B2B SaaS, including account growth experience.
- Hands-on CRM experience and a record of achieving retention or expansion targets.
- Ability to interpret shipment and revenue information using spreadsheets or CRM reporting.
- Excellent customer communication, independent problem-solving and confidence with technical tools and automation.
- Logistics knowledge, Zoho CRM/Desk/Analytics experience, churn playbooks and experience with African SMEs are advantageous.
Salary and opportunities
₦600,000–₦750,000 per month, depending on experience.
The role offers opportunities to develop account-management practices, work directly with leadership and experiment with scalable automation.
How to apply
Apply through the online form for the Customer Success Specialist position.
Deadline: Not specified; apply as soon as possible.
Check the employer and application instructions before sharing personal information.
About the employer
Terminal Africa operates a digital network connecting African businesses with local and international logistics platforms, helping customers send and receive shipments across borders.
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