Manager, SME Relationship Management – SaaS

Company Name:Salesplat Technologies

Job Description:

 SME Relationship Management, Customer Success, SaaS, Tech

A fast-growing startup, providing entrepreneurs with a simple phone system to manage sales and support team calls is seeking a Manager, SME Relationship Management to be responsible for building and leading a structured customer engagement strategy to drive retention and long-term business growth.

We are in a high-growth phase and need a strong leader to implement and scale our SME customer relationship strategy. This role is key to ensuring that customers onboard properly, realise value quickly, and remain long-term users of the platform.

This is not a sales role—it is focused on relationship management, customer engagement, and retention. The ideal candidate has experience leading relationship management teams, particularly in financial services, telecoms, or technology-driven environments serving SMEs.

Responsibilities

1. Customer Relationship Management & Retention

• Build and execute a structured customer engagement process to foster strong relationships with SME customers.
• Oversee a network of relationship managers who serve as trusted advisors for customers.
• Ensure customers experience continuous value, leading to high retention and satisfaction.
• Track and analyse customer health metrics, ensuring proactive engagement with at-risk customers.
• Develop tailored strategies to increase Month-1 and Month-2 retention, driving sustainable growth.

2. Customer Success & Support Strategy

• Develop personalised engagement playbooks that ensure customers are well-supported throughout their journey.
• Collaborate with customer support to identify and resolve recurring customer pain points.
• Maintain a deep understanding of customer needs and proactively provide insights that enhance their experience.
• Ensure every customer receives the right level of guidance at key touch-points.

3. Team Leadership & Process Optimisation

• Recruit, train, and manage a team of relationship managers focused on customer success.
• Set clear KPIs for engagement, product adoption, and retention rates.
• Continuously refine processes to improve and scale customer relationship management.
• Drive execution at speed, ensuring that relationship managers move with urgency to unlock value for customers.

4. Revenue Expansion

• Identify opportunities for additional value creation within the customer base.
• Implement strategies for expanding customer spend over time through upsells and feature adoption.
• Ensure relationship managers recommend relevant product features based on customer needs.

Requirements

• 7+ years experience in SME Relationship Management, or Customer Success
• Proven experience leading and managing relationship managers working with SMEs.
• Strong customer engagement and retention expertise, with a focus on long-term relationship building.
• Excellent process management and execution skills—able to implement structured engagement strategies at scale.
• Data-driven mindset—ability to track and optimise engagement and retention metrics.
• Deep understanding of how SMEs adopt and use digital financial or communication products.
• Strong leadership skills—able to drive execution while motivating a distributed team.

Job Type: Full-time

Pay: ₦14,000,000.00 – ₦17,000,000.00 per year

Job Posted:24th February 2025