Manager, Customer Success (B2B Retention)

Description We are looking for a strategic and relationship‑focused Manager, Customer Success to lead and grow Reliance Health's partnerships with our B2B clients. The ideal candidate will bring strong experience in client relationship management, team leadership, and data‑driven decision‑making, with a passion for ensuring that business customers derive maximum value from our health plans. This role is perfect for someone who is both people‑oriented and analytical, thrives in a dynamic environment, and is committed to delivering exceptional client experiences that drive retention and growth. As the Manager, Customer Success (B2B Retention), you will: Drive customer success and retention Build and run customer success strategies that improve satisfaction, deepen loyalty, and reduce churn across our large enterprise accounts Proactively check in with clients to understand their needs, resolve issues early, and make sure they are getting measurable value from their health plans Own the renewal process end-to-end, ensuring enterprise contracts are renewed on time and at healthy rates Manage retention and growth programs Own the full lifecycle of retention and growth programs, from planning through to execution, ensuring they deliver against business targets Coordinate with sales, marketing, and product teams to run programs that are aligned with both client needs and company goals Develop strategies to grow existing accounts through upsell and cross-sell opportunities, turning satisfied clients into long-term partners Identify and deitiatives, including referral programs and engagement campaigns, that increase the lifetime value of our enterprise clients and build brand advocates Use data to drive decisions Track and analyse key retention metrics, including churn rate, Net Revenue Retention, account health scores, and satisfaction scores, to stay ahead of risks and opportunities Produce regular reports and insights for leadership that clearly show the health of the enterprise portfolio and progress against targets Ensure that client feedback is captured and fed back into the business so that processes and products keep improving Lead and develop the customer success team Manage, coach, and develop a team of customer success professionals, setting clear performance expectations and supporting their growth Build a team culture that is proactive, data-informed. Requirements Bachelor's / HND qualification in any field Must have completed NYSC At least 5 years of professional experience, with a significant portion in customer success, account management, or B2B retention roles Demonstrated experience managing large enterprise accounts, including owning renewals, handling escalations, and driving upsell conversations Proven track record of meeting or exceeding retention and growth targets in a B2B environment Experience leading and managing a team, including coaching, performance management, and developing talent Strong ability to use data and repo