Customer Success Team Lead

Tix

Job Overview

Location

Remote

Salary

NGN 925,000 monthly

Employment Type

Full-time

Work Arrangement

Remote

Sector

Information Technology & Software

Experience Level

Senior (5-8 years)

Application Deadline

May 7, 2026

About the Company

Tix is a forward-thinking company operating within Nigeria's dynamic technology sector. They are dedicated to empowering customers to achieve their goals through innovative solutions. The company fosters a culture of curiosity, particularly around Artificial Intelligence, encouraging employees to build custom tools and dashboards to enhance operational efficiency and performance tracking. Tix emphasizes a collaborative environment where cross-functional teams work together to drive business growth and customer satisfaction. They are committed to supporting employee development through learning allowances and a focus on continuous self-improvement, preparing individuals for future leadership roles.

Job Description

We are seeking a highly motivated and AI-curious individual to join Tix as a Customer Success Team Lead.

In this pivotal role, you will be instrumental in shaping and elevating the entire post-sale customer journey. Your primary objective will be to ensure every Tix customer achieves their desired outcomes, whether they utilize our self-service platform or engage with our in-person event services.

You will be empowered to build your own tools and dashboards to meticulously track performance, collaborating closely with stakeholders across the organization. This is a strategic position designed to enhance the efficiency of our customer management systems as Tix continues to grow.

This role offers a unique opportunity to define operational excellence within a rapidly expanding company. You will establish scalable systems and playbooks that will grow in tandem with our customer base, directly influencing our product roadmap and overall business trajectory.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer Success StrategyCustomer Health ScoresSaaS MetricsAI CuriosityDashboard CreationTeam LeadershipStakeholder CollaborationProduct FeedbackOperational EfficiencyCustomer RetentionRevenue GrowthSystem BuildingProcess ImprovementCommunication SkillsLeadership Skills

Key Responsibilities

Define and drive the company’s overall customer success strategy, ensuring adoption, retention, and growth across all customer segments.
Implement and own a Customer Success platform to create customer health scores, track product adoption, and automate proactive outreach.
Own and track key performance indicators (KPIs) and metrics by actively building your own dashboards and applications to measure department performance and revenue impact.
Mentor, build, and lead a high-performing team across Customer Success, Customer Experience, and outbound sales, providing clear growth paths and coaching.
Serve as the voice of the customer, translating feedback and support trends into actionable insights for our Product, Engineering, and Marketing teams.
Collaborate with stakeholders across the organisation to consistently analyse processes and contribute to continuous improvement, enhancing customer value and operational efficiency.

Qualifications

4+ years of experience in a leadership role within Customer Success, Operations, or Account Management, ideally in a SaaS or FinTech environment.
Advanced knowledge of customer success principles and modern CS/CX platforms.
Strong AI curiosity; you are comfortable vibe coding or building your own lightweight applications and tools to track performance and solve operational problems.
Solid understanding of SaaS metrics and experience owning a revenue or retention target.
A proven track record of building and scaling systems, processes, and playbooks from the ground up.
Experience using customer insights to drive strategic decisions across an organization.
Analytical orientation, creativity in problem-solving, and keen business judgment, especially under pressure.
An unwavering commitment to operational excellence, customer value, and proactive service.
Highly organised and self-motivated, with the ability to work independently and take full ownership of team outcomes.
Excellent communication and leadership skills; you are a natural coach who loves to build and develop teams.
An open mind, a willingness to learn, and a solid commitment to continuous self-improvement.

Benefits & Perks

Flexibility to work remotely
Health Insurance (for you and your dependents)
Company provided work tools
Learning allowance to support your personal and career growth
A supportive and collaborative team culture

How to Apply

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In Nigeria's rapidly expanding tech landscape, the demand for exceptional customer retention strategies is paramount. This role is pivotal in shaping the post-sale customer journey, ensuring clients maximize value from Tix's offerings. Key technical areas include customer health scoring, AI-driven performance tracking, and SaaS metric analysis. The impact of this position is significant, directly influencing business ROI through enhanced customer loyalty and retention, and scaling leadership capabilities within a growth-focused organization.