Remote Customer Success Specialist Job Opportunity at Terminal Africa Incorporated
Terminal Africa Incorporated is inviting applications from qualified candidates for the position of Customer Success Specialist.
Terminal Africa is a digital network that connects local and international logistics platforms to help African businesses ship and receive items globally. The company provides shipping solutions for businesses, including online vendors, small and medium-sized enterprises (SMEs), e-commerce brands and enterprise shippers.
The successful candidate will manage a portfolio of business customers, strengthen customer relationships, improve retention, identify opportunities to grow existing accounts and help customers get more value from Terminal’s services.
Opportunity Snapshot
- Organization: Terminal Africa Incorporated
- Job Title: Customer Success Specialist
- Job Category: Customer Service | Customer Success | Account Management
- Location: Remote
- Work Arrangement: Remote
- Salary: ₦600,000 – ₦750,000 per month, depending on experience
- Required Experience: 3–5 years
- Eligible Candidates: Professionals with experience in account management, customer success or technical account management, particularly in logistics, e-commerce, fintech or B2B SaaS.
- Application Deadline: Not Specified
- Application Method: Online Application
Also Apply: Customer Service Officer Job Opportunity in Lagos at De Christie’s Ruby Spa
What the Customer Success Specialist Job Is About
The Customer Success Specialist will be responsible for managing and growing a portfolio of business customers using Terminal Africa’s shipping services.
The role involves monitoring customer activity, identifying accounts at risk of leaving the platform, reactivating inactive customers and finding opportunities to increase revenue from existing accounts.
The successful candidate will work with different customers, including logistics providers, online vendors, SMEs, e-commerce brands and enterprise shippers. They will also collaborate with the Operations, Finance, Technology, Product and carrier partner teams to resolve customer issues and improve service delivery.
In addition to managing customer relationships, the specialist will monitor account performance, report on customer retention and revenue growth, provide feedback to the Product team and help improve customer success processes.
Eligibility: Who Can Apply for the Customer Support Specialist Role at Terminal Africa Incorporated?
This opportunity is open to candidates who meet the following requirements:
- Have 3–5 years of experience in account management, customer success or technical account management.
- Have experience working in logistics, e-commerce, fintech or B2B SaaS.
- Have experience managing and growing customer accounts.
Also Apply: Customer Service Representative Job Opportunity in Lagos at The Cobblercare Limited
- Have a track record of achieving customer retention, upselling or account expansion targets.
- Have hands-on experience using Customer Relationship Management (CRM) systems.
- Can analyse shipping and revenue data using spreadsheets or CRM dashboards.
- Have strong communication and problem-solving skills.
- Can work independently and identify solutions to customer and operational challenges.
Qualifications and Skills for the Customer Support Specialist Position at Terminal Africa Incorporated
Required Experience and Skills
Account Management and Customer Success Experience
Candidates should have 3–5 years of professional experience in account management, customer success or technical account management, preferably within logistics, e-commerce, fintech or B2B SaaS.
Customer Relationship Management (CRM)
Applicants should have hands-on experience using CRM systems to manage customer accounts, pipelines, workflows and reports.
Also Apply: Marketing, Accounting and Customer Relations Officer Job Opportunities at HiiT PLC
Customer Retention and Account Growth
Candidates must demonstrate a track record of achieving customer retention, upselling or account expansion targets.
Data Analysis Skills
Applicants should be comfortable analysing shipping and revenue data using spreadsheets or CRM dashboards to identify trends and opportunities.
Communication Skills
Candidates should be outgoing and confident when communicating with customers, including handling complaints from frustrated merchants and presenting information to company leadership.
Technical Understanding
Applicants should be able to explain technical information and processes in simple language to customers with different levels of technical knowledge.
Technology and Automation Skills
Candidates should be comfortable using new digital tools and automation solutions to improve customer management and team productivity.
Problem-Solving Skills
Applicants should be proactive in identifying recurring problems, proposing solutions and improving existing processes without waiting for instructions.
Also Apply: Remote Volunteer Customer Service and Outreach Officer Opportunity at Health4You Initiative
Additional Skills That Are an Advantage
The following experience and knowledge are desirable but not mandatory:
- Understanding of logistics operations, including carriers, last-mile delivery, international shipping, customs and claims.
- Experience using Zoho CRM, Zoho Desk or Zoho Analytics.
- Experience developing customer churn-prevention, account health-scoring or customer reactivation strategies.
- Experience working with e-commerce merchants or SMEs in Africa.
Key Responsibilities of the Customer Support Specialist at Terminal Africa Incorporated
Customer Account Management
- Manage relationships with customers in the assigned portfolio, including decision-makers and day-to-day contacts.
- Monitor shipment volumes, platform usage and account health.
- Identify and respond to declines in customer shipping activity or engagement.
- Conduct regular business reviews covering shipping performance, outstanding issues, new developments and growth opportunities.
- Handle complex or high-value customer issues by working with Operations, carrier partners, Finance and Technology teams.
- Guide customers through Terminal’s platform, plugins and processes using clear and simple explanations.
Also Apply: Customer Service Representative Job Opportunity in Lagos at Iknorbert Communications Limited
Customer Retention and Account Growth
- Identify customers at risk of leaving the platform and take action to prevent customer churn.
- Identify inactive customer accounts, understand why customers have stopped shipping and develop strategies to reactivate them.
- Identify opportunities to increase revenue from existing customers through upselling and cross-selling.
- Encourage customers to increase shipping volumes and use additional Terminal services.
- Identify opportunities for customers to adopt international shipping services, the Shipping API, WooCommerce plugin and shipment insurance.
- Manage customer communication for new product launches and encourage customers to adopt new features and services.
Customer Success Reporting and Team Development
- Report customer portfolio performance, retention, churn and account reactivation to company leadership.
- Collect customer feedback and communicate evidence-based product improvement requests to the Product team.
- Follow up with customers to communicate updates and close feedback loops.
- Mentor junior Customer Experience (CX) team members.
- Develop customer success playbooks and processes that can be used by the team.
- Identify recurring customer problems and recommend solutions, automation tools and improved processes.
Also Apply: Customer Service Representative Job Opportunity in Lagos at Palace Workers Solutions
What Success Looks Like in the First Six Months
Terminal Africa expects the successful candidate to achieve the following within the first six months:
- Every assigned customer account should have a health status, an account plan and a clearly defined next step.
- Net revenue retention across the assigned portfolio should meet or exceed the set target.
- Customer churn should decrease, with at-risk accounts identified and addressed early.
- Dormant customer accounts should be reactivated and resume shipping.
- Customers should increase their use of Terminal’s services, with at least one customer adopting a new product.
Salary and Benefits
The Customer Success Specialist position offers a salary ranging from ₦600,000 to ₦750,000 per month, depending on the candidate’s experience.
Other Benefits and Opportunities
Successful applicants will have the following opportunities:
- The opportunity to shape Terminal’s account management processes, including customer success playbooks and account health-scoring systems.
- Direct access to company leadership, with customer insights contributing to product and business decisions.
- Opportunities to experiment with automation tools for managing customer accounts at scale.
- Career growth opportunities, with the possibility of taking on broader responsibilities based on performance.
Application Requirements for the Customer Support Specialist Position at Terminal Africa Incorporated
Candidates should be able to demonstrate the following:
- 3–5 years of relevant professional experience in account management, customer success or technical account management.
- Experience in logistics, e-commerce, fintech or B2B SaaS.
- Hands-on CRM experience involving customer accounts, pipelines, workflows and reports.
- A proven record of achieving customer retention, upselling or account expansion targets.
- Ability to analyse shipping and revenue data using spreadsheets or CRM dashboards.
- Strong customer communication and relationship management skills.
- Ability to explain technical processes to customers in simple language.
- Problem-solving skills and the ability to work independently.
Experience with logistics operations, Zoho products, customer reactivation strategies and African e-commerce businesses will be an added advantage.
How to Apply
Interested and qualified candidates should apply online through the link below.
Apply here
Application Deadline
The application closing date has not been specified.
Interested candidates should visit the official application page for further information
Also Apply: Remote Customer Support and Client Relations Officer Job Opportunity at Bethetrendsng
Application Tips
Highlight Your Customer Success Experience
Showcase your experience managing customer accounts, building relationships, improving customer satisfaction and retaining existing customers.
Demonstrate Your Account Growth Achievements
Include examples of how you have increased customer revenue, achieved upselling targets, expanded accounts or reactivated inactive customers.
Show Your CRM Experience
Highlight your practical experience using CRM platforms to manage customer accounts, pipelines, workflows and performance reports.
Demonstrate Your Data Analysis Skills
Provide examples of how you have used spreadsheets or CRM dashboards to analyse customer activity, identify trends and improve account performance.
Also Apply: Remote Customer Support and Client Relations Officer Job Opportunity at Bethetrendsng
Highlight Your Industry Experience
If you have worked in logistics, e-commerce, fintech or B2B SaaS, clearly demonstrate how your experience relates to the position.
Showcase Your Problem-Solving Skills
Highlight examples of how you identified customer challenges, resolved complex issues and introduced improvements to existing processes.
Important Things to Know Before Applying
- The position is fully remote.
- Applicants should have 3–5 years of relevant professional experience.
- The role involves managing business customers, including logistics providers, online vendors, SMEs, e-commerce brands and enterprise shippers.
- Candidates must have practical CRM experience.
- The position involves customer retention, account expansion, upselling and cross-selling.
- The successful candidate will work with Operations, carrier partners, Finance, Technology and Product teams.
- The role requires analysing customer activity, shipping volumes and revenue data.
- Experience with Zoho CRM, Zoho Desk or Zoho Analytics is an advantage, not a mandatory requirement.
- Knowledge of logistics operations and African e-commerce businesses is desirable.
- The monthly salary is ₦600,000 – ₦750,000, depending on experience.
- The application deadline has not been specified.
Frequently Asked Questions
Is the Terminal Africa Customer Success Specialist job remote?
Yes. The position is fully remote.
How much does Terminal Africa pay Customer Success Specialists?
The position offers a monthly salary of ₦600,000 – ₦750,000, depending on experience.
How many years of experience are required?
Applicants should have 3–5 years of experience in account management, customer success or technical account management.
What industries should applicants have experience in?
Candidates should have experience in logistics, e-commerce, fintech or B2B SaaS.
Is experience with Zoho CRM required?
Experience with Zoho CRM, Zoho Desk or Zoho Analytics is an added advantage. The job description does not make experience with these specific platforms mandatory.
What are the major responsibilities of a Customer Success Specialist at Terminal Africa?
The major responsibilities include managing customer accounts, improving customer retention, identifying account growth opportunities, reactivating inactive customers, resolving customer issues, monitoring account performance and reporting customer feedback to the Product team.
What qualifications are required for the position?
The job description specifies 3–5 years of relevant professional experience, CRM knowledge, customer retention and account growth experience, data analysis skills, communication skills and problem-solving abilities. It does not specify a particular academic degree.
Does Terminal Africa require logistics experience?
Experience in logistics is relevant, and knowledge of carriers, last-mile delivery, international shipping, customs and claims is an advantage. However, experience in e-commerce, fintech or B2B SaaS is also relevant.
Also Apply: Hybrid Customer Service Associate Job Opportunity in Lagos at Trax Apparel Global Limited
What is the application deadline?
The application deadline has not been specified.
How can I apply for the Terminal Africa Customer Success Specialist job?
Interested and qualified candidates should apply through the official Terminal Africa careers page: https://www.terminal.africa/careers/customer-success-specialist
Who Should Apply?
This opportunity is suitable for experienced customer success professionals, account managers and technical account managers who have a strong understanding of customer relationship management and business account growth.
Candidates with experience in logistics, e-commerce, fintech or B2B SaaS who can manage customer relationships, prevent account churn, identify revenue opportunities and analyse customer performance should consider applying.
Professionals who are comfortable using CRM tools, working with data, resolving customer challenges and collaborating with different teams will be particularly suited to the position.