Customer Success / Key Account Manager — Velvot Nigeria Limited (Surulere)
Headline Summary
Velvot Nigeria Limited is hiring a passionate Customer Success / Key Account Manager based in Surulere, Lagos. This hybrid role blends relationship-building, strategic account planning, and revenue growth across cloud partnerships (Microsoft, AWS, Google). If you thrive on driving customer value and growing recurring revenue, this position is for you.
Key Highlights / Main Story
- Role: Customer Success / Key Account Manager
- Location: Surulere, Lagos (Full-time)
- Focus: Renewals, adoption, upsell/cross-sell across Microsoft, AWS, Google Cloud and security partners
- Apply via EMAIL: career@velvot.com (use job title as subject)
- Closing Date: 31st October, 2025
Background & Context
Velvot builds modern digital transformation solutions using leading cloud platforms. As enterprises adopt cloud services, they need trusted partners who not only implement solutions but also ensure ongoing adoption, cost efficiency, and measurable business outcomes — that’s where the Customer Success / Key Account Manager (CSKAM) steps in.
“Customer success is the engine of recurring revenue — it’s as much about relationships as it is about product value.”
Role Overview & Main Responsibilities
- Own renewal outcomes for assigned key accounts; proactively manage satisfaction and value realization to secure renewals.
- Drive expansion revenue by spotting and closing upsell and cross-sell opportunities across the partner ecosystem (Microsoft, AWS, Google, Sophos, Cisco).
- Run quarterly strategic business reviews with executive stakeholders to demonstrate ROI and set growth plans.
- Collaborate with partner account managers and technical teams (e.g., AWS Solutions Architect) to co-sell and build joint account strategies.
- Manage customer subscriptions lifecycle — onboarding, reminders, renewals, upgrades, downgrades, cancellations, and license provisioning.
- Maintain accurate account records, billing data, and process payments or invoicing where needed.
- Resolve account issues, escalate when necessary, and ensure high customer satisfaction scores.
Required Qualifications & Experience
- 1–3 years’ progressive experience in B2B Customer Success or Key Account Management at an MSP or tech consulting firm.
- Practical knowledge of Microsoft Azure/365 and AWS cloud ecosystems.
- Basic finance literacy — able to read and discuss P&L and account health metrics.
- Proven track record of meeting expansion revenue targets (upsell/cross-sell).
- Strong communication, stakeholder management, and problem-solving skills.
Preferred / Helpful Skills
- Experience with Dynamics CRM or similar CRMs.
- Degree in Business, Finance, Accounting, or a related field.
- Familiarity with partner programs and incentives from Microsoft, AWS, or Google.
Benefits
- HMO
- Paid leave days
- Group life insurance
- Pension
How to Apply
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⚡ Limited weekly review slots • Structured • Results-focused
Who is this for?
Applicants applying for competitive funding, study visas, academic programs, research grants, or professional proposals needing expert-level positioning.
Please send your Resume / CV to career@velvot.com and use the job title “Customer Success / Key Account Manager” as your email subject. Applications close on 31st October, 2025.
Apply via EMAIL — career@velvot.com
📄 Embedded Application Templates
Sample CV / Resume
Location: Surulere, Lagos
Phone: +234 80X XXX XXXX
Email: olawale.ade@email.com
PROFILE:
Customer Success professional with 3 years’ experience at an MSP. Skilled in subscription lifecycle management, upsell strategies, and executive account reviews. Strong technical fluency across Microsoft 365 and AWS ecosystems.
KEY SKILLS:
Account management, renewals, upsell/cross-sell, Dynamics CRM, billing coordination, partner co-selling, stakeholder engagement.
EXPERIENCE:
Customer Success Associate — CloudWorks Ltd (2022–2025)
* Managed a portfolio of 25 SMB accounts; improved renewal rate from 78% → 92%.
* Led upsell initiatives that increased ARR by 18% YoY.
EDUCATION:
BSc Business Administration — University of Lagos (2021)
Sample Cover Letter
[Address]
[Phone] | [Email]
[Date]
Hiring Team,
Velvot Nigeria Limited,
Surulere, Lagos
Dear Hiring Team,
I am excited to apply for the Customer Success / Key Account Manager role at Velvot. With three years at an MSP managing renewals and driving account expansion across Microsoft and AWS solutions, I’ve developed a strong track record of increasing customer retention and revenue.
I look forward to bringing my account strategy skills, partner collaboration experience, and customer-first approach to Velvot.
Sincerely,
[Your Name]
Sample Motivation Statement
Sample Application Email (Use this)
Dear Hiring Team,
Please find attached my CV and a one-page impact summary for your review. I have 3 years’ experience in MSP account management and a proven record of improving renewals and expansion revenue. I am available for interview at your convenience.
Kind regards,
[Your Name]
[Phone]
Interview Preparation Guide — Customer Success / Key Account Manager
Role-Specific Questions (8–12)
2. Describe a successful upsell you closed — process and outcome.
3. How do you structure a quarterly business review with an executive?
4. Explain how you track subscription health and churn risk.
5. Give an example of a technical issue you helped resolve to save a renewal.
6. How do you collaborate with partner technical teams (e.g., AWS Solutions Architect)?
7. Describe your experience with CRM tools (Dynamics or similar).
8. How do you prioritize accounts when workload spikes?
Suggested Answers — Talking Points
– Upsell: map customer needs → propose bundled solutions → pilot → scale; cite % revenue uplift.
– QBRs: executive summary, KPIs, value delivered, roadmap and risks, agreed action items.
– Churn: monitor license usage, support tickets, NPS; create recovery playbook for flagged accounts.
– Partner collaboration: schedule co-architect sessions, align incentives, and present unified proposals.
General Interview Questions (5–7)
2. Why do you want to work at Velvot?
3. Describe a professional challenge and how you handled it.
4. What is your greatest strength and weakness?
5. Where do you see yourself in 3 years?
Do’s & Don’ts
– Bring measurable examples (KPIs, %, ARR uplift).
– Demonstrate partner collaboration experience.
– Show understanding of subscription lifecycles.
– Use concise STAR stories.
– Ask smart questions about team structure and targets.
– Confirm next steps at the end of the interview.
Don’ts:
* Don’t give vague outcomes without metrics.
* Don’t criticize past employers.
* Don’t overpromise technical capabilities you can’t support.
* Don’t speak only in jargon; be clear.
* Don’t skip asking about compensation structure and KPIs.
Preparation Checklist
– Prepare 4 STAR stories focused on renewals, adoption, and upsell.
– Review Velvot’s services and partner ecosystem (Microsoft/AWS/Google).
– Rehearse QBR outline and an example account health dashboard.
– Test your tech (Zoom, camera, mic) and prepare a quiet interview space.
Extra Pro Tips
– Mention familiarity with partner incentives or certifications.
– Offer a 30/60/90-day plan to show immediate impact.
– Bring clear examples of billing or provisioning processes you’ve managed.
Tips to Work With This Role — Overview & Process
Overview
The CSKAM is a hybrid strategist and operator: you maintain executive relationships, ensure customers adopt services, and convert adoption into revenue.
Step-by-Step Process (Account Workflow)
- Onboarding → Adoption tracking → Health monitoring → QBRs → Renewal/Expansion → Post-renewal optimization.
- Tools used: Dynamics CRM, Excel / BI dashboards, partner portals (MS Partner Center, AWS Console), billing systems.
Illustrative Example — Problem vs Solution
Problem: Key client’s usage dropped 30% after migration, risking churn.
Solution: Ran usage audit, coordinated partner technical fix, implemented a training plan, regained usage and secured a 12-month renewal plus additional licenses.
Learning & Resources (Backlinks)
- Free Resource: Microsoft Learn (fundamentals & certifications)
- Professional Course: AWS Training & Certification
- Advanced Option: Coursera Cloud Engineering Specialization
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