Customer Success Lead

About Yusudi 

Yusudi is a sales enablement community focused on fostering long-term partnerships with high-potential talent and businesses to drive growth. Established in 2016, Yusudi offers three main services: a sales academy to help graduates develop sales skills and connect them with job opportunities, a sales development service to improve sales teams' performance, and recruitment services to help companies hire top sales talent. The company also facilitates the Africa Sales Community, a platform for salespeople to network and share experiences. To date, Yusudi has collaborated with over 500 companies and engaged thousands of professionals, promoting a positive, fulfilling approach to sales.

Role Summary

This role is pivotal in driving customer satisfaction, repeat business, and developing high-performing sales teams. As a Customer Success Lead, you will shape long-lasting client relationships and empower sales teams, making a tangible impact on Yusudi’s growth and reputation as a trusted sales enablement partner.

Roles & responsibilities will include;-

A)Customer Success
As a Customer Success Lead, you will be a strategic partner for Yusudi’s customers at every stage of the buying process.

Responsibilities:

• Establish clear client retention goals, adhering to customer lifetime value targets.
  

• Build customer loyalty and reduce client churn rates.
  

• Manage Yusudi’s customer relationships, including scheduling periodic client meetings as required.
  

• Assist customers in setting up and navigating services once handed over by sales or delivery teams.
  

• Promote the value of Yusudi’s services and brand by fostering a positive customer experience.
  

• Review and address customer complaints or concerns to improve their experience.
  

• Support the sales team with upselling, repeat business, and cross-selling services by building close client relationships.
  

• Drive revenue through repeat business opportunities.
  

• Administer client surveys to evaluate Yusudi’s level of service across all product lines.
  

• Maintain updated records of coaching notes and learning materials on Yusudi’s database.
  

B) Coaching

As a sales coach, you help the sales teams of an organization improve their sales skills to boost company performance by maximizing the sales team’s performance.

Responsibilities

• Act as an accountability partner for salespeople, providing guidance and materials to cope with job-related challenges.
  

• Onboard new salespeople and companies to Yusudi’s coaching plan, ensuring a smooth transition.
  

• Organize tripartite sessions and complete onboarding procedures.
  

• Identify individual and team learning needs.
  

• Develop learning materials, including presentations, sales scripts, and videos.
  

• Gather feedback on learning programs from trainees and partner companies.
  

• Set monthly learning and development objectives for the sales team.
  

• Maintain updated coaching notes and learning materials.
  

• Evaluate employees’ performance after each coaching session.
  

• Collect feedback on trainees and recruitment candidates from partner companies.
  

• Handle offboarding conversations with both clients and trainees post-placement.
  

Key Performance Indicators (KPIs):

Requirements

Requirements and skills

• Proven experience in a client-facing role, sales coaching, or training.
  

• Strong track record of building and maintaining positive business relationships.
  

• Experience working with brand image and promoting value through customer experience.
  

• Exceptional communication and interpersonal skills, with the ability to motivate and inspire.
  

• Strong accountability and organizational skills.
  

• Experience managing diverse groups and delivering training to meet company standards.
  

• Familiarity with role-playing activities and e-learning platforms.
  

• Hands-on experience creating presentations (e.g., videos, slides, sales scripts).
  

• Competence to build and manage interpersonal relationships at all organizational levels.
  

• Proficiency in CRM tools and data analysis tools.
  

• Knowledge of Learning Management Systems (LMS) is an added advantage.