Customer Success Lead
Build the Future of Customer Success
- We are looking for a Customer Success Lead, someone who will define how Customer Success is delivered within our business over the coming years. You'll establish the standards, systems, communication practices, and coaching routines that enable a growing team to consistently deliver an exceptional client experience while supporting the next phase of our growth.
About this Role
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Senior Internet, UK supports membership-based NGOs across the UK with the digital infrastructure they rely on — websites, CRMs, and membership platforms (Umbraco, WordPress, Drupal, Memberbase and similar). We're looking for a Customer Success Lead to own the client relationship side of that work: the person NGO members trust when something's urgent, unclear, or going wrong, and who makes sure it doesn't stay that way.
This is a senior, client-facing role. You'll be the calm, clear voice between our technical delivery team and NGO stakeholders who are often non-technical, busy, and accountable to their own boards and beneficiaries. You'll own escalations, manage expectations, and make judgement calls independently.
We are particularly interested in professionals who have previously held Customer Success, Customer Service, Client Services, Account Management, Membership Services, or Customer Experience leadership roles.
What You'll Build
- By the end of your first year, you'll have helped us:
- Establish Customer Success standards.
- Develop service playbooks.
- Coach an emerging team of junior professionals.
- Improve customer retention.
- Strengthen client communication.
- Build scalable operating procedures.
- Improve onboarding and adoption.
- Support sustainable growth.
What Success Looks Like​
- Clients trust your judgement.
- Escalations are resolved quickly.
- Junior staff operate confidently because you've coached them.
- Customer satisfaction has improved.
- The business has documented service standards.
- New clients experience a consistent onboarding journey.
Who Will Thrive Here
- You will probably enjoy this role if you:
- Like bringing order to ambiguity.
- Care as much about communication as technical delivery.
- Enjoy coaching developing professionals.
- Naturally improve processes.
- Prefer solving problems before they become complaints.
- Can confidently represent a technical team to non-technical leaders.
Before You Apply​
- This is a genuine long-term leadership opportunity within a growing technology business serving purpose-driven organisations. You'll have a structured onboarding programme, regular performance and development check-ins, and the opportunity to shape both the customer experience and the systems that support it. ​
- Compensation for this role is ₦9,600,000.00 - ₦14,300,000.00 per annum (or equivalent, pro-rated for the agreed hours/structure). This reflects the realities of the sector and organisation we operate within, not standard UK tech-sector salaries. If this range doesn't work for you, we'd genuinely rather you not spend time on this application — no hard feelings. Your legal employer will be HTYF, a Nigeria-based NGO acting as Employer of Record on behalf of the UK company you'll be working for and serving. This is a real, established arrangement — not a workaround — and it means your contract, payroll, and HR support sit with the EoR, while your day-to-day work, line management, and client relationships sit with the UK company. The role is hybrid/remote and self-directed. You'll need to be comfortable managing your own time and communicating proactively across time zones, rather than working alongside a physical UK office team.
- Your legal employer will be HTYF, a Nigeria-based NGO acting as Employer of Record on behalf of the UK company you'll be working for and serving. This is a real, established arrangement — not a workaround — and it means your contract, payroll, and HR support sit with the EoR, while your day-to-day work, line management, and client relationships sit with the UK company.
- The role is hybrid/remote and self-directed. You'll need to be comfortable managing your own time and communicating proactively across time zones, rather than working alongside a physical UK office team.
Frequently Asked Questions (FAQs)
Senior Internet partners with Heal The Youth Foundation (HTYF), which serves as the Employer of Record (EoR) for team members engaged through the Decent Work Initiative in Nigeria. The Employer of Record is responsible for employment administration, payroll, statutory deductions, compliance with Nigerian employment regulations, leave administration, and HR support. Senior Internet remains responsible for project delivery, day-to-day work, technical leadership, and performance management. This partnership allows both organisations to focus on what they do best while ensuring employees receive a compliant and professionally managed employment experience.
Yes. You will work as part of Senior Internet’s team, supporting charities, membership organisations, and other purpose-driven clients, many of whom are based in the United Kingdom. Although your employment is administered in Nigeria through our Employer of Record, your day-to-day work, collaboration, and professional standards align with an international technology company serving UK clients.
Yes. This role is designed to be fully remote. Team members work from their own location while collaborating closely through digital tools, scheduled meetings, and structured communication. Successful remote working requires professionalism, proactive communication, reliability, and the ability to work independently while remaining engaged with the wider team. building a high-performing Customer Success function.
Yes. This position includes responsibility for coaching and providing day-to-day guidance to junior Customer Success professionals, interns, or early-career team members. While it is not a large people-management role, you will help establish service standards, support capability development, and contribute to building a high-performing Customer Success function.
At present, this opportunity is intended for candidates who are legally able to work in Nigeria under the Employer of Record arrangement. If future opportunities become available in other jurisdictions, they will be advertised separately.