Argus is an independent publisher which provides news, price information, data, analytics consultancy services and conferences, for the global petroleum, natural gas, electricity, emissions, biofuels, biomass, LPG, metals, chemicals, fertilizers, agriculture and coal industries.
We are recruiting to fill the position below
Job Title: Customer Success Manager - West Africa
Location: Lagos (Hybrid)
The Opportunity
- We are seeking a commercially minded and client-focused Customer Success Manager to support our growing client base across West Africa.
- In this role, you will act as a trusted adviser to commodity producers, traders, refiners, marketers, financial institutions and government organisations, helping them maximise the value of their Argus subscriptions and market intelligence solutions.
- You will be responsible for driving client engagement, adoption, retention and long-term growth by developing strong relationships with customers, understanding their business challenges and ensuring they derive measurable value from Argus products and services.
- Working closely with Sales, Editorial, Product and Marketing teams, you will represent the voice of the customer and play a key role in supporting revenue retention and expansion across the region.
Key Responsibilities
Customer Engagement & Success:
- Manage a portfolio of strategic accounts across West Africa.
- Lead customer onboarding activities to ensure rapid adoption and value realisation.
- Develop trusted relationships with key stakeholders, including senior commercial, trading, risk, procurement and market analysis professionals.
- Conduct regular business reviews to demonstrate value, identify opportunities and support customer objectives.
- Drive product adoption through proactive engagement, training and best-practice guidance.
Retention & Growth:
- Monitor customer health and engagement metrics to identify risks and opportunities.
- Partner with commercial teams to support subscription renewals and account expansion.
- Develop account success plans focused on retention, usage growth and customer outcomes.
- Leverage customer insights and data to proactively address challenges before they impact client satisfaction.
Market & Customer Insights:
- Act as the voice of the customer by gathering feedback and sharing market intelligence with internal stakeholders.
- Collaborate with Editorial and Product teams to help inform future product enhancements and innovation priorities.
- Maintain a strong understanding of developments within commodity and energy markets relevant to West African customers.
Operational Excellence:
- Maintain accurate customer records and engagement activity within CRM systems.
- Track customer success metrics, account health indicators and renewal forecasts.
- Utilise digital engagement tools, analytics and AI-enabled insights to improve customer outcomes and operational efficiency.
- Support continuous improvement initiatives across the Customer Success function.
What Success Looks Like
- High levels of client engagement and product adoption.
- Strong customer satisfaction and retention outcomes.
- Successful renewal execution and identification of growth opportunities.
- Trusted relationships with key stakeholders across customer organisations.
- Accurate reporting, forecasting and CRM management.
- Strong collaboration across commercial, product and editorial teams.
Skills & Experience
Essential:
- 4 years plus experience in Customer Success, Account Management, Client Services, Relationship Management or a similar client-facing role.
- Proven ability to build relationships with external stakeholders and manage a portfolio of customers.
- Strong communication, presentation and consultative problem-solving skills.
- Ability to analyse data, identify trends and translate insights into recommendations for clients.
- Experience using CRM platforms and customer engagement tools.
- Highly organised with excellent attention to detail and follow-through.
Preferred:
- Experience working within commodity markets, energy, financial information services, business intelligence, market data, benchmarking, SaaS or subscription-based businesses.
- Knowledge of West African energy, commodity or trading markets.
- Experience managing enterprise or strategic client relationships.
- Familiarity with customer success methodologies and account health frameworks.