Customer Success & Onboarding Lead

Company: Straanovation LLC
Product: Dwella
Location: Abuja, Nigeria (Hybrid)
Employment Type: Full-time
Reports to: Founder / Product Lead
Works with: Growth Operator, Product Team
African Operations: Straanovation Nigeria Limited

About Dwella

Dwella is a property management platform built for landlords who manage their own properties. It helps landlords track rent, manage maintenance, and communicate with tenants in one clear system.

Dwella is owned by Straanovation LLC (global parent company) and operated in Africa through Straanovation Nigeria Limited.

We are in the early traction phase and onboarding our first set of users.

Role Overview

We are looking for a Customer Success & Onboarding Lead who will be responsible for helping new landlords successfully set up and use Dwella.

This role is critical. You will be the first human touchpoint for many users and will directly influence retention, satisfaction, and product improvement.

Key Responsibilities

User Onboarding & Support

  • Personally onboard new users via Zoom, phone call, or WhatsApp

  • Guide users through:

    • adding properties

    • adding tenants

    • logging rent or maintenance requests

  • Provide WhatsApp-first customer support

  • Respond to user questions clearly and patiently

Trial Conversion & Retention

  • Follow up with trial users

  • Identify why users get stuck or drop off

  • Help convert free trials into paid subscriptions

  • Build trust with early users

Feedback & Product Insights

  • Collect user feedback, objections, and feature requests

  • Document recurring issues and pain points

  • Share weekly feedback summaries with the founder

  • Help improve onboarding flows based on real usage

What Success Looks Like

  • Users complete setup and actively use Dwella

  • Trial users convert to paid plans

  • Fewer confused or inactive users

  • Clear insights passed back to the product team

Requirements

  • Strong communication skills (spoken and written)

  • Comfortable speaking with landlords and business owners

  • Patient, organized, and detail-oriented

  • Familiarity with WhatsApp-based customer communication

  • Prior experience in customer support, onboarding, or account management is a plus

  • Basic tech comfort (dashboards, SaaS tools)