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saas - customer success manager
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Job Description
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This is a
full-time leadership role in Nairobi
, positioned at the heart of customer lifecycle management within the SaaS industry. Unlike entry-level customer success positions, this role is strategically designed to blend customer engagement, pre-sales support, product adoption, and team leadership.
Key Job Responsibilities.
1. End-to-End Customer Lifecycle Management
- Responsible for the entire customer success journey from the trial phase through post-sale, including guiding trial customers, uncovering needs, demonstrating value, and driving conversion to paid contracts.
2. Pre-Sales & Solution Support:
- Collaborate with the sales team by providing product demonstrations, scenario based solution design, and value proposition support during the pre-sales stage to facilitate deal closure.
3. Customer Relationship & Retention
- Establish and maintain long-term cooperative relationships with customers in Africa, enhancing customer satisfaction, retention rate, and renewal rate.
4. Customer Training & Support
- Conduct customer training sessions and address technical inquiries to ensure customers fully understand and utilize product features, thereby increasing product adoption and usage depth.
5. Customer Feedback & Product Optimization.
- Regularly collect customer feedback and combined with market and competitor insights, provide suggestions to the product team to drive product iteration and optimization.
6. Customer Success Planning & Execution
- Develop and implement customer success roadmaps to help customers achieve their business goals and enhance their experience and satisfaction.
7. Team Management & Local Operations
- Lead the local Customer Success team, establishing workflows and service standards to ensure team alignment and efficient execution of goals.
Job Requirements
1. Education
- Bachelor's degree or above, preferably in Marketing, Business Management, Information Technology, or related fields.
2. Work Experience
- Minimum of 5 years of experience in Customer Success or customer management, with a background in the SaaS industry.
- Proven experience in team management, with the ability to lead a local team to achieve customer success objectives.
- Preference will be given to candidates with CSM experience from leading SaaS companies such as Odoo, Zoho, QuickBooks, Busy, Tally, etc.
3. Core Competencies
- Familiar with SaaS product promotion and customer lifecycle management strong technical acumen and solution design capabilities.
- Ability to support pre-sales activities, including product demonstrations and value communication tailored to customer business scenarios.
- Skilled in using data analysis to identify renewal and upsell opportunities and drive conversions.
- Proficient in using CRM systems (e.g. Salesforce, Zoho CRM) and data analysis tools.
4. Preferred Qualifications
- Experience in Customer Success or pre-sales within the SaaS retail sector in East Africa.
- Experience in building or optimizing customer success processes from the ground up.
- Ability to propose product or operational improvements based on market and customer behavior data.
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