1,587 Client Success Manager jobs in Kenya

We are seeking a Client Success Manager to deliver exceptional service and ensure clients achieve their goals throughout their partnership with us. This role is pivotal to our mission of connecting professionals with remote opportunities while fostering long-lasting client relationships.

As a Client Success Manager, you will collaborate closely with clients to understand their needs, provide tailored solutions, and recommend services to drive their success. We're looking for a proactive problem-solver with a proven track record of navigating complex challenges with professionalism and ease.

Job Responsibilities

• Serve as the primary point of contact for clients, ensuring seamless communication.
• Build and nurture strong client relationships, fostering trust and loyalty.
• Assess client needs and develop customized solutions aligned with their objectives.
• Provide expert guidance and ongoing support to help clients achieve their desired outcomes.
• Monitor client satisfaction, gather feedback, and identify opportunities for improvement.
• Collaborate with internal teams to optimize client experiences and deliver value.
• Address client inquiries and concerns promptly and professionally.

• Bachelor's degree in Business Administration or a related field, or equivalent experience.
• A minimum of 3 years of experience in client success, account management, or client relations.
• Familiarity with the staffing and recruiting industry is highly desirable.
• Proven expertise in client retention, client management, and sales is highly preferred.
• Exceptional communication skills, both written and verbal.
• Proven ability to build and maintain client relationships.
• Strong problem-solving and decision-making abilities.
• A self-starter with the ability to work independently and proactively.

Minimum Technical and Work Environment Requirements:

• Internet Connection:

• Primary internet connection with a minimum speed of 15 Mbps.

• Backup internet connection with at least 10 Mbps.

• Backup connection must be capable of supporting work during a power outage.

• Primary Device:

• Desktop or laptop equipped with at least:

• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.

• A minimum of 8 GB RAM.

• Backup Device:

• Must meet or exceed the performance of an Intel Core i3 processor.

• Must be functional during power interruptions.

• A functioning webcam.

• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• Peripherals and Workspace: A smartphone for communication and verification purposes.

Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.

Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.

Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.

Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.

Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.

Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

About us

At
Tana
, we believe that your skills and your character define you – not where in the world you were born.

Africa has the fastest-growing workforce in the world, yet only 1 job exists on the continent today for every 4 jobseekers. We're rewriting the story by opening the door for brilliant talent to take on full-time, remote roles with companies across North America and Europe, backed by extensive training, professional coaching, and on-the-ground support. 100% of the talent we place say that Tana provides better opportunities than they would have otherwise had access to, and we're just getting started

Position overview

As Client Success Manager, you will play a critical role in ensuring client satisfaction, retention, and growth. You'll serve as the primary point of contact for client stakeholders, ensuring that our service delivery meets expectations and creates long-term value. You'll also act as the bridge between clients and internal teams such as Recruitment, Training, and Talent Success, to empower our talent to thrive in their roles.

This is a hands-on role where you'll be immersed in relationship management and problem-solving day-to-day, with the opportunity to drive long-term growth and scale the Customer Success function.

Responsibilities

Client onboarding

• Onboard clients by helping them understand the Tana model, what to expect, and how to set themselves up for success in working with early-career talent from Kenya.
• Convey client requirements to our Recruitment & Training teams, and support high-quality delivery.
• Serve as the point person for client communications and logistics.

Client relationship management

• Run regular check-ins with client managers to gather feedback, problem-solve, and make sure expectations are being met on an ongoing basis.
• Bridge the client relationship with our internal Talent Success team by sharing context, feedback, and priorities — and ensuring clients know how we're following through.
• Manage client communication around contract renewals, annual reviews, performance concerns, and retention risks, working closely with HR and Talent Success to resolve them.
• Monitor client satisfaction and flag potential risks early, addressing them before they escalate.

Growth & expansion

• Support long-term success by reflecting with clients on the impact of our partnership, and identifying ways to add value (e.g., sharing best practices, co-developing plans for talent upskilling).
• Spot opportunities to expand relationships — whether through new teams, new roles, or referrals — and partner with our Sales team to pursue them.
• Capture client wins and stories to fuel business development.

Requirements

• 3+ years in client-facing roles such as Client Success, Account Management, Consulting, B2B Sales, or Project Management, with proven ability to build trusted relationships with senior stakeholders.
• Direct experience working with clients in North American and European markets.
• Excellent communication and collaboration skills with internal and external stakeholders.
• Strong judgment and problem-solving, particularly in high-stakes and ambiguous situations.
• Entrepreneurial mindset with the ability to thrive in a dynamic start-up environment.‬

Location

This is a hybrid position based in Nairobi, Kenya (on average 3 days a week in-office).

How to apply

Please apply through this
application form
. We look forward to getting to know you

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA
The Client Success Learner role is designed as a developmental position for individuals interested in building a career in client success management. The learner will work closely with experienced Client Success Specialists to understand best practices in managing Tier 3 client accounts and supporting the contracting process. The role emphasizes learning, shadowing, and gradually taking on responsibilities with guidance.

Key Responsibilities:
Client Relationship Development:

• Learn how to nurture and maintain professional relationships with client representatives, under the guidance of a Client Success Specialist.
• Observe and support in ensuring clients engage successfully with the organization.
• Participate in calls/meetings to understand how client satisfaction (CSAT) is monitored and improved.
• Assist in escalating issues through proper channels, learning how to facilitate resolution in collaboration with resolver groups.

Contract Management:

• Support in drafting contracts and scopes of work while gaining exposure to contract management best practices.
• Learn the process of ensuring timely client execution and handover to delivery teams.
• Gain an understanding of compliance and governance in contracting.

Adoption Support:

• Shadow Client Success Specialists to learn how clients adopt service features and increase usage.
• Assist in gathering client feedback and usage data to support adoption initiatives.
• Observe how value realization is demonstrated to clients.

Expansion & Renewal Awareness:

• Learn how to identify potential opportunities for up-selling and cross-selling.
• Gain exposure to renewal processes by assisting in preparation for on-time contract renewals.
• Support in documenting key client milestones that contribute to renewals and expansions.

Client Success Practice:

• Participate in team learning sessions, knowledge-sharing forums, and internal training on client success practices.
• Learn about data quality management, reporting, and maintaining accurate client information.
• Assist in onboarding Tier 3 accounts on the service portal.
• Gain hands-on experience with tools, methodologies, and client success KPIs.

Knowledge and Attributes:

• Building strong interpersonal and communication skills to interact effectively with stakeholders.
• Developing foundational knowledge in account planning, stakeholder management, and IT service environments.
• Learning about ITIL practices, contract management, and billing processes.
• Gaining exposure to financial and strategic aspects of client success (renewals, churn reduction, value realization).
• Understanding the company's offerings, positioning, and service portfolio.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology, Business, Sales, or a related field (preferred but not required for entry-level learners).
• Interest in pursuing ITIL foundation certification, Client success certifications and related industry certifications during the role.

Required experience:

• Entry-level experience or academic background in IT services, client management, sales, or related fields.
• Demonstrated eagerness to learn, strong organizational skills, and ability to work collaboratively in a team environment.
• Previous internship, academic project, or exposure to client-facing roles is an advantage but not mandatory.

Workplace type:
Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an

email address. If you suspect any fraudulent activity, please
contact us
.

• Serve as the primary point of contact for assigned hospitality clients, building and maintaining strong, long-term relationships.
• Proactively engage with clients to understand their business objectives, challenges, and opportunities.
• Onboard new clients, guiding them through the initial setup and integration of our client's services.
• Provide ongoing support, training, and strategic guidance to maximize client utilization and value.
• Monitor client health and satisfaction metrics, identifying at-risk accounts and developing retention strategies.
• Collaborate with sales and product development teams to relay client feedback and advocate for client needs.
• Conduct regular business reviews with clients to demonstrate ROI and identify opportunities for upselling or cross-selling.
• Troubleshoot client issues, coordinating with technical support teams to ensure timely and effective resolutions.
• Develop and share best practices, success stories, and industry insights with clients.
• Contribute to the development of client success resources, including FAQs, tutorials, and knowledge base articles.
• Stay abreast of industry trends, competitive landscape, and emerging technologies within hospitality and tourism.
• Achieve and exceed client retention and satisfaction targets.
• Act as a trusted advisor, empowering clients to leverage our client's platform to its fullest potential.
• Document client interactions and account progress in the CRM system.
• Identify opportunities to generate positive testimonials and case studies from satisfied clients.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• 3-5 years of experience in client-facing roles, preferably within the hospitality or travel industry.
• Demonstrated success in managing client relationships and driving satisfaction.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of the hospitality and tourism market dynamics.
• Proficiency in CRM software and client success platforms.
• Ability to work independently and manage multiple client accounts simultaneously in a remote setting.
• Problem-solving aptitude and a proactive approach to client needs.
• Familiarity with technology solutions used in the hospitality sector is a plus.
• A passion for delivering exceptional customer experiences.

• Develop and implement proactive customer success strategies for a portfolio of high-value enterprise accounts.
• Serve as the primary point of contact for key clients, building trusted advisor relationships and understanding their business objectives and challenges.
• Onboard new enterprise clients effectively, ensuring a smooth transition and successful product adoption.
• Conduct regular business reviews with clients to assess their progress, identify opportunities for improvement, and showcase ROI.
• Monitor client health metrics and proactively intervene to address potential risks and ensure client satisfaction.
• Collaborate with Sales, Product, and Support teams to advocate for customer needs and drive product improvements.
• Identify opportunities for upselling and cross-selling based on client success and evolving needs.
• Develop and share best practices, case studies, and success stories to highlight client achievements.
• Lead and mentor a team of Customer Success Managers, fostering a high-performance culture and promoting professional development.
• Contribute to the development of customer success playbooks and processes.
• Gather and synthesize customer feedback to inform product roadmaps and strategic decisions.
• Drive customer advocacy programs, encouraging referrals and positive testimonials.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 6 years of experience in Customer Success, Account Management, or a related client-facing role, with a significant portion focused on enterprise-level accounts.
• Proven track record of managing complex client relationships, driving retention, and increasing customer lifetime value.
• Excellent understanding of SaaS products and the customer lifecycle.
• Strong business acumen and the ability to understand client business strategies and align solutions accordingly.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage and influence senior stakeholders.
• Experience leading and mentoring a team is highly preferred.
• Proficiency in CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Proactive, solutions-oriented mindset with strong problem-solving capabilities.
• Ability to thrive in a fast-paced, dynamic, and fully remote work environment.
• Passion for customer advocacy and delivering exceptional client experiences.

• Build and maintain strong, trusting relationships with a designated portfolio of clients.
• Proactively engage with clients to understand their business objectives and challenges.
• Develop and execute tailored success plans to ensure clients achieve their desired outcomes.
• Drive product adoption and usage by providing ongoing training, resources, and best practice guidance.
• Monitor client health scores and proactively address potential issues before they escalate.
• Identify and nurture opportunities for account expansion, including upsells and cross-sells.
• Act as the voice of the customer internally, advocating for their needs and providing feedback to product, sales, and engineering teams.
• Conduct regular business reviews with clients to assess progress and identify new opportunities.
• Manage client escalations effectively, ensuring timely and satisfactory resolutions.
• Contribute to the development of customer success best practices and resources.
• Collaborate effectively with sales, support, and product teams in a remote environment.
• Track and report on key customer success metrics, such as retention rates, churn, and customer satisfaction (CSAT/NPS).

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 6 years of experience in customer success, account management, or a client-facing role, preferably in a SaaS environment.
• Proven ability to build and maintain strong relationships with a diverse client base.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and negotiation skills.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• Ability to understand complex technical concepts and explain them clearly to non-technical audiences.
• Demonstrated ability to manage multiple priorities and deadlines in a fast-paced, remote setting.
• Proactive and results-oriented mindset with a passion for helping customers succeed.
• Experience in conducting effective client business reviews.
• Familiarity with subscription-based business models is highly desirable.

• Onboard new clients, ensuring a smooth and successful transition to our platform/services.
• Develop and maintain strong, long-lasting relationships with a portfolio of key clients.
• Proactively engage with clients to understand their needs, goals, and challenges.
• Provide ongoing product support, troubleshooting, and guidance to ensure clients achieve their desired outcomes.
• Monitor client usage and satisfaction, identifying at-risk accounts and implementing retention strategies.
• Identify opportunities for upselling and cross-selling additional products or services.
• Conduct regular check-ins and business reviews with clients to assess satisfaction and value realization.
• Gather client feedback and collaborate with product and engineering teams to inform product development.
• Act as a client advocate, ensuring their voice is heard within the organization.
• Contribute to the development of customer success best practices and resources.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role.
• Proven ability to build and maintain strong relationships with diverse clients.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage effectively remotely.
• Strong problem-solving and analytical skills, with a customer-centric approach.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to understand and articulate technical concepts related to our products/services.
• Demonstrated success in managing a portfolio of accounts and driving customer retention and growth.
• Proactive, organized, and able to manage multiple priorities in a remote work environment.
• A passion for helping customers succeed and a dedication to delivering exceptional service.