639 Customer Relationship Management jobs in Kenya

Terms

Ksh 30,000 | 40 hours/week | Hybrid

Company Description

Ebikes Africa's mission is to revolutionize transportation in Africa by providing high-quality, eco-friendly electric bicycles. We aim to promote a sustainable and healthy lifestyle by offering accessible e-bikes, irrespective of location. Our goal is to enhance the quality of life in Africa by reducing traffic congestion, improving air quality, and increasing transportation access. We are dedicated to outstanding customer service and forming strong partnerships with local communities and businesses. We believe in the positive impact of our e-bikes and are committed to making this vision a reality.

The Role reports to:
Customer Success Manager-Kenya HQ

About the role:

As a Customer Success Associate, you will be the bridge between our solutions and our clients' success. This role is ideal for someone with a background in IT who also enjoys working directly with people. You will play a key part in helping clients maximize the value of ControlTech's solutions by providing tailored training, insightful data analysis, and ongoing support. Beyond technical expertise, you will bring empathy, strong communication, and problem-solving skills to build lasting client relationships and drive measurable impact.

What you'll do:

• Deliver product trainings & presentations
• Analyse customer data & share insights
• Build strong relationships with clients
• Collaborate with teams to drive success
• Emotional Intelligence

What we're looking for:

• Diploma/Higher Diploma in IT (Bachelor's is a plus)
• Strong presentation & training skills
• Solid data analysis skills (Power BI, Python, Advanced Excel plus)
• Customer-focused & great communicator

About ControlTech

ControlTech is a leading provider of Fleet Management solutions in East Africa, dedicated to delivering one version of truth for a seamless customer experience. We leverage innovation, collaboration, and best practices to empower our clients.

Our Mission

"We deliver innovative telematics and IoT solutions that transform complex data into actionable insights. Our goal is to empower clients to enhance their operational efficiency, productivity, and safety, while also boosting security and profitability. By harnessing the power of advanced analytics, we enable smarter decisions that drive success in an interconnected world."

How to Apply:

Ready to make an impact? Apply now via the email: -
, or via the website

Language:

Fluent in English and Kiswahili

Closing Date: 20
TH
SEPTEMBER 2025

Job Summary

You should be able to build strong customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. Ensure all customers are successfully using the payment gateway service

Responsibilities

• Guide customers through the onboarding process, helping them set up and integrate the company's

products or services into their operations smoothly.

• Serve as the primary point of contact for customers, addressing their inquiries, resolving issues, and

providing timely assistance.

• Aid with the development and improvement of the product by gathering feedback to identify recurring

issues and addressing these with the product manager.

• Train customers on how to effectively use the products or services, ensuring they understand the full

range of features and capabilities available to them.

• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and

retention

• Identify upselling and cross-selling opportunities based on the customer's needs and goals, contributing

to revenue growth.

• Review the customer journey, determine how it's supported, and use a consultative approach to help

clients overcome issues and achieve their goals

• Facilitate interaction and workflow among project team members, including third-party service providers,

to ensure timely deliverables

• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings

• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS

scores to identify areas for improvement

• Work with sales and marketing teams to boost customer referrals and develop case studies

Qualifications

• Bachelor's degree in Business Administration, Marketing or equivalent

• At least three years of experience in Customer Success, Communications, Marketing, Sales or Account Management.

• Knowledge of CRM and project management tools

• Excellent interpersonal skills

• Active team player, self-starter, and multitasker who can quickly adjust priorities.

To submit your application, kindly send your CV to

with the subject line
Customer Success Executive

• Manage a portfolio of assigned customers, ensuring their satisfaction and long-term success.
• Develop and execute customer success plans tailored to individual client needs and goals.
• Onboard new customers efficiently, guiding them through product setup and initial usage.
• Provide regular product training, best practice guidance, and proactive support to enhance customer understanding and adoption.
• Monitor customer health metrics, identify at-risk accounts, and implement retention strategies.
• Serve as the primary point of contact for customer inquiries, issues, and escalations.
• Collaborate with sales and product teams to address customer feedback and drive product improvements.
• Identify opportunities for account growth, including upselling and cross-selling relevant services.
• Manage the customer renewal process, ensuring high retention rates.
• Gather customer feedback through surveys, interviews, and regular check-ins.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 3 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS environment.
• Proven ability to build and maintain strong customer relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to manage multiple priorities and work effectively in a hybrid work model.
• A proactive and results-oriented approach to customer satisfaction.
• Understanding of SaaS business models and customer lifecycle management.

• Lead and mentor a team of Customer Success Managers.
• Develop and execute strategies to enhance customer satisfaction, retention, and loyalty.
• Oversee the client onboarding process to ensure successful product adoption.
• Proactively engage with clients to understand their needs and business objectives.
• Identify opportunities for upselling and cross-selling services.
• Monitor client health metrics and address potential churn risks.
• Handle and resolve escalated customer issues and complaints.
• Gather customer feedback and provide insights to product and sales teams.
• Define and track key performance indicators (KPIs) for the customer success team.
• Foster a customer-centric culture throughout the organization.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in Customer Success, Account Management, or a related client-facing role, with at least 1 year in a leadership capacity.
• Proven experience in managing and motivating a team.
• Strong understanding of customer success principles and best practices.
• Excellent communication, interpersonal, and negotiation skills.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms.
• Analytical skills with the ability to interpret customer data and trends.
• Demonstrated ability to manage complex client relationships.
• Strong problem-solving and conflict-resolution abilities.
• Experience in a SaaS or technology-driven environment is a plus.

• Lead and mentor a team of Customer Success Managers, fostering a high-performance culture.
• Develop and implement customer success plans and playbooks to enhance customer onboarding and retention.
• Proactively engage with customers to understand their needs, challenges, and goals.
• Act as a primary point of contact for escalated customer issues and ensure timely resolution.
• Monitor customer health metrics and identify at-risk accounts for proactive intervention.
• Drive customer adoption and utilization of products/services through effective guidance and training.
• Identify opportunities for upselling and cross-selling to existing clients.
• Collaborate with product teams to provide customer feedback and influence product roadmap development.
• Develop and deliver regular reports on customer satisfaction, retention rates, and other key performance indicators.
• Champion customer advocacy and gather testimonials and case studies.