2,596 Customer Success 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 and nurture relationships with a portfolio of assigned clients.
• Drive customer adoption and maximize the value clients receive from our products.
• Onboard new clients and provide comprehensive product training.
• Conduct regular client check-ins and business reviews.
• Proactively identify and address client issues and escalations.
• Serve as the main point of contact for client inquiries and support needs.
• Gather client feedback and advocate for their needs internally.
• Monitor customer health metrics and identify at-risk accounts.
• Collaborate with sales and product teams to ensure client satisfaction and retention.

• Bachelor's degree in Business, Communications, or a related field.
• 2+ years of experience in Customer Success, Account Management, or Client Relations.
• Proven ability to build and maintain strong client relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Familiarity with CRM software (e.g., Salesforce, HubSpot).
• Ability to understand technical concepts and explain them clearly.
• Highly organized with strong time management skills.
• A passion for customer service and driving client success.

• Onboard new clients, providing comprehensive training and resources to ensure a smooth transition.
• Proactively engage with clients to understand their needs, goals, and challenges.
• Monitor client accounts, identify potential issues, and implement proactive solutions to prevent churn.
• Serve as the main point of contact for client inquiries, providing timely and accurate support via phone, email, and chat.
• Troubleshoot technical issues and guide clients through resolution steps.
• Educate clients on new features and best practices to maximize their utilization of our services.
• Conduct regular check-ins and business reviews with clients to assess satisfaction and identify opportunities for growth.
• Gather client feedback and communicate insights to internal product and sales teams.
• Develop and maintain strong, long-lasting customer relationships.
• Create and update customer-facing documentation and knowledge base articles.
• Achieve key performance indicators related to client satisfaction, retention, and expansion.
• Collaborate with sales and technical support teams to ensure a seamless client experience.

• Proven experience in customer success, account management, or a similar client-facing role.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to manage multiple client accounts and prioritize effectively.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer support tools.
• Adept at explaining technical concepts in a clear and understandable manner.
• Experience in troubleshooting and resolving customer issues.
• Ability to work collaboratively within a team environment.
• A Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.
• Familiarity with the local business landscape in Mlolongo is beneficial.
• High level of patience and empathy.

• Manage a portfolio of client accounts to ensure their success and satisfaction.
• Onboard new clients, guiding them through initial setup and integration.
• Develop and execute tailored customer success plans.
• Conduct regular business reviews and health checks with clients.
• Identify opportunities for product adoption, upselling, and cross-selling.
• Proactively identify and address potential client issues to prevent churn.
• Serve as the primary point of contact for assigned accounts.
• Collaborate with sales, product, and support teams to resolve client needs.
• Gather customer feedback to inform product development and service improvements.
• Drive customer advocacy and referrals.

• 2-4+ years of experience in customer success, account management, or a related client-facing role.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer needs and business objectives.
• Proficiency in CRM software and customer success platforms.
• Ability to build strong client relationships and manage multiple accounts.
• Proactive problem-solving skills and a customer-centric approach.
• Ability to work independently and effectively in a remote team environment.
• Bachelor's degree or equivalent experience preferred.

• Develop and maintain strong, long-lasting relationships with a dedicated portfolio of clients.
• Understand customer goals and objectives and ensure they are met through the effective use of our products/services.
• Proactively monitor customer health and engagement, identifying risks and opportunities.
• Conduct regular check-ins and business reviews with clients to assess satisfaction and provide strategic recommendations.
• Onboard new customers effectively, ensuring a smooth transition and quick time-to-value.
• Act as the primary point of contact for customer inquiries and escalations, coordinating with internal teams as needed.
• Identify opportunities for upselling and cross-selling based on client needs and business objectives.
• Gather customer feedback and advocate for their needs internally to influence product development and service improvements.
• Track key customer success metrics, such as adoption rates, retention, and satisfaction scores.
• Contribute to the development of customer success best practices and playbooks.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven experience (3+ years) in Customer Success, Account Management, or a related client-facing role.
• Demonstrated ability to build and maintain strong relationships with clients.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer relationship management (CRM) principles and software.
• Ability to analyze data, identify trends, and develop strategic recommendations.
• Proactive, self-motivated, and able to work independently in a remote setting.
• Experience with (mention specific industry/product type if applicable) is a plus.
• Passion for customer advocacy and driving client value.