1,722 Customer Success Director jobs in Kenya
Customer Success Manager, Enterprise Accounts
Posted 19 days ago
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Job Description
Our client is seeking a dedicated and customer-centric Customer Success Manager to oversee enterprise-level accounts. This fully remote position is crucial for building and maintaining strong, long-term relationships with our most valued clients, ensuring they maximize the value derived from our products and services. You will be responsible for onboarding new clients, understanding their business objectives, and proactively guiding them towards successful adoption and utilization. This includes providing strategic advice, conducting regular check-ins, addressing concerns, and acting as the primary point of contact for all post-sales interactions. You will collaborate closely with sales, support, and product teams to ensure a cohesive and exceptional customer experience. The ideal candidate will possess excellent communication, interpersonal, and problem-solving skills, with a proven ability to manage multiple client relationships simultaneously. Experience in account management, customer support, or a related client-facing role is highly preferred. A deep understanding of our industry and product offerings is beneficial, along with the ability to articulate value and drive customer satisfaction. You will be highly organized, proactive, and adept at working independently in a remote environment, utilizing CRM and communication tools effectively. This role requires a passion for helping customers achieve their goals and a commitment to driving customer loyalty and retention. We are looking for an empathetic and resourceful individual who can advocate for our clients internally and ensure their continued success and satisfaction. This is an excellent opportunity to foster meaningful client partnerships and contribute to the growth and reputation of our organization through exceptional service delivery, all from a convenient remote location.
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Senior Customer Success Manager, Global Accounts
Posted 8 days ago
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Job Description
Our client is a rapidly growing technology company looking for an exceptional Senior Customer Success Manager to join their fully remote team. In this crucial role, you will be the primary advocate for our largest and most strategic global clients, ensuring they derive maximum value from our products and services. You will build deep, trusted relationships, understand their evolving business needs, and proactively drive adoption, retention, and expansion. This is a unique opportunity to shape the success of key accounts and contribute to our global growth.
Responsibilities:
Qualifications:
Responsibilities:
- Manage a portfolio of high-value global enterprise clients, serving as their main point of contact and trusted advisor.
- Develop and execute success plans tailored to each client's strategic objectives, business goals, and user adoption targets.
- Conduct regular business reviews and strategy sessions with clients to ensure alignment and demonstrate value.
- Proactively identify opportunities for account growth, upsell, and cross-sell, working closely with the sales team.
- Monitor client health scores, identify at-risk accounts, and implement proactive retention strategies.
- Troubleshoot and resolve complex client issues, coordinating with internal technical and support teams.
- Gather client feedback and translate it into actionable insights for product development and service improvement.
- Educate clients on new product features, best practices, and industry trends.
- Contribute to the development and refinement of customer success methodologies and playbooks.
- Onboard new enterprise clients, ensuring a seamless and positive initial experience.
- Drive high levels of customer satisfaction, loyalty, and advocacy.
- Collaborate with marketing and sales teams on case studies, testimonials, and customer success stories.
Qualifications:
- 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, preferably within a SaaS or technology environment.
- Proven experience managing large enterprise or global accounts.
- Demonstrated ability to build and maintain strong, long-term relationships with C-level executives and key stakeholders.
- Excellent communication, presentation, and negotiation skills.
- Strong understanding of customer success principles and metrics.
- Analytical mindset with the ability to interpret data and translate it into actionable strategies.
- Proficiency in CRM software (e.g., Salesforce) and customer success platforms.
- Ability to manage a demanding workload and prioritize effectively in a remote setting.
- Proactive, resourceful, and results-oriented with a passion for client advocacy.
- Fluency in English; proficiency in other languages is a plus.
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Lead Customer Success Manager - Enterprise Accounts
Posted 3 days ago
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Job Description
Our client, a leading provider of B2B SaaS solutions, is seeking a seasoned Lead Customer Success Manager to oversee and nurture relationships with their most strategic enterprise clients. This fully remote position empowers you to build strong, long-lasting partnerships and drive value realization for key accounts across the globe. You will be instrumental in ensuring client retention, expansion, and advocacy, acting as the primary point of contact and trusted advisor.
Responsibilities:
Qualifications:
Responsibilities:
- Develop and execute proactive customer success plans for a portfolio of enterprise accounts, focusing on maximizing product adoption and value.
- Build and maintain strong relationships with key stakeholders, including executive sponsors, IT leaders, and end-users.
- Conduct regular business reviews (QBRs) to assess client progress, identify opportunities, and ensure alignment with strategic goals.
- Monitor client health metrics and proactively address any risks or challenges to ensure client retention and satisfaction.
- Identify opportunities for upsell and cross-sell within existing accounts, contributing to revenue growth.
- Serve as the voice of the customer internally, providing feedback to product, sales, and marketing teams.
- Onboard new enterprise clients, ensuring a smooth and effective transition to our platform.
- Develop and share best practices and success stories with clients and the broader customer success team.
- Mentor and guide junior Customer Success Managers, sharing expertise and fostering team development.
- Stay informed about industry trends and client business objectives to provide strategic guidance.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent experience.
- Minimum of 7 years of experience in Customer Success, Account Management, or a related client-facing role, with significant experience managing enterprise-level accounts.
- Proven ability to build and maintain strong executive-level relationships.
- Demonstrated success in driving customer retention, expansion, and advocacy.
- Excellent communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities, with a data-driven approach to customer management.
- Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
- Ability to work independently and collaboratively in a fully remote environment.
- Proven leadership or mentoring experience.
- Strategic thinking and business acumen.
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2
Lead Customer Success Manager - Enterprise Clients
Posted 3 days ago
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Job Description
Our client is seeking an exceptional and empathetic Lead Customer Success Manager to champion the success of our enterprise clients. This is a fully remote, critical role focused on ensuring our clients achieve maximum value from our products and services, fostering long-term loyalty, and driving customer retention and expansion. The ideal candidate is a strategic thinker with a passion for customer advocacy and a proven ability to build strong relationships with C-suite executives and key decision-makers.
Responsibilities:
Responsibilities:
- 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.
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3
Customer Success Executive
Posted today
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Job Description
Looking for a leader to build and maintain relationships with enterprise customers in the phase of project implementation. Our mobile-based sales automation service, SENRI, is aiming at changing the way they work at enterprises and strengthening distribution networks in Africa. Starting from 2015, we have been successful in the development of the service and acquisition of customers in Nigeria, Kenya, and Uganda, with a multi-national team of Nigerian and Japanese. For further growth and empowering our team, we need you now.
Scope of work
- Support corporate customers to utilize our service
- Lead training with new customers (incl. product setup)
- Check the usage of sales reps to identify who's using / not using
- Communicate with sales reps in case they have any challenges in the usage
- Solve challenges of customer (manager) satisfaction
- Send reports accordingly
- Other administrations
Working conditions
- Working hours : 8:30-17:30
- Working day: Monday – Friday
- Compensation to be discussed based on his/her capability and experience
- Probational period will be 3-6 months
- Long-term employment decision to be made by the end of this period
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4
saas - customer success manager
Posted today
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Job Description
Job Review
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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5
Customer Success Manager
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Customer Success Manager to join their team. This role will be responsible for building and maintaining strong relationships with clients, ensuring they derive maximum value from our services, and fostering long-term loyalty. You will act as the primary point of contact for a portfolio of clients, understanding their needs, providing proactive support, and resolving any issues that may arise. The ideal candidate possesses excellent communication skills, a deep understanding of customer service principles, and a passion for helping clients succeed. This position involves a hybrid work arrangement, requiring some days in the office and some days working remotely. You will be expected to collaborate closely with sales, product, and support teams to ensure a seamless customer experience.
Key Responsibilities:
Key Responsibilities:
- Onboard new clients and guide them through the initial stages of service adoption.
- Develop and maintain strong, long-lasting client relationships.
- Act as the primary liaison between clients and internal teams.
- Proactively identify client needs and advocate for their success within the organization.
- Provide ongoing support, troubleshooting, and guidance to clients.
- Monitor client health and engagement metrics, intervening when necessary.
- Educate clients on product features and best practices to maximize their utilization.
- Identify opportunities for upselling and cross-selling based on client needs.
- Gather client feedback and relay it to product and development teams for service improvement.
- Conduct regular check-ins and business reviews with clients.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 2-3 years of 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.
- Proficiency in CRM software and customer support tools.
- Ability to manage multiple client accounts simultaneously.
- Experience in a hybrid work environment is a plus.
- Familiarity with the relevant industry (e.g., SaaS, technology) is beneficial.
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Lead Customer Success Manager
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and results-oriented Lead Customer Success Manager to join our fully remote client support team. As a remote-first organization, we are committed to providing exceptional service and building strong, lasting relationships with our customers. In this vital role, you will be responsible for guiding and supporting our clients throughout their journey, ensuring they derive maximum value from our products and services. You will manage a portfolio of key accounts, proactively engage with customers to understand their needs, and provide timely and effective solutions to any challenges they may face. Key responsibilities include onboarding new clients, conducting regular check-ins and business reviews, identifying opportunities for upselling and cross-selling, and acting as the voice of the customer internally to drive product improvements. The ideal candidate will possess outstanding communication, interpersonal, and problem-solving skills, with a proven ability to build rapport and trust with diverse clientele. Experience in customer success, account management, or a related client-facing role, preferably within a SaaS or technology environment, is essential. Proficiency with CRM software (e.g., Salesforce, HubSpot) and helpdesk platforms is highly desirable. This position requires a proactive, empathetic, and highly organized individual who can work independently and manage multiple priorities effectively in a remote setting. You will play a critical role in customer retention and satisfaction, directly contributing to our client's growth and success. If you are passionate about delivering world-class customer experiences and thrive in a dynamic, remote work environment, we invite you to apply. We offer a supportive team culture and the opportunity to grow your career with a leading organization, all while enjoying the flexibility of working from home.
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7
Customer Success Manager, Remote Client Relations
Posted 8 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company, is looking for an exceptional Customer Success Manager to join their entirely remote client services team. In this role, you will be the primary point of contact for a portfolio of clients, ensuring they maximize their value from our client's products and services. Your mission will be to foster strong, long-term client relationships, drive product adoption, and proactively identify opportunities for client growth and retention. This is a remote-first position, demanding excellent communication, organizational, and problem-solving skills. Responsibilities include onboarding new clients, conducting regular check-ins, providing training and support, gathering customer feedback, and advocating for client needs internally. The ideal candidate is empathetic, possesses strong interpersonal skills, and has a passion for helping customers achieve their goals. Experience with customer relationship management (CRM) software and ticketing systems is required. A solid understanding of SaaS products and the ability to explain technical features in a clear, accessible manner are essential. You must be proactive, resourceful, and capable of managing multiple client accounts simultaneously in a virtual environment. This role requires a Bachelor's degree in Business, Communications, or a related field, along with at least 3 years of experience in customer success, account management, or a similar client-facing role. Our client is dedicated to providing a supportive and collaborative remote work environment, enabling its employees to achieve work-life balance while delivering outstanding customer experiences. This is a fantastic chance to build meaningful connections with clients and contribute to customer loyalty and company growth.
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8
Lead Customer Success Manager (SaaS)
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced and enthusiastic Lead Customer Success Manager to join their entirely remote team. In this crucial role, you will be responsible for ensuring our clients achieve maximum value from our platform, fostering strong relationships, and driving customer retention and expansion. You will lead a team of Customer Success Managers, providing guidance, mentorship, and support to help them excel. Your responsibilities will include onboarding new clients, proactively engaging with existing customers to understand their needs and goals, and providing strategic advice to help them succeed. You will also be tasked with identifying opportunities for upsells and cross-sells, managing customer escalations, and acting as the voice of the customer internally to inform product development and strategy. The ideal candidate will have a proven track record in customer success, account management, or a similar client-facing role within the SaaS industry, with demonstrated leadership experience. Exceptional communication, interpersonal, and problem-solving skills are essential. You should be passionate about building strong customer relationships, possess a deep understanding of customer success best practices, and be adept at using CRM and customer success platforms. This fully remote position requires a self-motivated individual who can manage their time effectively, work independently, and collaborate seamlessly with a distributed team. You will play a pivotal role in shaping our customer success strategy and contributing to the overall growth and success of the company. Your ability to understand customer pain points and translate them into actionable solutions will be key. The Lead CSM will also be responsible for developing and refining customer success playbooks and processes to ensure scalability and consistency. Driving product adoption and ensuring high levels of customer satisfaction and loyalty will be primary objectives. This is an exciting opportunity to lead a talented team and make a significant impact on our customer journey in a remote-first environment. You will champion customer advocacy and work towards reducing churn and increasing lifetime value.
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