3,749 Customer Success Lead Saas jobs in Kenya
Customer Success Lead - SaaS
Posted 18 days ago
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Job Description
Our client is seeking an exceptional Customer Success Lead to spearhead our customer advocacy and retention efforts for our cutting-edge SaaS platform. This is a fully remote position, offering the flexibility to work from anywhere in Kenya. You will be instrumental in ensuring our clients maximize the value they derive from our software, fostering strong, long-term relationships, and driving product adoption. Your primary responsibility will be to develop and execute proactive customer success strategies, including onboarding, training, ongoing support, and regular business reviews. You will act as the primary point of contact for key accounts, understanding their unique business challenges and aligning our solutions to meet their objectives. This role requires a deep understanding of the SaaS ecosystem and a passion for customer advocacy. You will be responsible for monitoring customer health, identifying at-risk accounts, and developing strategies to improve retention and reduce churn. Your ability to identify expansion opportunities within existing accounts will also be a key performance indicator. The ideal candidate will possess outstanding communication, interpersonal, and problem-solving skills, with a proven track record of building trust and rapport with diverse client stakeholders. Experience in managing a team of Customer Success Managers is highly desirable. You will collaborate closely with our Sales, Product, and Engineering teams to ensure a cohesive customer experience. This role demands excellent organizational skills, the ability to manage multiple priorities, and a proactive approach to client management. In this remote role, you will need to be self-disciplined, results-oriented, and adept at using digital tools for communication and collaboration. We are looking for a leader who is passionate about customer success and committed to delivering unparalleled service.
Responsibilities:
Responsibilities:
- Develop and implement comprehensive customer success strategies to drive adoption, retention, and advocacy.
- Manage a portfolio of key accounts, serving as their primary point of contact.
- Oversee the customer onboarding process, ensuring a smooth and successful transition.
- Conduct regular check-ins and business reviews with clients to assess satisfaction and identify needs.
- Monitor customer health metrics, proactively identifying and mitigating churn risks.
- Drive product adoption and ensure customers are leveraging the platform to its full potential.
- Identify opportunities for account expansion and upselling.
- Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.
- Develop and deliver training materials and best practices to clients.
- Gather customer feedback and insights to inform product development and service improvements.
- Lead and mentor a team of Customer Success Managers.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in Customer Success, Account Management, or a similar client-facing role within the SaaS industry.
- Proven track record of managing high-value client relationships and driving retention.
- Strong understanding of SaaS business models and customer lifecycle management.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to lead and manage a team.
- Proficiency in CRM software and customer success platforms.
- Strong analytical and problem-solving skills.
- Ability to work independently and thrive in a remote, fast-paced environment.
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Remote Customer Success Lead (SaaS)
Posted 16 days ago
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Job Description
Our client, a rapidly growing Software-as-a-Service (SaaS) company, is seeking an experienced and empathetic Remote Customer Success Lead to champion client satisfaction and retention. This is a fully remote position, offering a fantastic opportunity to work from anywhere in Kenya while supporting clients who primarily operate in the Ongata Rongai, Kajiado, KE region and beyond. You will be the primary point of contact for a portfolio of clients, responsible for understanding their business needs, ensuring they derive maximum value from our platform, and proactively identifying opportunities for growth and upsell. Your role will involve onboarding new clients, providing ongoing training and support, conducting regular business reviews, and addressing any issues or concerns promptly and effectively. You will work closely with sales, product, and support teams to ensure a seamless customer experience. The ideal candidate possesses exceptional communication and interpersonal skills, a strong understanding of SaaS business models, and a passion for helping clients succeed. You should be adept at building relationships, problem-solving, and advocating for client needs internally. A proactive, data-driven approach to customer management is essential. This role requires a highly organized, self-motivated individual who thrives in a remote environment and is committed to delivering outstanding customer service.
Responsibilities:
Responsibilities:
- Manage a portfolio of B2B SaaS clients, ensuring high levels of satisfaction and retention.
- Develop and execute customer success plans tailored to individual client goals.
- Onboard new clients, providing comprehensive training and setup assistance.
- Conduct regular check-ins and business reviews with clients to assess their needs and ensure value realization.
- Proactively identify and address client challenges and risks.
- Identify opportunities for product adoption, upsell, and cross-sell.
- Serve as the main point of contact for client inquiries and escalations.
- Collaborate with sales, product, and technical support teams to resolve client issues.
- Gather client feedback and insights to inform product development and service improvements.
- Track key customer success metrics, such as churn rate, adoption, and Net Promoter Score (NPS).
- Bachelor's degree in Business, Marketing, or a related field.
- Minimum of 4 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS industry.
- Proven ability to build and maintain strong client relationships.
- Excellent communication, presentation, and interpersonal skills.
- Strong understanding of SaaS product lifecycles and customer onboarding processes.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- Ability to analyze data, identify trends, and develop actionable insights.
- Demonstrated problem-solving skills and a customer-centric approach.
- Self-motivated, organized, and able to manage multiple priorities in a remote setting.
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Lead Customer Success Manager (SaaS)
Posted 19 days ago
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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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Lead Customer Success Manager - SaaS Platform
Posted 19 days ago
Job Viewed
Job Description
Our client, a fast-growing Software-as-a-Service (SaaS) provider, is looking for an experienced and empathetic Lead Customer Success Manager to join their fully remote team. This role is critical in ensuring our clients derive maximum value from our platform, fostering strong, long-term relationships and driving customer retention and expansion. You will be responsible for leading a team of Customer Success Managers, overseeing key accounts, and developing proactive strategies to address customer needs and challenges. Your responsibilities will include onboarding new clients, conducting regular check-ins and business reviews, identifying upsell and cross-sell opportunities, and acting as the primary point of contact for high-value customers. You will also play a key role in gathering customer feedback to inform product development and service improvements. The ideal candidate possesses a deep understanding of SaaS business models, a passion for customer advocacy, and a proven track record in managing complex client relationships. Exceptional communication, interpersonal, and problem-solving skills are essential. Experience in managing and mentoring a remote team is highly desirable. You should be adept at using CRM and customer success platforms, analyzing usage data, and translating insights into actionable strategies. A Bachelor's degree in Business, Marketing, or a related field is preferred. If you are a strategic thinker, a natural relationship builder, and thrive in a dynamic, remote environment where you can make a significant impact on customer satisfaction and business growth, we want to hear from you. This role serves customers in and around the **Mombasa, Mombasa, KE** area, but is conducted entirely remotely.
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Lead Customer Success Manager - SaaS Solutions
Posted 11 days ago
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Job Description
Our client, a rapidly growing Software-as-a-Service (SaaS) provider, is seeking an accomplished Lead Customer Success Manager to join their fully remote team. This leadership role is crucial in ensuring our clients achieve maximum value from our innovative solutions. You will manage a portfolio of high-value accounts, drive adoption, identify upsell opportunities, and foster long-term client relationships. The ideal candidate possesses a strong understanding of SaaS technology, exceptional client management skills, and a proven ability to lead and mentor a team of Customer Success Managers. This role offers the flexibility to work from home while playing a key part in our client's growth strategy.
Key Responsibilities:
Key Responsibilities:
- Lead a team of Customer Success Managers, providing coaching, mentorship, and performance management.
- Develop and execute strategic account plans for key clients to drive product adoption and retention.
- Proactively identify and address potential client churn risks, implementing retention strategies.
- Serve as the primary point of contact for high-profile clients, ensuring their success and satisfaction.
- Conduct regular business reviews with clients to demonstrate value and gather feedback.
- Identify opportunities for upselling and cross-selling additional products or services.
- Collaborate with sales, product, and support teams to ensure a seamless client experience.
- Develop and refine customer success playbooks, best practices, and onboarding processes.
- Analyze customer data to identify trends, measure success metrics, and report on account health.
- Champion customer advocacy and gather testimonials and case studies.
This advertiser has chosen not to accept applicants from your region.
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Remote Lead Customer Success Manager - SaaS
Posted 1 day ago
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Job Description
Our client, a leading provider of innovative SaaS solutions, is seeking a dynamic and results-oriented Lead Customer Success Manager to join their fully remote team. This is a strategic role focused on ensuring our clients maximize the value they derive from our products and services. You will lead a team of Customer Success Managers (CSMs), overseeing their performance, providing guidance, and fostering a customer-centric culture. The ideal candidate will possess a deep understanding of SaaS business models, a passion for building strong client relationships, and a proven ability to drive customer retention and growth. This remote-first position requires exceptional leadership, communication, and problem-solving skills, along with the ability to manage a distributed team effectively. You will be responsible for developing and implementing customer success strategies, monitoring key customer health metrics, and proactively addressing any potential churn risks. Your role will involve collaborating closely with sales, product, and support teams to ensure a seamless customer journey from onboarding through to renewal and expansion. We are looking for an individual who can champion the voice of the customer internally and drive product improvements based on customer feedback. The successful candidate will be adept at identifying opportunities for upselling and cross-selling, contributing directly to revenue growth. This is an unparalleled opportunity to shape the customer experience at a rapidly growing company and make a significant impact on customer loyalty and lifetime value. The fully remote nature of this position necessitates strong self-management and excellent virtual communication skills.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of Customer Success Managers.
- Develop and execute comprehensive customer success strategies.
- Monitor key customer health metrics and proactively identify risks.
- Drive customer adoption, retention, and expansion within assigned accounts.
- Onboard new clients and ensure successful product implementation.
- Serve as a trusted advisor to clients, understanding their business objectives.
- Collaborate with sales, product, and support teams to enhance the customer experience.
- Identify opportunities for upselling and cross-selling.
- Gather customer feedback and advocate for product improvements internally.
- Analyze customer data to provide insights and recommendations.
- Bachelor's degree in Business, Marketing, or a related field.
- Minimum of 6 years of experience in Customer Success or Account Management, with at least 2 years in a leadership role.
- Proven track record in SaaS customer retention and growth.
- Deep understanding of SaaS product lifecycles and customer engagement strategies.
- Exceptional leadership, coaching, and team management skills.
- Strong analytical and problem-solving abilities.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to build and maintain strong client relationships.
- Proficiency with CRM and customer success platforms.
- Proven ability to work effectively and collaboratively in a remote setting.
This advertiser has chosen not to accept applicants from your region.
5
Remote Lead Customer Success Manager - SaaS Platforms
Posted 19 days ago
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Job Description
Our client is searching for a seasoned and strategic Remote Lead Customer Success Manager to spearhead their customer engagement initiatives for their cutting-edge SaaS platforms. This critical role involves building and nurturing long-term relationships with clients, ensuring they maximize the value derived from our solutions and achieve their business objectives. You will lead a team of Customer Success Managers, providing mentorship, guidance, and performance oversight, while also managing a portfolio of high-value enterprise accounts. Responsibilities include developing and executing proactive customer success strategies, identifying opportunities for upsells and cross-sells, and mitigating churn through exceptional support and value realization. This position requires a deep understanding of SaaS business models, customer lifecycle management, and the ability to translate client needs into actionable product feedback for our development teams. You will be the primary point of contact for key clients, conducting regular business reviews, providing strategic recommendations, and ensuring seamless onboarding and adoption processes. The ideal candidate possesses outstanding communication, negotiation, and problem-solving skills, coupled with a proven track record of driving customer satisfaction and loyalty in a remote environment. This is a challenging and rewarding opportunity to shape the customer experience and contribute significantly to the growth of our client's business.
Responsibilities:
Responsibilities:
- Lead and mentor a team of Customer Success Managers in a remote setting.
- Develop and implement proactive customer success strategies to drive adoption, retention, and expansion.
- Manage a portfolio of enterprise-level accounts, serving as the primary point of contact.
- Conduct regular business reviews and strategy sessions with key clients.
- Identify opportunities for upsells and cross-sells based on client needs and platform capabilities.
- Develop and execute strategies to reduce customer churn and increase customer lifetime value.
- Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience.
- Gather and synthesize customer feedback to inform product development and service improvements.
- Onboard new clients effectively, ensuring successful product adoption and value realization.
- Serve as an advocate for customers internally, ensuring their needs are met.
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 7 years of experience in Customer Success, Account Management, or a related client-facing role, with at least 2 years in a leadership capacity.
- Proven experience in managing enterprise-level SaaS accounts.
- Demonstrated success in reducing churn and driving customer retention and expansion.
- Exceptional communication, presentation, and interpersonal skills.
- Strong understanding of SaaS business models and customer lifecycle management.
- Ability to analyze data, identify trends, and develop strategic recommendations.
- Experience leading and motivating remote teams.
- Proficiency with CRM and Customer Success platforms.
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Lead Remote Customer Success Manager, SaaS
Posted 8 days ago
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Job Description
Our client is looking for an experienced and empathetic Lead Remote Customer Success Manager to spearhead their customer engagement initiatives for their cutting-edge SaaS platform. This is a fully remote role, offering the flexibility to work from anywhere while being integral to fostering long-term relationships with a global client base. As the Lead, you will guide a team of Customer Success Managers, setting best practices, driving strategic account management, and ensuring optimal user adoption and satisfaction. Your core responsibilities will include developing and implementing proactive customer success strategies, onboarding new clients, conducting regular check-ins, identifying upsell and cross-sell opportunities, and acting as a key liaison between customers and internal product/engineering teams. You will be instrumental in reducing churn, increasing customer lifetime value, and championing customer feedback to inform product development. The ideal candidate possesses a strong understanding of the SaaS landscape, exceptional communication and interpersonal skills, and a passion for problem-solving. Proven experience in customer success, account management, or a related client-facing role, preferably within a tech-focused environment, is essential. Experience managing a team and developing strategic customer retention programs is highly desirable. You must be highly organized, results-oriented, and comfortable navigating complex client needs through digital channels. Excellent written and verbal communication skills, coupled with strong presentation abilities via video conferencing, are crucial for success in this remote position. This role offers a significant opportunity to shape the customer experience and contribute to the growth of a forward-thinking company, serving clients remotely but with a strong presence impacting the **Nairobi, Nairobi, KE** business ecosystem. If you are a natural relationship builder, a strategic thinker, and a leader passionate about driving customer loyalty and success, we invite you to apply.
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7
Customer Support Specialist - Technical Account Management
Posted 5 days ago
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Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to manage technical accounts. This is a fully remote position, offering the opportunity to provide exceptional service and support to clients from anywhere. You will be responsible for building and maintaining strong relationships with a portfolio of key customers, ensuring their satisfaction with our products and services, and serving as their primary point of contact for technical inquiries and issues. The ideal candidate will have excellent communication and problem-solving skills, a thorough understanding of our client's offerings, and a proactive approach to customer success. You will collaborate with internal teams, including sales, engineering, and product development, to address customer needs and provide timely resolutions. This role requires empathy, patience, and a genuine desire to help clients succeed. Key responsibilities include: managing customer inquiries via phone, email, and chat, troubleshooting technical issues and guiding customers through solutions, proactively communicating updates and product information, gathering customer feedback and relaying it to relevant departments, identifying opportunities to upsell or cross-sell relevant products, ensuring customer retention and loyalty, and documenting all customer interactions and resolutions. This remote role demands strong organizational skills, the ability to work independently and manage your time effectively, and excellent virtual communication capabilities. You will be the voice of the customer within the organization. We are looking for a detail-oriented individual with a passion for customer service and a commitment to building lasting client relationships. If you are a skilled customer support professional ready to make a significant impact remotely, we encourage you to apply. This role supports our client's customer relations and technical assistance efforts related to **Ongata Rongai, Kajiado, KE**.
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8
Senior Customer Support Lead - Technical & Escalation Management
Posted 19 days ago
Job Viewed
Job Description
Our client, a fast-paced technology company specializing in innovative SaaS solutions, is seeking an experienced and highly motivated Senior Customer Support Lead to manage their remote customer support operations. This pivotal role will involve leading a team of support specialists, overseeing complex technical issues, and ensuring exceptional customer satisfaction. You will be responsible for developing and implementing support strategies, processes, and tools to deliver timely, accurate, and efficient resolution of customer inquiries and escalations. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a proven ability to manage and resolve technical challenges in a remote environment.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and high-performing work environment.
- Oversee the daily operations of the customer support function, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Handle complex technical issues and customer escalations, providing expert guidance and timely resolution.
- Develop and refine customer support processes, workflows, and documentation to improve efficiency and customer experience.
- Identify trends in customer inquiries and issues, collaborating with product and engineering teams to address root causes and implement preventative solutions.
- Develop and deliver training programs for the support team on product knowledge, troubleshooting techniques, and customer service skills.
- Utilize and manage customer support software and tools (e.g., ticketing systems, CRM, knowledge bases) to optimize support operations.
- Monitor customer feedback and satisfaction metrics, implementing strategies to enhance overall customer loyalty.
- Contribute to the development of self-service support resources, such as FAQs and knowledge base articles.
- Act as a point of escalation for critical customer issues, ensuring prompt and satisfactory resolution.
- Collaborate with other departments to ensure a seamless customer journey from pre-sales to post-sales support.
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