179 Customer Success Manager jobs in Nairobi

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.

Share your CV through

• Manage a portfolio of clients, ensuring high levels of satisfaction and retention.
• Onboard new clients, guiding them through the initial stages of product adoption.
• Develop and maintain strong, long-term relationships with key client stakeholders.
• Proactively identify and address client needs and challenges.
• Provide ongoing support, training, and best practice guidance to clients.
• Monitor client usage and health, intervening when necessary to ensure success.
• Identify opportunities for account growth, including upsells and cross-sells.
• Act as the voice of the customer internally, advocating for their needs.
• Develop and deliver regular business reviews with clients.
• Contribute to the development of customer success best practices and resources.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or Client Services.
• Proven track record of managing client relationships and driving retention.
• Experience in a SaaS or technology-driven environment is highly preferred.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving abilities and a proactive approach.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency in CRM software and customer success platforms.
• Demonstrated ability to understand customer needs and deliver value.
• Passion for customer advocacy and delivering exceptional service.

• Build and maintain strong, long-lasting relationships with a portfolio of enterprise clients.
• Understand client business objectives and demonstrate how our client's solutions can help achieve them.
• Proactively monitor client health and identify opportunities for increased engagement and value realization.
• Conduct regular business reviews with clients to assess progress and identify areas for improvement.
• Drive product adoption and usage by providing best practices, training, and ongoing support.
• Act as the voice of the customer internally, providing feedback to product, sales, and marketing teams.
• Manage client escalations and ensure timely and satisfactory resolution of issues.
• Identify and pursue opportunities for account expansion and upsell.
• Develop and execute customer success plans tailored to individual client needs.
• Contribute to the development of customer success best practices and resources.

• Bachelor's degree in Business, Marketing, or a related field; relevant certifications are a plus.
• Minimum of 5 years of experience in customer success, account management, or a client-facing technical role, preferably within a SaaS environment.
• Proven track record of managing enterprise-level client relationships and achieving high retention rates.
• Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex technical concepts clearly.
• Strong understanding of SaaS business models and customer lifecycle management.
• Ability to analyze customer data and identify trends and opportunities.
• Proactive, self-motivated, and able to work independently in a remote setting.
• Experience with CRM software (e.g., Salesforce) and customer success platforms.
• Demonstrated ability to manage multiple priorities and projects simultaneously.
• A passion for helping customers succeed and a deep commitment to delivering exceptional service.

• Manage a portfolio of key client accounts, ensuring high satisfaction and retention.
• Onboard new clients, guiding them through the setup and implementation process.
• Drive product adoption and encourage clients to leverage the full capabilities of the platform.
• Proactively identify client needs and provide strategic recommendations for improvement.
• Serve as the primary point of contact for client inquiries and issues.
• Monitor client health metrics and implement proactive interventions.
• Identify opportunities for account growth, upsells, and cross-sells.
• Gather customer feedback and translate insights into actionable improvements.
• Collaborate with internal teams to resolve client issues and enhance the client experience.
• Conduct regular business reviews with clients to assess progress and align on future goals.

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a related client-facing role.
• Proven track record of managing and growing client relationships in a SaaS environment.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success principles and best practices.
• Ability to analyze data and identify trends to drive client outcomes.
• Proficiency in CRM and customer success platforms.
• Self-motivated with the ability to work independently and manage time effectively in a remote setting.
• Experience in problem-solving and conflict resolution.

• Manage and grow a portfolio of key customer accounts.
• Build and maintain strong, long-term customer relationships.
• Act as the primary point of contact for customer inquiries and issues.
• Develop and execute customer success plans to ensure client satisfaction and retention.
• Proactively identify customer needs and recommend solutions.
• Drive product adoption and ensure customers achieve desired outcomes.
• Gather customer feedback and translate it into actionable insights for internal teams.
• Monitor customer health and implement strategies to mitigate churn risk.
• Collaborate with sales and product teams to enhance the customer experience.
• Onboard new customers and provide ongoing training and support.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer success, account management, or client relations.
• Proven track record of managing high-value client relationships and driving retention.
• Exceptional communication, presentation, and interpersonal skills.
• Strong understanding of customer success methodologies and best practices.
• Ability to analyze customer data and identify trends.
• Proficiency in CRM software and customer success platforms.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work independently and manage time effectively in a remote environment.
• Passion for delivering exceptional customer service and building lasting relationships.

• Build and maintain strong, long-lasting relationships with a portfolio of high-value clients.
• Proactively engage with customers to understand their business objectives and how our solutions can help them achieve success.
• Drive product adoption and usage by providing strategic guidance, training, and best practices.
• Monitor customer health scores and identify at-risk accounts, developing and executing proactive retention strategies.
• Serve as the escalation point for critical customer issues, coordinating with internal teams to ensure timely resolution.
• Conduct regular business reviews with clients to demonstrate value, gather feedback, and identify upsell/cross-sell opportunities.
• Onboard new customers effectively, ensuring a smooth transition and rapid time-to-value.
• Act as the voice of the customer internally, providing feedback to product, sales, and marketing teams.
• Develop and refine customer success playbooks and best practices.
• Track and report on key customer success metrics, such as retention rates, churn, and net promoter score (NPS).
• Mentor and guide junior Customer Success Managers.
• Identify opportunities for customers to become advocates through case studies, testimonials, and referrals.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in a SaaS environment.
• Proven track record of managing a portfolio of enterprise clients and driving customer retention and growth.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to understand technical concepts and explain them clearly to non-technical audiences.
• Experience working in a hybrid work environment, balancing remote and in-office responsibilities.
• Proactive, organized, and able to manage multiple priorities effectively.
• Demonstrated ability to collaborate effectively with cross-functional teams.
• A passion for helping customers succeed and a commitment to service excellence.

• Build and maintain strong, long-lasting relationships with a dedicated portfolio of enterprise clients.
• Understand client business objectives and proactively align our solutions to help them achieve these goals.
• Onboard new clients, ensuring a smooth and successful implementation of our CRM software.
• Drive product adoption and user engagement through regular check-ins, training sessions, and best practice sharing.
• Monitor client health scores and proactively address any potential risks or churn indicators.
• Identify opportunities for account expansion and upsell/cross-sell based on client needs and success.
• Act as the primary point of contact for escalated client issues, working collaboratively with internal teams to ensure timely resolution.
• Gather client feedback and insights to inform product development and service improvements.
• Develop and deliver compelling presentations and business reviews to client stakeholders.
• Contribute to the development of customer success best practices and playbooks.

• A Bachelor's degree in Business Administration, Marketing, or a related field.
• A minimum of 6 years of experience in Customer Success, Account Management, or a related client-facing role within the SaaS industry.
• Proven track record of managing a portfolio of enterprise-level accounts and driving significant client retention and growth.
• Deep understanding of SaaS product lifecycles, customer success principles, and CRM best practices.
• Exceptional communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a proactive approach to client management.
• Ability to work effectively in a hybrid environment, collaborating with both remote and in-office teams.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• A passion for client advocacy and driving exceptional customer experiences.
• Demonstrated ability to influence stakeholders at various levels.