63 Customer Success Operations jobs in Nairobi

• Manage a portfolio of enterprise-level clients, serving as their primary point of contact.
• Develop and execute strategic success plans tailored to each client's business objectives.
• Drive customer adoption, satisfaction, and retention through proactive engagement.
• Onboard new clients effectively, ensuring a smooth transition and quick time-to-value.
• Conduct regular business reviews with clients to demonstrate ROI and identify areas for growth.
• Monitor client health scores and proactively address potential risks or churn indicators.
• Identify and pursue opportunities for account expansion and upselling.
• Collaborate with sales, product, and support teams to ensure exceptional client experiences.
• Gather client feedback to inform product development and service improvements.
• Act as a strong advocate for client needs within the organization.
• Troubleshoot and resolve client issues efficiently and effectively.

• 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 similar client-facing role, preferably within SaaS.
• Proven track record of managing enterprise client relationships and driving retention/upsell.
• Strong understanding of customer success principles and best practices.
• Proficiency with CRM software (e.g., Salesforce) and customer success platforms.
• Excellent communication, negotiation, and interpersonal skills.
• Exceptional problem-solving and analytical abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
• Demonstrated ability to build strong, lasting relationships with clients.
• Experience in presenting to executive-level stakeholders.

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA
The Client Success Learner role is designed as a developmental position for individuals interested in building a career in client success management. The learner will work closely with experienced Client Success Specialists to understand best practices in managing Tier 3 client accounts and supporting the contracting process. The role emphasizes learning, shadowing, and gradually taking on responsibilities with guidance.

Key Responsibilities:
Client Relationship Development:

• Learn how to nurture and maintain professional relationships with client representatives, under the guidance of a Client Success Specialist.
• Observe and support in ensuring clients engage successfully with the organization.
• Participate in calls/meetings to understand how client satisfaction (CSAT) is monitored and improved.
• Assist in escalating issues through proper channels, learning how to facilitate resolution in collaboration with resolver groups.

Contract Management:

• Support in drafting contracts and scopes of work while gaining exposure to contract management best practices.
• Learn the process of ensuring timely client execution and handover to delivery teams.
• Gain an understanding of compliance and governance in contracting.

Adoption Support:

• Shadow Client Success Specialists to learn how clients adopt service features and increase usage.
• Assist in gathering client feedback and usage data to support adoption initiatives.
• Observe how value realization is demonstrated to clients.

Expansion & Renewal Awareness:

• Learn how to identify potential opportunities for up-selling and cross-selling.
• Gain exposure to renewal processes by assisting in preparation for on-time contract renewals.
• Support in documenting key client milestones that contribute to renewals and expansions.

Client Success Practice:

• Participate in team learning sessions, knowledge-sharing forums, and internal training on client success practices.
• Learn about data quality management, reporting, and maintaining accurate client information.
• Assist in onboarding Tier 3 accounts on the service portal.
• Gain hands-on experience with tools, methodologies, and client success KPIs.

Knowledge and Attributes:

• Building strong interpersonal and communication skills to interact effectively with stakeholders.
• Developing foundational knowledge in account planning, stakeholder management, and IT service environments.
• Learning about ITIL practices, contract management, and billing processes.
• Gaining exposure to financial and strategic aspects of client success (renewals, churn reduction, value realization).
• Understanding the company's offerings, positioning, and service portfolio.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology, Business, Sales, or a related field (preferred but not required for entry-level learners).
• Interest in pursuing ITIL foundation certification, Client success certifications and related industry certifications during the role.

Required experience:

• Entry-level experience or academic background in IT services, client management, sales, or related fields.
• Demonstrated eagerness to learn, strong organizational skills, and ability to work collaboratively in a team environment.
• Previous internship, academic project, or exposure to client-facing roles is an advantage but not mandatory.

Workplace type:
Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an

email address. If you suspect any fraudulent activity, please
contact us
.

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

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

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

• Develop and execute strategies to onboard new customers, ensuring a seamless transition and rapid adoption of products/services.
• Proactively engage with existing customers to understand their goals, challenges, and identify opportunities for them to leverage our offerings more effectively.
• Serve as the primary point of contact for a portfolio of clients, addressing inquiries, resolving issues, and providing expert guidance.
• Monitor customer health metrics and identify at-risk accounts, developing and implementing proactive retention strategies.
• Conduct regular check-ins, business reviews, and success planning sessions with clients.
• Educate customers on new features, best practices, and emerging trends relevant to their usage.
• Collaborate with sales, product, and support teams to ensure a unified and exceptional customer experience.
• Gather customer feedback and insights, relaying them to the product team for continuous improvement.
• Develop and maintain customer success documentation, FAQs, and best practice guides.
• Contribute to the overall strategy for customer success, aiming to increase customer loyalty, retention, and advocacy.

• Bachelor's degree in Business, Communications, Marketing, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role.
• Proven track record of successfully managing customer relationships and driving customer satisfaction and retention.
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and trust with clients.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to work independently, manage time effectively, and thrive in a remote work environment.
• Understanding of SaaS business models and customer lifecycle management is a plus.
• Experience in training or facilitating customer education is beneficial.
• Proactive and results-oriented mindset.