157 Customer Success jobs in Nairobi

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.

• 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.