2,634 Lead Customer Success Manager Saas jobs in Kenya
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.
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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.
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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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Senior Customer Success and Retention Manager (Remote)
Posted 16 days ago
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Job Description
Our client is seeking a proactive and customer-centric Senior Customer Success and Retention Manager to lead their remote customer support and engagement efforts. This role is paramount in building strong, long-lasting relationships with clients, ensuring their satisfaction, and driving customer loyalty and retention. You will be responsible for developing and implementing strategies that enhance the customer experience, reduce churn, and identify opportunities for account growth. The ideal candidate possesses exceptional communication skills, a deep understanding of customer relationship management, and a proven ability to resolve complex customer issues.
Key Responsibilities:
This role requires a leader with a passion for customer advocacy, strong analytical skills, and the ability to manage complex relationships in a remote setting. You should be adept at problem-solving, possess excellent interpersonal skills, and have a proven track record of successfully retaining and growing customer accounts. Your expertise will be crucial in supporting our client's customer base, with a focus on interactions related to the area of Mlolongo, Machakos, KE .
Key Responsibilities:
- Develop and execute customer success strategies focused on onboarding, adoption, retention, and advocacy.
- Manage a portfolio of key customer accounts, serving as their primary point of contact and trusted advisor.
- Proactively engage with customers to understand their needs, challenges, and goals, and ensure they are maximizing the value of our client's products/services.
- Monitor customer health metrics and proactively intervene to address potential churn risks.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Collaborate with sales and product teams to provide customer feedback and drive product enhancements.
- Lead and mentor a remote team of customer success representatives, fostering a culture of service excellence.
- Manage customer escalations, providing timely and effective resolutions.
- Create and deliver training materials and resources for customers to enhance their understanding and utilization of products/services.
- Analyze customer data to identify trends, opportunities, and areas for improvement in the customer journey.
This role requires a leader with a passion for customer advocacy, strong analytical skills, and the ability to manage complex relationships in a remote setting. You should be adept at problem-solving, possess excellent interpersonal skills, and have a proven track record of successfully retaining and growing customer accounts. Your expertise will be crucial in supporting our client's customer base, with a focus on interactions related to the area of Mlolongo, Machakos, KE .
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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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7
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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8
Customer Success Manager, Enterprise Accounts
Posted 19 days ago
Job Viewed
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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