2,635 Lead Customer Success Manager Saas Solutions jobs in Kenya

• 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.

• 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.

• 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.

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
.

• Develop and execute proactive customer success plans for a portfolio of enterprise accounts, focusing on maximizing product adoption and value.
• Build and maintain strong relationships with key stakeholders, including executive sponsors, IT leaders, and end-users.
• Conduct regular business reviews (QBRs) to assess client progress, identify opportunities, and ensure alignment with strategic goals.
• Monitor client health metrics and proactively address any risks or challenges to ensure client retention and satisfaction.
• Identify opportunities for upsell and cross-sell within existing accounts, contributing to revenue growth.
• Serve as the voice of the customer internally, providing feedback to product, sales, and marketing teams.
• Onboard new enterprise clients, ensuring a smooth and effective transition to our platform.
• Develop and share best practices and success stories with clients and the broader customer success team.
• Mentor and guide junior Customer Success Managers, sharing expertise and fostering team development.
• Stay informed about industry trends and client business objectives to provide strategic guidance.

• Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent experience.
• Minimum of 7 years of experience in Customer Success, Account Management, or a related client-facing role, with significant experience managing enterprise-level accounts.
• Proven ability to build and maintain strong executive-level relationships.
• Demonstrated success in driving customer retention, expansion, and advocacy.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a data-driven approach to customer management.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Ability to work independently and collaboratively in a fully remote environment.
• Proven leadership or mentoring experience.
• Strategic thinking and business acumen.

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

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

• Onboard new clients and guide them through the initial stages of service adoption.
• Develop and maintain strong, long-lasting client relationships.
• Act as the primary liaison between clients and internal teams.
• Proactively identify client needs and advocate for their success within the organization.
• Provide ongoing support, troubleshooting, and guidance to clients.
• Monitor client health and engagement metrics, intervening when necessary.
• Educate clients on product features and best practices to maximize their utilization.
• Identify opportunities for upselling and cross-selling based on client needs.
• Gather client feedback and relay it to product and development teams for service improvement.
• Conduct regular check-ins and business reviews with clients.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 2-3 years of experience in customer success, account management, or a similar client-facing role.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in CRM software and customer support tools.
• Ability to manage multiple client accounts simultaneously.
• Experience in a hybrid work environment is a plus.
• Familiarity with the relevant industry (e.g., SaaS, technology) is beneficial.