4,707 Lead Remote Customer Success Manager jobs in Kenya
Lead Customer Success Manager - Remote Tech Support
Posted 14 days ago
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Job Description
Our client, a rapidly expanding technology firm, is seeking a dynamic and empathetic Lead Customer Success Manager to manage their remote customer support and success operations. This role is crucial for ensuring our clients' maximum satisfaction and value realization from our innovative products. You will lead a team of customer success representatives, providing guidance, training, and performance management to deliver exceptional support experiences. As this is a fully remote position, strong leadership, excellent communication, and the ability to foster a positive team environment virtually are paramount. Responsibilities include: developing and implementing customer success strategies to drive user adoption, retention, and satisfaction; managing the day-to-day operations of the remote customer support team; onboarding new customers and ensuring a smooth transition to product utilization; proactively identifying and addressing customer needs and potential issues; acting as a primary point of contact for high-value clients; analyzing customer feedback and usage data to identify trends and opportunities for product improvement; developing and delivering training materials for customers and internal teams; collaborating with sales and product development teams to ensure customer needs are met; maintaining comprehensive customer records and documentation. The ideal candidate will have a proven track record in customer success or account management, preferably within the tech industry, with a deep understanding of customer support best practices and CRM systems. This is an exciting opportunity to shape the customer experience for a growing company and contribute to its success from anywhere, impacting user communities that rely on services relevant to the Meru, Meru, KE region and beyond. We are looking for a motivated individual passionate about building strong customer relationships and driving positive outcomes in a remote setting.
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Lead Remote Customer Success Manager
Posted 5 days ago
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Job Description
Our client is actively seeking a motivated and experienced Lead Customer Success Manager to manage their remote customer support operations. In this vital role, you will be instrumental in ensuring customer satisfaction, retention, and overall positive client experiences. You will lead a team of remote customer support representatives, providing guidance, training, and performance management to foster a high-achieving environment. Responsibilities include developing and implementing customer success strategies, monitoring customer feedback, identifying areas for improvement, and resolving complex customer issues. The ideal candidate will possess exceptional interpersonal and communication skills, with a proven ability to build strong relationships with clients. A deep understanding of customer service best practices and a passion for delivering outstanding support are essential. You will leverage CRM systems and other tools to track customer interactions and ensure timely resolution of inquiries. This fully remote position requires strong organizational skills, self-motivation, and the ability to manage a distributed team effectively. You will also be responsible for analyzing customer data to identify trends and proactively address potential challenges. We are looking for a proactive leader who can champion the voice of the customer within the organization and drive initiatives that enhance customer loyalty and value. Your strategic insights will help shape the future of customer engagement for our client, impacting customers across various regions, including the service area for **Embu, Embu, KE**. This role offers a significant opportunity to lead and innovate within a remote-first customer success framework.
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Lead Remote Customer Success Manager, SaaS
Posted 12 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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Lead Customer Success Manager (Remote)
Posted 20 days ago
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Job Description
Our client is looking for a proactive and customer-centric Lead Customer Success Manager to join their dynamic team. This is a fully remote position, offering the flexibility to work from home. You will be responsible for nurturing and growing client relationships, ensuring they derive maximum value from our products and services. Your primary focus will be on driving customer satisfaction, retention, and expansion through proactive engagement, strategic guidance, and exceptional support.
Key Responsibilities:
The ideal candidate will have a strong understanding of customer success principles, excellent communication and negotiation skills, and a proven ability to build rapport with clients. Experience with CRM software and customer success platforms is essential. You should be a results-oriented individual with a passion for helping customers succeed. The ability to work independently, manage time effectively, and thrive in a remote environment is crucial. This role supports clients across various sectors, with a focus on delivering exceptional service regardless of their location, impacting markets including those around Kakamega, Kakamega, KE .
Key Responsibilities:
- Manage a portfolio of key accounts, serving as the main point of contact for all customer needs.
- Develop and execute customer success plans tailored to each client's business objectives.
- Proactively monitor customer health and engagement, identifying potential risks and opportunities.
- Conduct regular check-ins and business reviews with clients to ensure satisfaction and identify areas for growth.
- Onboard new customers effectively, ensuring a smooth transition and successful adoption of services.
- Educate customers on product features, best practices, and new releases.
- Identify opportunities for upsell and cross-sell based on customer needs and goals.
- Collaborate with sales, product, and support teams to ensure a cohesive customer experience.
- Gather customer feedback and advocate for product improvements internally.
- Develop and mentor junior customer success managers.
- Track key customer success metrics, such as churn rate, net promoter score (NPS), and customer lifetime value (CLTV).
- Handle escalations and resolve complex customer issues effectively and efficiently.
The ideal candidate will have a strong understanding of customer success principles, excellent communication and negotiation skills, and a proven ability to build rapport with clients. Experience with CRM software and customer success platforms is essential. You should be a results-oriented individual with a passion for helping customers succeed. The ability to work independently, manage time effectively, and thrive in a remote environment is crucial. This role supports clients across various sectors, with a focus on delivering exceptional service regardless of their location, impacting markets including those around Kakamega, Kakamega, KE .
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Remote Lead Customer Success Manager - SaaS
Posted 5 days 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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Customer Success Manager, Customer Support
KES1200000 - KES3600000 Y
Free Field Technologies
Posted today
Job Viewed
Job Description
Job Description
Customer Success Manager
Summary
This position is based in Bangalore, India or Pune, India and offers a
Hybrid work model
.
Hexagon's Manufacturing Intelligence division is part of Hexagon – the global leader in measurement technologies. We empower manufacturers to develop disruptive technologies and life-changing products through design, simulation, and data-driven innovation. Our solutions bridge the physical and digital worlds, helping industries operate more efficiently and sustainably. Hexagon Design & Engineering software sits at the leading edge of production innovation making it possible to produce things that were previously unthinkable by entirely rethinking both products and production through design, materials, manufacturing and process innovation. By harnessing the power of data and technology our tools unlock new avenues for exploration and provide extra lift to the creative process
Job Responsibilities
The Customer Success Manager (CSM) will serve as the primary point of contact for customers, ensuring they derive maximum value from our solutions. By fostering strong customer relationships, the CSM will drive retention, expansion, and overall customer satisfaction. This role demands a proactive, results-driven professional passionate about customer success and simulation software technology.
Customer Relationship Management
- Act as the main point of contact for a portfolio of customers throughout their lifecycle.
- Develop and maintain strong relationships with key stakeholders to understand their needs, goals, and challenges.
- Serve as a trusted advisor, providing best practices and strategic guidance to maximize product adoption and value.
- Onboarding and Adoption
- Lead customer onboarding processes, ensuring smooth implementation and early success with the platform.
- Create and deliver training sessions tailored to customer requirements to drive adoption and engagement.
Retention and Growth
- Monitor customer health metrics and proactively address potential issues to reduce churn.
- Identify and execute upsell or cross-sell opportunities in collaboration with the sales team.
- Conduct regular business reviews to align on goals, performance, and success metrics.
Feedback and Advocacy
- Gather customer feedback to influence product development and roadmap decisions.
- Act as the voice of the customer within the organization to ensure continuous improvement.
- Identify and cultivate customer advocates for case studies, testimonials, and referrals.
Collaboration and Reporting
- Work cross-functionally with sales, support, product, and marketing teams to deliver a seamless customer experience.
- Maintain accurate records of customer interactions and activities in CRM systems.
- Provide regular reports on customer success metrics, challenges, and opportunities to leadership.
Qualifications
- Education and Experience
- Minimum 3 years experience in simulation software / CAE Tools
- Bachelor's degree in business, communications, or a related field (or equivalent experience).
- 3+ years of experience in a customer success, account management, or similar role in a software or technology company.
Core Competencies
- Strong customer-centric mindset with excellent interpersonal and communication skills.
- Proven ability to build and maintain strong relationships with diverse stakeholders.
- Analytical and problem-solving skills with a knack for understanding customer data and trends.
- Ability to manage multiple customers and priorities simultaneously in a fast-paced environment.
- Familiarity with a variety of software business models and customer success metrics (e.g., NRR, churn, CSAT).
Technical Skills
- Proficiency in CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
- Solid understanding of software applications and technology landscapes.
- Comfortable delivering virtual and in-person presentations and training sessions.
Key Performance Indicators (KPIs)
- Customer retention rate and churn reduction.
- Net revenue retention (NRR) growth.
- Customer satisfaction and Net Promoter Score (NPS).
- Product adoption and usage metrics.
- Success in upsell and cross-sell opportunities.
Explore Life at Hexagon
At Hexagon, you will be part of a global leader driving innovation in design, simulation, and smart manufacturing. You will collaborate with a diverse, international team that values creativity, customer focus, and sustainable innovation, while accessing opportunities for professional growth, training, and career advancement within Hexagon's global network. We offer competitive compensation and benefits aligned to the India market.
Explore Life at Hexagon: At Hexagon, we're empowering an autonomous, sustainable future through innovation in manufacturing intelligence, simulation, and automation. Get to know our teams, our culture, and our technology through our social media channels:
Instagram: @hexagon_mi | @hexagon_ab
LinkedIn: Hexagon Manufacturing Intelligence
YouTube: Hexagon MI | Hexagon AB
Twitter/X: @HexagonMI | @HexagonAB
Facebook: Hexagon Manufacturing Intelligence.
Learn more at and get inspired by how we shape smart change across industries.
Apply now
Hexagon posts all official job opportunities on either careers- or and communicates only from email addresses ending in We never request payment or personal banking information during recruitment. No offers will ever be extended without a proper interview via Teams or in person, never done over email alone. If you suspect fraud, it probably is, and contact us
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5
Senior Customer Success Manager - Remote Client Relationship Lead
Posted 13 days ago
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Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced and dedicated Senior Customer Success Manager to join their fully remote team. This crucial role focuses on building and nurturing long-term relationships with key enterprise clients, ensuring they derive maximum value from our innovative software solutions. You will act as the primary point of contact, guiding clients through implementation, adoption, and ongoing support, ultimately driving retention and expansion. Your responsibilities will include understanding client business objectives, proactively identifying opportunities for improvement, and advocating for client needs internally. You will develop success plans, conduct regular business reviews, and monitor client health to anticipate and mitigate churn risks. This role requires a deep understanding of customer relationship management principles and a passion for delivering exceptional service. Key duties involve: onboarding new clients and ensuring a seamless transition, conducting training sessions and workshops, proactively engaging with clients to ensure product adoption and satisfaction, identifying upsell and cross-sell opportunities, resolving client issues efficiently and effectively, collaborating with sales, product, and support teams to advocate for client needs, and tracking key customer success metrics. The ideal candidate possesses a Bachelor's degree in Business, Marketing, or a related field, with at least 5 years of experience in customer success, account management, or a client-facing role within the SaaS industry. Excellent communication, interpersonal, and problem-solving skills are essential. A strong understanding of CRM software and customer success platforms is required. You must be highly organized, proactive, and capable of managing multiple client relationships simultaneously in a remote setting. This is a fantastic opportunity to contribute to client success and drive growth within a supportive, remote-first culture.
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6
Customer Support Specialist - Technical Account Management
Posted 8 days ago
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Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to manage technical accounts. This is a fully remote position, offering the opportunity to provide exceptional service and support to clients from anywhere. You will be responsible for building and maintaining strong relationships with a portfolio of key customers, ensuring their satisfaction with our products and services, and serving as their primary point of contact for technical inquiries and issues. The ideal candidate will have excellent communication and problem-solving skills, a thorough understanding of our client's offerings, and a proactive approach to customer success. You will collaborate with internal teams, including sales, engineering, and product development, to address customer needs and provide timely resolutions. This role requires empathy, patience, and a genuine desire to help clients succeed. Key responsibilities include: managing customer inquiries via phone, email, and chat, troubleshooting technical issues and guiding customers through solutions, proactively communicating updates and product information, gathering customer feedback and relaying it to relevant departments, identifying opportunities to upsell or cross-sell relevant products, ensuring customer retention and loyalty, and documenting all customer interactions and resolutions. This remote role demands strong organizational skills, the ability to work independently and manage your time effectively, and excellent virtual communication capabilities. You will be the voice of the customer within the organization. We are looking for a detail-oriented individual with a passion for customer service and a commitment to building lasting client relationships. If you are a skilled customer support professional ready to make a significant impact remotely, we encourage you to apply. This role supports our client's customer relations and technical assistance efforts related to **Ongata Rongai, Kajiado, KE**.
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7
Lead Customer Success Manager - Tech Support
Posted 14 days ago
Job Viewed
Job Description
Our client, a rapidly expanding software solutions provider, is seeking a proactive and empathetic Lead Customer Success Manager specializing in Technical Support. This fully remote position offers an exciting opportunity to guide a team of support specialists and ensure exceptional service delivery to our valued clientele. You will be instrumental in fostering strong customer relationships, resolving technical challenges efficiently, and driving customer satisfaction and retention. As a remote leader, you will empower your team and champion best practices in customer support from anywhere.
Key Responsibilities:
A Bachelor's degree in Business Administration, Computer Science, or a related field is required; a Master's degree is a plus. A minimum of 6 years of experience in customer success, account management, or technical support, with at least 3 years in a leadership or supervisory role, is essential. Proven experience with CRM software and customer support ticketing systems is mandatory. Strong understanding of software applications and IT infrastructure is highly desirable. Exceptional problem-solving, communication, and interpersonal skills are critical for building rapport with customers and leading a remote team. This role is key to maintaining high levels of customer satisfaction for our users supporting services related to Kakamega, Kakamega, KE .
Key Responsibilities:
- Leading and mentoring a team of Customer Success Managers and Technical Support Specialists, providing guidance and performance feedback.
- Developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.
- Overseeing the resolution of complex technical issues, ensuring timely and effective solutions are provided to customers.
- Establishing and monitoring key performance indicators (KPIs) for the customer success and support teams, such as response times, resolution rates, and customer satisfaction scores.
- Acting as a point of escalation for critical customer issues, working collaboratively to find appropriate resolutions.
- Developing and maintaining comprehensive knowledge base articles, FAQs, and training materials for customers and internal teams.
- Gathering customer feedback and insights to inform product development and service improvements.
- Collaborating with sales, product, and engineering teams to ensure a seamless customer experience.
- Proactively identifying opportunities to improve customer onboarding, training, and ongoing engagement.
- Staying abreast of product updates, industry trends, and best practices in customer success and technical support.
A Bachelor's degree in Business Administration, Computer Science, or a related field is required; a Master's degree is a plus. A minimum of 6 years of experience in customer success, account management, or technical support, with at least 3 years in a leadership or supervisory role, is essential. Proven experience with CRM software and customer support ticketing systems is mandatory. Strong understanding of software applications and IT infrastructure is highly desirable. Exceptional problem-solving, communication, and interpersonal skills are critical for building rapport with customers and leading a remote team. This role is key to maintaining high levels of customer satisfaction for our users supporting services related to Kakamega, Kakamega, KE .
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8
Remote Customer Success Manager - Tech Support
Posted 22 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Success Manager to join their fully remote support team. In this role, you will be the primary point of contact for customers, ensuring they have a positive and seamless experience with our client's products and services. Your responsibilities will include providing exceptional technical support, troubleshooting issues, and guiding customers through product features and functionalities. Building strong relationships with clients, understanding their needs, and proactively addressing any potential challenges will be key to your success. You will be expected to manage customer inquiries via multiple channels, including email, chat, and phone, ensuring timely and effective resolutions. The ideal candidate will possess excellent communication and interpersonal skills, a patient and problem-solving attitude, and a passion for helping others. Experience in customer service, technical support, or a similar client-facing role is essential. A solid understanding of our client's product offerings and the ability to explain technical concepts in a clear and concise manner are crucial. You will also be responsible for gathering customer feedback and relaying it to the product development team to drive continuous improvement. This role requires strong organizational skills, the ability to multitask, and proficiency in using customer support software. As this is a remote position, you must be self-disciplined, able to manage your time effectively, and comfortable working independently while collaborating with a distributed team. You will play a vital role in customer retention and satisfaction, contributing directly to the growth and reputation of our client. This is a fantastic opportunity to build a career in customer success within a supportive and dynamic remote work environment. Your commitment to providing outstanding service will be highly valued.
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