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

• 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.

• 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.

• 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.

• 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.

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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

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contact us
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