2,724 Remote Customer Success Lead jobs in Kenya
Customer Success Lead
Posted 19 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Success Lead to manage their client support operations at their office in Mlolongo, Machakos, KE . This role is critical for ensuring our customers achieve their desired outcomes while using our products and services. The Customer Success Lead will be responsible for building strong relationships with clients, understanding their needs, and proactively providing solutions and support. You will lead a team of customer success representatives, guiding them in delivering exceptional service and driving client retention and satisfaction. Key responsibilities include developing and implementing customer success strategies, onboarding new clients, monitoring customer health, and identifying opportunities for upselling or cross-selling. You will also be the primary point of contact for escalated customer issues, working diligently to resolve them efficiently and effectively. The ideal candidate will possess excellent communication, problem-solving, and interpersonal skills, along with a deep understanding of customer service principles. Experience in managing a customer-facing team and a passion for delivering outstanding client experiences are essential. This role requires a strategic mindset, with the ability to analyze customer data and feedback to continuously improve our service offerings. You will collaborate closely with sales, product, and marketing teams to ensure a cohesive customer journey. This is a challenging and rewarding position for a motivated individual looking to make a significant impact on customer loyalty and business growth. The role demands strong leadership qualities and a commitment to fostering a positive and supportive team environment. Success in this role will be measured by client retention rates, customer satisfaction scores, and the overall growth of the customer base through successful relationship management.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a team of customer success representatives, fostering a high-performance culture.
- Develop and implement effective customer success strategies to maximize client retention and satisfaction.
- Oversee the client onboarding process, ensuring a smooth and positive initial experience.
- Monitor customer health metrics and proactively address potential churn risks.
- Serve as a primary point of contact for escalated customer issues and ensure timely resolution.
- Identify opportunities for upselling and cross-selling based on client needs and product utilization.
- Gather customer feedback and collaborate with product and sales teams to drive service improvements.
- Develop and deliver training programs for the customer success team.
- Maintain accurate records of customer interactions and support activities.
- Contribute to the continuous improvement of customer service processes and standards.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer success, account management, or customer service, with at least 2 years in a leadership role.
- Proven track record of managing client relationships and driving customer retention.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and customer success platforms.
- Strong leadership and team management abilities.
- Ability to analyze customer data and identify actionable insights.
- Passion for delivering exceptional customer experiences.
- Detail-oriented with strong organizational skills.
- Experience working in a fast-paced, client-focused environment.
This advertiser has chosen not to accept applicants from your region.
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Customer Success Lead - SaaS
Posted 18 days ago
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Job Description
Our client is seeking an exceptional Customer Success Lead to spearhead our customer advocacy and retention efforts for our cutting-edge SaaS platform. This is a fully remote position, offering the flexibility to work from anywhere in Kenya. You will be instrumental in ensuring our clients maximize the value they derive from our software, fostering strong, long-term relationships, and driving product adoption. Your primary responsibility will be to develop and execute proactive customer success strategies, including onboarding, training, ongoing support, and regular business reviews. You will act as the primary point of contact for key accounts, understanding their unique business challenges and aligning our solutions to meet their objectives. This role requires a deep understanding of the SaaS ecosystem and a passion for customer advocacy. You will be responsible for monitoring customer health, identifying at-risk accounts, and developing strategies to improve retention and reduce churn. Your ability to identify expansion opportunities within existing accounts will also be a key performance indicator. The ideal candidate will possess outstanding communication, interpersonal, and problem-solving skills, with a proven track record of building trust and rapport with diverse client stakeholders. Experience in managing a team of Customer Success Managers is highly desirable. You will collaborate closely with our Sales, Product, and Engineering teams to ensure a cohesive customer experience. This role demands excellent organizational skills, the ability to manage multiple priorities, and a proactive approach to client management. In this remote role, you will need to be self-disciplined, results-oriented, and adept at using digital tools for communication and collaboration. We are looking for a leader who is passionate about customer success and committed to delivering unparalleled service.
Responsibilities:
Responsibilities:
- Develop and implement comprehensive customer success strategies to drive adoption, retention, and advocacy.
- Manage a portfolio of key accounts, serving as their primary point of contact.
- Oversee the customer onboarding process, ensuring a smooth and successful transition.
- Conduct regular check-ins and business reviews with clients to assess satisfaction and identify needs.
- Monitor customer health metrics, proactively identifying and mitigating churn risks.
- Drive product adoption and ensure customers are leveraging the platform to its full potential.
- Identify opportunities for account expansion and upselling.
- Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.
- Develop and deliver training materials and best practices to clients.
- Gather customer feedback and insights to inform product development and service improvements.
- Lead and mentor a team of Customer Success Managers.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in Customer Success, Account Management, or a similar client-facing role within the SaaS industry.
- Proven track record of managing high-value client relationships and driving retention.
- Strong understanding of SaaS business models and customer lifecycle management.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to lead and manage a team.
- Proficiency in CRM software and customer success platforms.
- Strong analytical and problem-solving skills.
- Ability to work independently and thrive in a remote, fast-paced environment.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Success Lead
Posted 19 days ago
Job Viewed
Job Description
Our client is looking for an exceptional Remote Customer Success Lead to spearhead their customer support initiatives. This is a pivotal, fully remote role that will involve building and maintaining strong relationships with a diverse clientele, ensuring their satisfaction and maximizing their engagement with our services. You will be the primary point of contact for escalated customer issues, requiring a blend of empathy, technical aptitude, and problem-solving prowess. Your responsibilities will include developing and implementing proactive customer success strategies, onboarding new clients, conducting regular check-ins, and identifying opportunities to enhance the customer experience. You will also be responsible for training and mentoring junior customer support representatives, setting performance benchmarks, and ensuring consistent delivery of high-quality support across all channels. This role demands a deep understanding of customer service best practices, excellent communication skills, and the ability to navigate challenging situations with grace and efficiency. You will work closely with product and sales teams to relay customer feedback and contribute to service improvements. The ideal candidate is a self-starter, highly organized, and thrives in a fast-paced, remote work environment. We are committed to providing our customers with unparalleled support and are seeking a leader who shares this dedication. This position offers a unique opportunity to make a significant impact on customer loyalty and business growth, all from the convenience of your home office. The geographical scope of the customer base means that support is offered globally, but the administrative hub for this role is considered to be in **Bungoma, Bungoma, KE**, despite the fully remote nature of the employment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Develop and execute customer success plans to ensure client retention and growth.
- Manage and resolve complex customer inquiries and escalations effectively.
- Onboard new customers, providing comprehensive training and resources.
- Monitor customer health and proactively address potential issues.
- Gather customer feedback and collaborate with internal teams for product and service enhancements.
- Lead and mentor a team of customer support specialists in a remote setting.
- Analyze support metrics to identify trends and opportunities for improvement.
- Champion customer needs and advocate for their success within the organization.
- Maintain a deep understanding of our products/services to effectively assist customers.
Qualifications:
- Proven experience in customer success, account management, or a similar customer-facing role, preferably in a leadership capacity.
- Exceptional communication, interpersonal, and active listening skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Experience with CRM software and customer support platforms.
- Ability to manage multiple priorities and work effectively in a remote, fast-paced environment.
- Demonstrated leadership and team management skills.
- A passion for helping customers achieve their goals.
- Bachelor's degree in Business, Communications, or a related field is preferred.
This advertiser has chosen not to accept applicants from your region.
2
Customer Success Lead - Remote
Posted 10 days ago
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Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly motivated and customer-centric Customer Success Lead to join their fully remote team. This role is vital in ensuring our clients achieve their desired outcomes while using our products and services. You will be responsible for building strong relationships, proactively addressing client needs, and driving customer satisfaction and retention.
Key Responsibilities:
Key Responsibilities:
- Develop and implement strategies to enhance customer onboarding, adoption, and overall success.
- Serve as the primary point of contact for a portfolio of key clients, fostering strong, long-term relationships.
- Proactively identify and address potential customer issues before they escalate.
- Conduct regular check-ins and business reviews with clients to ensure they are maximizing value.
- Gather customer feedback and advocate for client needs internally to inform product development and service improvements.
- Monitor customer health scores and key metrics to identify at-risk accounts and implement retention strategies.
- Collaborate with sales and support teams to ensure a seamless customer experience.
- Develop and deliver training materials and best practice guides for clients.
- Contribute to the development of customer success best practices and playbooks.
- Identify opportunities for upselling and cross-selling based on client needs and success.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Success Lead (SaaS)
Posted 16 days ago
Job Viewed
Job Description
Our client, a rapidly growing Software-as-a-Service (SaaS) company, is seeking an experienced and empathetic Remote Customer Success Lead to champion client satisfaction and retention. This is a fully remote position, offering a fantastic opportunity to work from anywhere in Kenya while supporting clients who primarily operate in the Ongata Rongai, Kajiado, KE region and beyond. You will be the primary point of contact for a portfolio of clients, responsible for understanding their business needs, ensuring they derive maximum value from our platform, and proactively identifying opportunities for growth and upsell. Your role will involve onboarding new clients, providing ongoing training and support, conducting regular business reviews, and addressing any issues or concerns promptly and effectively. You will work closely with sales, product, and support teams to ensure a seamless customer experience. The ideal candidate possesses exceptional communication and interpersonal skills, a strong understanding of SaaS business models, and a passion for helping clients succeed. You should be adept at building relationships, problem-solving, and advocating for client needs internally. A proactive, data-driven approach to customer management is essential. This role requires a highly organized, self-motivated individual who thrives in a remote environment and is committed to delivering outstanding customer service.
Responsibilities:
Responsibilities:
- Manage a portfolio of B2B SaaS clients, ensuring high levels of satisfaction and retention.
- Develop and execute customer success plans tailored to individual client goals.
- Onboard new clients, providing comprehensive training and setup assistance.
- Conduct regular check-ins and business reviews with clients to assess their needs and ensure value realization.
- Proactively identify and address client challenges and risks.
- Identify opportunities for product adoption, upsell, and cross-sell.
- Serve as the main point of contact for client inquiries and escalations.
- Collaborate with sales, product, and technical support teams to resolve client issues.
- Gather client feedback and insights to inform product development and service improvements.
- Track key customer success metrics, such as churn rate, adoption, and Net Promoter Score (NPS).
- Bachelor's degree in Business, Marketing, or a related field.
- Minimum of 4 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS industry.
- Proven ability to build and maintain strong client relationships.
- Excellent communication, presentation, and interpersonal skills.
- Strong understanding of SaaS product lifecycles and customer onboarding processes.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- Ability to analyze data, identify trends, and develop actionable insights.
- Demonstrated problem-solving skills and a customer-centric approach.
- Self-motivated, organized, and able to manage multiple priorities in a remote setting.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Success Lead - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Remote Customer Success Lead to spearhead their customer service and technical support operations. This role is entirely remote, offering flexibility and the opportunity to build a world-class support experience from anywhere. You will be responsible for leading a team of customer support specialists, ensuring timely and effective resolution of customer inquiries, technical issues, and product-related challenges. The ideal candidate will have a deep understanding of customer service best practices, a passion for problem-solving, and strong leadership capabilities. Key responsibilities include developing and refining support processes, training and mentoring the support team, monitoring support metrics (response time, resolution rate, customer satisfaction), and acting as a point of escalation for complex issues. You will also play a crucial role in identifying trends in customer feedback and support tickets, proactively communicating these to product and development teams to drive product improvements. Excellent communication and interpersonal skills are vital for managing a remote team and interacting with customers across various channels (email, chat, phone). Proficiency in helpdesk software and CRM systems is required. This position demands a proactive approach to customer satisfaction, a commitment to continuous improvement, and the ability to foster a positive and supportive team environment, even when working remotely. You will be empowered to implement innovative solutions that enhance the customer experience and build lasting relationships. We are looking for a leader who can inspire their team to deliver exceptional service and contribute to the overall success and reputation of our client. This role requires strong organizational skills and the ability to manage workload effectively in a distributed team structure.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a remote customer support and helpdesk team.
- Develop and implement effective customer service strategies and processes.
- Ensure prompt and accurate resolution of customer inquiries and technical issues.
- Train, mentor, and motivate customer support specialists.
- Monitor key performance indicators (KPIs) for customer service operations.
- Act as an escalation point for complex customer issues.
- Analyze customer feedback and support trends to drive product improvements.
- Manage and optimize helpdesk software and CRM systems.
- Foster a positive and customer-centric team culture.
- Communicate effectively with internal teams and external stakeholders.
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong understanding of customer service principles and best practices.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, Intercom) and CRM software.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in developing training materials and conducting team performance reviews.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Success Lead (Remote)
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company, is seeking a dedicated and experienced Senior Customer Success Lead to join their fully remote team. In this role, you will be responsible for ensuring our clients receive exceptional support and maximize the value of our products and services. You will manage a portfolio of key accounts, proactively engaging with customers to understand their needs, address challenges, and drive adoption and retention. Key responsibilities include developing success plans, conducting regular business reviews, identifying upsell and cross-sell opportunities, and acting as the primary point of contact for escalated customer issues. You will also work closely with product and sales teams to provide customer feedback and drive product improvements.
The ideal candidate will have a strong background in customer success, account management, or client services, preferably within a SaaS environment. Excellent communication, problem-solving, and interpersonal skills are essential, along with the ability to build rapport and trust with stakeholders at all levels. You should be adept at using CRM and customer success platforms. This is a remote-first position, requiring a high degree of self-motivation, organization, and the ability to work independently while collaborating effectively with a distributed team. A passion for customer advocacy and a commitment to delivering outstanding service are crucial. Join our client's team and play a vital role in shaping positive customer experiences from Meru, Meru, KE , and beyond, all within a flexible remote work setting.
The ideal candidate will have a strong background in customer success, account management, or client services, preferably within a SaaS environment. Excellent communication, problem-solving, and interpersonal skills are essential, along with the ability to build rapport and trust with stakeholders at all levels. You should be adept at using CRM and customer success platforms. This is a remote-first position, requiring a high degree of self-motivation, organization, and the ability to work independently while collaborating effectively with a distributed team. A passion for customer advocacy and a commitment to delivering outstanding service are crucial. Join our client's team and play a vital role in shaping positive customer experiences from Meru, Meru, KE , and beyond, all within a flexible remote work setting.
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AI-Powered Customer Success Lead
Posted 3 days ago
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Job Description
Our client is actively seeking an experienced and innovative AI-Powered Customer Success Lead to revolutionize our customer support and engagement strategies. This is a fully remote position, allowing you to contribute your expertise from anywhere in the world. You will spearhead the integration and optimization of AI-driven tools and solutions to enhance customer satisfaction, retention, and overall experience. Your responsibilities will include developing and implementing AI strategies for customer service workflows, managing AI-powered chatbots, predictive analytics for customer needs, and personalized engagement initiatives. You will collaborate closely with product, engineering, and data science teams to identify opportunities for AI to solve customer challenges and improve service delivery. This role demands a deep understanding of customer success principles, coupled with a strong technical aptitude for AI technologies and their practical applications in a business context. You will analyze customer data to identify trends, measure the effectiveness of AI implementations, and provide actionable insights to stakeholders. The ideal candidate will have a proven track record of leading customer success initiatives, a strong understanding of machine learning concepts and their business implications, and exceptional skills in cross-functional collaboration. Experience with CRM platforms, customer data analysis, and AI development lifecycles is crucial. You must be a proactive problem-solver, an excellent communicator, and comfortable leading teams in a virtual, remote-first environment. We are looking for someone who is passionate about leveraging technology to create exceptional customer journeys and drive business growth. This role offers the unique opportunity to shape the future of customer success through advanced AI, working remotely with significant impact, even for those near Kericho, Kericho, KE .
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Success Team Lead
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a proactive and customer-focused Customer Success Team Lead to guide their remote customer support and success operations. In this fully remote role, you will be responsible for leading a team of Customer Success Managers, ensuring client satisfaction, retention, and growth. Your primary focus will be on building strong client relationships, understanding their needs, and proactively providing solutions to maximize their value from our client's products/services. This position requires exceptional leadership, communication, and problem-solving skills, coupled with a deep understanding of customer relationship management.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, coach, and mentor a team of remote Customer Success Managers to achieve individual and team goals.
- Develop and implement strategies to enhance customer onboarding, adoption, and retention.
- Monitor key customer success metrics (e.g., NPS, churn rate, customer lifetime value) and drive improvements.
- Act as a point of escalation for customer issues, ensuring timely and effective resolution.
- Proactively engage with customers to understand their business objectives and align our client's offerings with their needs.
- Conduct regular business reviews with key clients to assess satisfaction and identify upsell/cross-sell opportunities.
- Collaborate with Sales, Product, and Marketing teams to advocate for customer needs and provide market insights.
- Develop and maintain customer success playbooks and best practices.
- Onboard and train new Customer Success Managers, ensuring they are equipped with the necessary skills and knowledge.
- Contribute to the continuous improvement of the customer success function and customer experience.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 4 years of experience in customer success, account management, or a related client-facing role.
- At least 1 year of experience in a team leadership or supervisory role, preferably managing remote teams.
- Proven track record of driving customer retention and satisfaction.
- Strong understanding of SaaS business models and customer lifecycle management.
- Excellent communication, presentation, and interpersonal skills.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- Ability to analyze customer data and translate insights into actionable strategies.
- Proactive problem-solver with a passion for helping customers succeed.
- Adaptable and able to thrive in a fast-paced, remote work environment.
This advertiser has chosen not to accept applicants from your region.
8
Lead Customer Success Advocate
Posted 19 days ago
Job Viewed
Job Description
Are you passionate about providing unparalleled support and building lasting relationships? Our client is looking for a highly motivated and experienced Lead Customer Success Advocate to join their thriving, fully remote customer service team. This role is integral to ensuring our clients' customers receive outstanding assistance, fostering loyalty, and driving satisfaction. You will be the primary point of contact for escalated customer issues, providing expert solutions and guidance. Your responsibilities will include managing a queue of support tickets, responding to customer inquiries via multiple channels (email, chat, phone), and troubleshooting technical or service-related problems. A key aspect of this role involves collaborating with internal teams to resolve complex issues and identify trends to improve our products and services. You will also be responsible for creating and maintaining support documentation, FAQs, and training materials for both customers and junior support staff. We are seeking an individual with exceptional communication and problem-solving skills, a proactive approach to customer engagement, and a genuine desire to help others. The ability to work independently, prioritize tasks effectively, and maintain a positive attitude in a fast-paced remote environment is essential. This position offers a rewarding career path with opportunities for growth, all while working from the convenience of your chosen location. Become a vital part of our client's mission to deliver exceptional customer experiences, supporting customers in the vicinity of Eldoret, Uasin Gishu, KE .
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