4,803 Remote Customer Success Manager Hospitality jobs in Kenya
Remote Customer Success Manager - Hospitality
Posted 19 days ago
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Job Description
Our client, a leading innovator in hospitality technology solutions, is looking for a proactive and client-focused Remote Customer Success Manager to join their expanding team. This role is crucial in ensuring our clients, primarily hotels and tourism businesses, maximize the value of our platform. You will be the primary point of contact for a portfolio of clients, building strong relationships and understanding their unique operational challenges and goals. Your expertise will guide them through onboarding, adoption, and ongoing usage of our services, driving retention and customer satisfaction. This is a fully remote position, offering the flexibility to work from anywhere in **Kenya**, enabling you to connect with clients across different regions.
Key Responsibilities:
Key Responsibilities:
- Develop and maintain strong, long-lasting relationships with assigned hospitality clients.
- Onboard new clients, ensuring a smooth and successful implementation of our solutions.
- Proactively engage with clients to understand their needs, challenges, and objectives.
- Provide expert guidance on how to best utilize our platform to achieve their business goals.
- Monitor client usage and health, identifying at-risk accounts and implementing retention strategies.
- Conduct regular check-ins and business reviews with clients to assess satisfaction and identify opportunities for growth.
- Act as the voice of the customer internally, providing feedback to product and sales teams.
- Troubleshoot and resolve client issues, escalating complex problems when necessary.
- Identify opportunities for upsell and cross-sell within existing client accounts.
- Develop and share best practices and success stories with the client base.
- Track key customer success metrics, such as retention rates, churn, and expansion revenue.
- Stay informed about industry trends and best practices in hospitality and customer success.
- Collaborate with sales and marketing teams to ensure a seamless customer journey.
- Organize and conduct training sessions for clients on platform features and updates.
- Drive adoption and engagement with new features and services.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Proven experience in Customer Success, Account Management, or a similar client-facing role, preferably within the hospitality or tourism industry.
- Excellent communication, interpersonal, and presentation skills.
- Demonstrated ability to build rapport and trust with clients.
- Strong understanding of the hospitality and tourism sector.
- Experience with CRM software and customer success platforms.
- Ability to manage multiple priorities and work independently in a remote setting.
- Proactive, results-oriented, and passionate about customer satisfaction.
- Familiarity with SaaS products and their implementation is a plus.
- Must be fluent in English and possess strong written communication skills.
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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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1
Customer Support Specialist - Technical Account Management
Posted 5 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**.
This advertiser has chosen not to accept applicants from your region.
2
Lead Customer Success Manager - Tech Support
Posted 11 days ago
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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 .
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Lead - Technical & Escalation Management
Posted 19 days ago
Job Viewed
Job Description
Our client, a fast-paced technology company specializing in innovative SaaS solutions, is seeking an experienced and highly motivated Senior Customer Support Lead to manage their remote customer support operations. This pivotal role will involve leading a team of support specialists, overseeing complex technical issues, and ensuring exceptional customer satisfaction. You will be responsible for developing and implementing support strategies, processes, and tools to deliver timely, accurate, and efficient resolution of customer inquiries and escalations. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a proven ability to manage and resolve technical challenges in a remote environment.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and high-performing work environment.
- Oversee the daily operations of the customer support function, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Handle complex technical issues and customer escalations, providing expert guidance and timely resolution.
- Develop and refine customer support processes, workflows, and documentation to improve efficiency and customer experience.
- Identify trends in customer inquiries and issues, collaborating with product and engineering teams to address root causes and implement preventative solutions.
- Develop and deliver training programs for the support team on product knowledge, troubleshooting techniques, and customer service skills.
- Utilize and manage customer support software and tools (e.g., ticketing systems, CRM, knowledge bases) to optimize support operations.
- Monitor customer feedback and satisfaction metrics, implementing strategies to enhance overall customer loyalty.
- Contribute to the development of self-service support resources, such as FAQs and knowledge base articles.
- Act as a point of escalation for critical customer issues, ensuring prompt and satisfactory resolution.
- Collaborate with other departments to ensure a seamless customer journey from pre-sales to post-sales support.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Success Manager - Tech Support
Posted 19 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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5
Senior Customer Success Manager - Tech Support
Posted 9 days ago
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Job Description
Our client is seeking a proactive and empathetic Senior Customer Success Manager to join their fully remote, client-focused team. This role is designed for an individual passionate about ensuring client satisfaction and driving adoption of their innovative technology solutions. You will be the primary point of contact for a portfolio of key accounts, building strong relationships and understanding their unique business needs. Your responsibilities will include proactive onboarding of new clients, providing expert technical guidance and support, and identifying opportunities to enhance client value. You will conduct regular check-ins, performance reviews, and strategic business reviews with clients, acting as their trusted advisor. The Senior Customer Success Manager will also be instrumental in gathering client feedback, translating it into actionable insights for product development and service improvement teams. This role requires a deep understanding of customer service best practices, excellent communication skills, and a technical aptitude to grasp complex software functionalities. You will troubleshoot issues, manage escalations, and collaborate with internal support and engineering teams to ensure timely and effective resolutions. The ability to manage multiple client relationships simultaneously while maintaining a high level of service is crucial. This position operates in a remote-first environment, emphasizing asynchronous communication and digital collaboration tools. You will be empowered to manage your schedule and workflow effectively, contributing to a healthy work-life balance. Success in this role is measured by client retention, satisfaction scores, and product adoption rates. If you thrive in a fast-paced, client-facing role and are dedicated to delivering exceptional support and fostering long-term partnerships, we encourage you to apply. This is an excellent opportunity to contribute to a growing company and make a tangible impact on client success from the comfort of your home.
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6
Senior Customer Success Manager - Global Support
Posted 19 days ago
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Job Description
Our client is looking for a proactive and dedicated Senior Customer Success Manager to join our expanding support team. This is a fully remote role, allowing you to provide exceptional service and build strong relationships with our global clientele from the comfort of your home office. You will be responsible for ensuring our customers achieve their desired outcomes while using our products and services, driving retention and advocating for their needs internally.
Responsibilities:
Responsibilities:
- Manage a portfolio of key customer accounts, acting as their primary point of contact and trusted advisor.
- Develop a deep understanding of customer business objectives and how our solutions can help them succeed.
- Proactively engage with customers to ensure they are maximizing the value of our platform.
- Conduct regular business reviews, strategy sessions, and product demonstrations.
- Identify and drive opportunities for account growth and expansion.
- Monitor customer health metrics and implement proactive strategies to address potential churn.
- Onboard new customers effectively and guide them through implementation.
- Collaborate with sales, product, and engineering teams to advocate for customer needs and feature requests.
- Develop and share best practices and success stories.
- Troubleshoot and resolve customer issues efficiently, escalating as necessary.
- 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.
- Proven track record of managing complex client relationships and driving customer retention and satisfaction.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving abilities and a proactive approach to client needs.
- Experience with CRM software (e.g., Salesforce) and customer success platforms.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in SaaS or technology industry is highly preferred.
- Demonstrated ability to understand and articulate technical concepts.
- A passion for helping customers achieve their goals.
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7
Remote Customer Success Manager - Tier 2 Support
Posted 19 days ago
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Success Manager to provide Tier 2 technical support and ensure customer satisfaction. In this fully remote role, you will be the primary point of contact for customers experiencing complex technical issues, acting as a crucial bridge between our customers and our product development teams. Your mission is to ensure our clients receive prompt, effective, and personalized support, fostering long-term loyalty and retention. Key responsibilities include troubleshooting advanced technical problems, diagnosing software and system issues, and providing clear, concise solutions to customers via multiple channels (email, chat, phone). You will manage and prioritize a queue of escalated support tickets, thoroughly document issues and resolutions, and contribute to our knowledge base. A critical aspect of this role involves proactively identifying customer needs, offering guidance on product features and best practices, and collecting feedback to inform product improvements. The ideal candidate will have a proven track record in technical customer support, ideally in a Tier 2 capacity, with 3+ years of experience. A strong understanding of SaaS products and CRM systems is essential. Excellent communication skills, both written and verbal, are paramount, allowing you to explain technical concepts to non-technical users and effectively de-escalate challenging situations. You must possess strong analytical and problem-solving skills, with a meticulous attention to detail. We are looking for individuals who are passionate about customer advocacy, possess a patient and helpful demeanor, and thrive in a fast-paced, remote work environment. The ability to manage your time effectively, work independently, and collaborate with cross-functional teams remotely is crucial. Join our client's customer-centric team and play a vital role in ensuring our customers achieve maximum value from our products, all while working from your chosen location, supporting our customer base which includes clients in the **Ruiru, Kiambu, KE** area.
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8
Customer Success Manager - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client is searching for a dedicated and proactive Customer Success Manager specializing in Technical Support to join their fully remote, globally distributed team. This role is instrumental in ensuring our clients achieve their desired outcomes while utilizing our client's innovative products and services. As a remote-first member of our customer success team, you will be the primary point of contact for a portfolio of clients, providing exceptional support, guidance, and strategic advice. Your responsibilities will include onboarding new clients, proactively monitoring client health, identifying opportunities for upselling and cross-selling, and resolving technical issues efficiently and effectively. You will build strong, long-lasting relationships with clients by understanding their unique business needs and ensuring they maximize the value they derive from our solutions. This position demands excellent communication, interpersonal, and problem-solving skills, along with a deep understanding of technical support processes. You will collaborate closely with the product, sales, and engineering teams to relay customer feedback and advocate for customer needs. We are looking for an individual with a passion for customer advocacy, a strong technical aptitude, and a proven ability to manage a book of business successfully in a remote environment. Your ability to explain complex technical concepts clearly and concisely will be crucial. This is an outstanding opportunity to contribute to customer satisfaction and retention in a dynamic, fully remote setting.
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