2,693 Remote Customer Success Team Lead jobs in Kenya
Remote Customer Success Lead
Posted 22 days ago
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Success Lead to join their growing support team. This is a fully remote position, allowing you to provide exceptional service from the comfort of your home. As a Customer Success Lead, you will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from our client's products and services. You will build strong relationships, proactively address client needs, and contribute to overall client retention and satisfaction.
Responsibilities:
Responsibilities:
- Onboard new clients, guiding them through the initial setup and product adoption phases.
- Proactively engage with clients to understand their goals and challenges, offering solutions and best practices.
- Monitor client health scores and identify at-risk accounts, developing strategies for retention.
- Respond to customer inquiries via various channels (email, chat, phone) in a timely and professional manner.
- Troubleshoot and resolve technical issues, escalating complex problems to the appropriate internal teams.
- Educate clients on new features and product updates, ensuring they are leveraging the full capabilities.
- Gather client feedback and insights to inform product development and service improvements.
- Conduct regular check-ins and business reviews with clients to assess satisfaction and identify upsell opportunities.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Collaborate with sales and account management teams to ensure a seamless client experience.
- Contribute to team goals and objectives related to customer satisfaction, retention, and growth.
- Proven experience in customer success, account management, or a similar client-facing role.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving abilities and a knack for de-escalating tense situations.
- Proficiency in CRM software and customer support platforms.
- Ability to explain technical concepts clearly and concisely.
- Self-motivated and able to manage time effectively in a remote work environment.
- A passion for helping customers succeed and a deep understanding of customer service principles.
- Experience in the **Mombasa, Mombasa, KE** region is an advantage, but not required as the role is fully remote.
- High-speed internet connection and a dedicated, quiet workspace are mandatory.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Success Lead (SaaS)
Posted 19 days ago
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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.
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Remote Customer Success Lead - Technical Support
Posted 14 days ago
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Job Description
Our client is looking for a dedicated and experienced Customer Success Lead to spearhead their remote customer support operations. In this crucial role, you will be the primary point of contact for clients, ensuring they receive exceptional service and support, thereby fostering long-term relationships and maximizing customer satisfaction. You will manage a team of remote support specialists, providing guidance, training, and performance feedback. Your responsibilities will encompass troubleshooting complex technical issues, developing and implementing effective support strategies, and creating comprehensive knowledge base articles. This position demands a proactive approach to identifying potential customer pain points and developing solutions before they escalate. You will work closely with product development and sales teams to relay customer feedback and contribute to service improvements. The ideal candidate will have a proven track record in customer service management, a deep understanding of technical support processes, and excellent communication and problem-solving skills. Proficiency in CRM software and helpdesk ticketing systems is essential. This is a remote-first opportunity, requiring a highly organized and self-motivated individual who can manage their time effectively and collaborate seamlessly with colleagues across different locations. You will play a key role in shaping the customer experience and ensuring our client's reputation for outstanding service. We seek an individual who is passionate about helping customers, possesses a strong technical aptitude, and can lead by example in a virtual environment. Your ability to de-escalate challenging situations and provide clear, concise solutions will be vital. Join us and contribute to a culture of customer-centricity, driving success through exceptional support and continuous improvement, all while enjoying the benefits of a remote work lifestyle and making a tangible difference in our clients' journey.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Success Team Lead
Posted today
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Job Description
Our client, a rapidly growing technology firm, is searching for an experienced and empathetic Remote Customer Success Team Lead to guide their dedicated support professionals. This position is 100% remote, offering a fantastic opportunity to lead from anywhere. You will be responsible for managing, mentoring, and motivating a team of Customer Success Managers (CSMs) who are committed to ensuring our clients achieve maximum value from our products and services. Your leadership will be crucial in driving high levels of customer satisfaction, retention, and loyalty. Key responsibilities include setting performance goals, conducting regular performance reviews, developing training programs, and fostering a collaborative and high-achieving team culture. You will also handle escalated customer issues, analyze customer feedback, and work closely with product and sales teams to identify areas for improvement and advocate for customer needs. The ideal candidate will have a proven track record in customer success or account management, with prior experience in a leadership or supervisory role. Exceptional communication, interpersonal, and problem-solving skills are essential. You must be adept at managing remote teams, utilizing communication and project management tools effectively, and maintaining a high standard of service delivery. A passion for building strong customer relationships and a deep understanding of customer success best practices are paramount. This role is ideal for a proactive leader who excels in a virtual environment and is dedicated to empowering their team to deliver outstanding support and cultivate lasting client partnerships. Join our innovative team and help us redefine customer success in a fully remote setting.
This advertiser has chosen not to accept applicants from your region.
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Remote Lead Customer Success Manager - SaaS
Posted 5 days ago
Job Viewed
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.
This advertiser has chosen not to accept applicants from your region.
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Customer Success Lead - Remote
Posted 13 days ago
Job Viewed
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.
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Senior Customer Success Lead (Remote)
Posted 22 days ago
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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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Lead Remote Customer Success Advocate
Posted 7 days ago
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Job Description
Our client is looking for an exceptional Lead Remote Customer Success Advocate to join their dynamic and growing team. In this fully remote position, you will be at the forefront of ensuring our customers achieve their desired outcomes while using our products and services. You will be responsible for leading a team of customer success advocates, providing guidance, mentorship, and training to foster a high-performance culture focused on customer satisfaction and retention. Your role will involve developing and implementing strategies to enhance the customer journey, proactively addressing potential issues, and identifying opportunities for upselling and cross-selling. You will act as a primary point of contact for escalated customer issues, working collaboratively with internal teams, including support, sales, and product development, to find timely and effective resolutions. This position requires a deep understanding of customer relationship management, excellent communication skills, and a passion for delivering outstanding service. You will be instrumental in developing and refining our customer success playbook, including best practices for onboarding, ongoing support, and feedback collection. Data analysis will be a key component of your role, as you'll track key customer success metrics, such as churn rate, net promoter score (NPS), and customer lifetime value (CLV), to inform strategic decisions and drive continuous improvement. The ability to build strong, lasting relationships with clients, understand their business needs, and translate those into actionable insights for our company is crucial. You will also be involved in creating customer success content, such as knowledge base articles, FAQs, and user guides, to empower customers and reduce support load. This role is ideal for a motivated individual who thrives in a remote work environment and is passionate about empowering customers and driving their success. The role is based in Mombasa, Mombasa, KE, but is operated entirely remotely.
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Lead Remote Customer Success Manager
Posted 5 days ago
Job Viewed
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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8
Remote Retail Sales Associate - Customer Engagement Specialist
Posted 21 days ago
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Job Description
Our client is seeking a dynamic and customer-focused Remote Retail Sales Associate to join their innovative virtual sales team. This is a fully remote position, allowing you to work from anywhere within Kenya. You will be responsible for engaging potential customers, understanding their needs, and guiding them through the purchasing process via various digital channels. This role requires excellent communication skills, a proactive attitude, and a passion for providing exceptional customer service in an online environment. Your primary duties will include responding to customer inquiries via live chat, email, and social media platforms, showcasing product features and benefits, assisting with online order placements, and troubleshooting any customer-related issues. You will also be tasked with identifying opportunities to upsell and cross-sell products, contributing to sales targets, and maintaining accurate customer records in our CRM system. A strong understanding of e-commerce platforms and digital sales tactics is essential. You will collaborate closely with the marketing team to provide feedback on customer trends and engagement strategies. This is an exciting opportunity to be at the forefront of remote retail operations, contributing to a seamless and positive customer journey. The ideal candidate will be self-motivated, possess strong organizational skills, and be comfortable working independently. We are looking for individuals who can adapt quickly to new technologies and processes, demonstrating resilience and a commitment to achieving outstanding results. Your contribution will be vital in enhancing our brand's online presence and customer loyalty. The role emphasizes building rapport and trust with customers, ensuring a personalized and satisfactory shopping experience. If you are a results-oriented individual with a knack for virtual sales and a desire to excel in a remote setting, we encourage you to apply. This position offers a competitive salary and the chance to grow within a forward-thinking organization. We believe in empowering our remote team members with the tools and support they need to succeed.
Responsibilities:
Responsibilities:
- Engage with customers through various digital communication channels (chat, email, social media).
- Provide detailed product information and recommend suitable items based on customer needs.
- Assist customers with navigating the e-commerce website and completing purchases.
- Resolve customer queries and complaints efficiently and professionally.
- Identify and pursue sales opportunities through upselling and cross-selling.
- Maintain accurate and up-to-date customer records in the CRM.
- Collaborate with marketing teams on campaign feedback and customer insights.
- Achieve individual and team sales targets.
- Stay informed about product updates and promotional activities.
- Contribute to the continuous improvement of the remote sales process.
- Proven experience in sales, customer service, or a related field.
- Excellent verbal and written communication skills in English.
- Proficiency in using digital communication tools and CRM software.
- Ability to work independently and manage time effectively in a remote setting.
- Strong problem-solving abilities and a customer-centric mindset.
- High school diploma or equivalent; further education or sales certifications are a plus.
- A dedicated workspace with reliable internet connectivity.
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