538 Senior Customer Success Manager Saas jobs in Nairobi

• Manage a portfolio of SaaS clients, ensuring they achieve their business objectives with the product.
• Onboard new customers, providing comprehensive training and guidance on product features and best practices.
• Proactively engage with clients to monitor their usage, identify potential issues, and offer solutions.
• Develop and implement strategies to drive customer adoption, retention, and satisfaction.
• Conduct regular check-ins and business reviews with clients to assess their needs and provide strategic recommendations.
• Act as the primary point of contact for client inquiries, issues, and escalations, ensuring timely and effective resolution.
• Identify opportunities for upselling and cross-selling based on client needs and product capabilities.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with sales, support, and product teams to ensure a seamless customer experience.
• Track key customer success metrics, such as churn rate, net promoter score (NPS), and customer lifetime value (CLTV).

• Proven experience in Customer Success Management, Account Management, or a similar client-facing role, preferably in SaaS.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a proactive approach to client issues.
• Ability to build and maintain strong relationships with clients.
• Understanding of SaaS business models and customer lifecycle management.
• Proficiency in CRM software and customer success platforms.
• Data analysis skills to interpret customer usage patterns and feedback.
• Ability to work independently and manage time effectively in a remote environment.
• Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.

• Manage a portfolio of enterprise-level customers, fostering strong, long-term relationships.
• Develop and execute customer success plans tailored to each client's unique goals and challenges.
• Oversee the onboarding process for new customers, ensuring a smooth and successful transition.
• Conduct regular QBRs (Quarterly Business Reviews) to demonstrate value, track progress, and identify growth opportunities.
• Proactively identify and address customer needs and potential issues, ensuring high levels of satisfaction and retention.
• Drive product adoption and usage by providing training, resources, and best practice guidance.
• Collaborate with sales and marketing teams to identify and pursue expansion opportunities within existing accounts.
• Serve as the primary advocate for customers internally, relaying feedback to product and engineering teams.
• Monitor customer health metrics and implement strategies to mitigate churn risk.
• Develop and share customer success best practices within the team.
• Contribute to the development of customer success playbooks and resources.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• A minimum of 6 years of experience in Customer Success, Account Management, or a related client-facing role within the SaaS industry.
• Proven track record of managing complex enterprise accounts and achieving high retention rates.
• Deep understanding of the SaaS business model and customer success principles.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport at all levels.
• Strong analytical and problem-solving skills, with the ability to interpret data and drive actionable insights.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Self-motivated, organized, and adept at managing multiple priorities in a remote work environment.
• Ability to work independently and collaboratively with a distributed team.

• Manage a portfolio of key customer accounts, fostering strong, long-term relationships.
• Drive customer adoption, retention, and expansion through proactive engagement and value realization.
• Develop and execute success plans tailored to each client's unique business objectives.
• Conduct regular business reviews with clients to assess progress and identify opportunities.
• Serve as the primary point of contact for escalations and issue resolution.
• Collaborate with sales to identify upsell and cross-sell opportunities.
• Provide feedback to product and engineering teams based on customer insights.
• Develop and deliver training materials and best practice guidance to clients.
• Track key customer success metrics (e.g., NPS, churn rate, adoption).
• Contribute to the development and refinement of customer success playbooks and processes.

• 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 within the SaaS industry.
• Proven track record of managing complex client relationships and driving retention/expansion.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical skills with the ability to interpret customer data and identify trends.
• Proficiency in CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight).
• Ability to understand technical concepts and translate them into business value.
• Demonstrated ability to work independently, prioritize tasks, and manage time effectively in a remote environment.
• Empathy and a genuine passion for helping customers succeed.

• Build and maintain strong, long-lasting customer relationships.
• Proactively manage customer accounts to ensure adoption, retention, and growth.
• Develop a deep understanding of customer business needs and objectives.
• Conduct regular business reviews and strategic check-ins with key stakeholders.
• Identify opportunities for upselling and cross-selling services.
• Serve as the primary point of contact for customer inquiries and escalations.
• Provide product training and best practice guidance.
• Monitor customer health and identify at-risk accounts.
• Advocate for customer needs internally to product and engineering teams.
• Contribute to the development of customer success playbooks and strategies.

• Bachelor's degree in Business, Marketing, or a related field.
• Minimum of 5 years of experience in customer success or account management.
• Proven ability to manage enterprise-level accounts and drive retention.
• Excellent communication, presentation, and interpersonal skills.
• Experience with SaaS products and the technology industry.
• Proficiency in CRM software and customer success platforms.
• Strong analytical and problem-solving abilities.
• Ability to work independently in a remote setting.

Job Review

This is a
full-time leadership role in Nairobi
, positioned at the heart of customer lifecycle management within the SaaS industry. Unlike entry-level customer success positions, this role is strategically designed to blend customer engagement, pre-sales support, product adoption, and team leadership.

Key Job Responsibilities.

1. End-to-End Customer Lifecycle Management

• Responsible for the entire customer success journey from the trial phase through post-sale, including guiding trial customers, uncovering needs, demonstrating value, and driving conversion to paid contracts.

2. Pre-Sales & Solution Support:

• Collaborate with the sales team by providing product demonstrations, scenario based solution design, and value proposition support during the pre-sales stage to facilitate deal closure.

3. Customer Relationship & Retention

• Establish and maintain long-term cooperative relationships with customers in Africa, enhancing customer satisfaction, retention rate, and renewal rate.

4. Customer Training & Support

• Conduct customer training sessions and address technical inquiries to ensure customers fully understand and utilize product features, thereby increasing product adoption and usage depth.

5. Customer Feedback & Product Optimization.

• Regularly collect customer feedback and combined with market and competitor insights, provide suggestions to the product team to drive product iteration and optimization.

6. Customer Success Planning & Execution

• Develop and implement customer success roadmaps to help customers achieve their business goals and enhance their experience and satisfaction.

7. Team Management & Local Operations

• Lead the local Customer Success team, establishing workflows and service standards to ensure team alignment and efficient execution of goals.

Job Requirements

1. Education

• Bachelor's degree or above, preferably in Marketing, Business Management, Information Technology, or related fields.

2. Work Experience

• Minimum of 5 years of experience in Customer Success or customer management, with a background in the SaaS industry.
• Proven experience in team management, with the ability to lead a local team to achieve customer success objectives.
• Preference will be given to candidates with CSM experience from leading SaaS companies such as Odoo, Zoho, QuickBooks, Busy, Tally, etc.

3. Core Competencies

• Familiar with SaaS product promotion and customer lifecycle management strong technical acumen and solution design capabilities.
• Ability to support pre-sales activities, including product demonstrations and value communication tailored to customer business scenarios.
• Skilled in using data analysis to identify renewal and upsell opportunities and drive conversions.
• Proficient in using CRM systems (e.g. Salesforce, Zoho CRM) and data analysis tools.

4. Preferred Qualifications

• Experience in Customer Success or pre-sales within the SaaS retail sector in East Africa.
• Experience in building or optimizing customer success processes from the ground up.
• Ability to propose product or operational improvements based on market and customer behavior data.

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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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Looking for a leader to build and maintain relationships with enterprise customers in the phase of project implementation. Our mobile-based sales automation service, SENRI, is aiming at changing the way they work at enterprises and strengthening distribution networks in Africa.  Starting from 2015, we have been successful in the development of the service and acquisition of customers in Nigeria, Kenya, and Uganda, with a multi-national team of Nigerian and Japanese. For further growth and empowering our team, we need you now.

Scope of work

• Support corporate customers to utilize our service
• Lead training with new customers (incl. product setup)
• Check the usage of sales reps to identify who's using / not using
• Communicate with sales reps in case they have any challenges in the usage
• Solve challenges of customer (manager) satisfaction
• Send reports accordingly
• Other administrations

Working conditions

• Working hours : 8:30-17:30
• Working day: Monday – Friday
• Compensation to be discussed based on his/her capability and experience
• Probational period will be 3-6 months
• Long-term employment decision to be made by the end of this period