1,386 Senior Customer Success Manager Technical Support jobs in Kenya

• Leading and mentoring a high-performing team of technical support specialists.
• Developing and refining technical support processes and workflows to optimize efficiency and effectiveness.
• Serving as an escalation point for complex technical issues, providing expert guidance and solutions.
• Proactively identifying customer needs and potential challenges, developing strategies to address them.
• Collaborating closely with Product, Engineering, and Sales teams to ensure seamless customer experiences.
• Creating and maintaining comprehensive knowledge base articles and support documentation.
• Tracking key performance indicators (KPIs) for the support team and identifying areas for improvement.
• Conducting regular team meetings and providing constructive feedback and performance reviews.
• Championing customer feedback internally to drive product and service enhancements.
• Ensuring timely and effective resolution of all customer inquiries and support tickets.

• Building and maintaining strong, long-lasting relationships with a portfolio of enterprise-level clients.
• Proactively engaging with clients to understand their business objectives and ensure they are maximizing the value of our solutions.
• Managing the end-to-end customer lifecycle, including onboarding, adoption, retention, and advocacy.
• Providing advanced technical support and troubleshooting for complex customer issues.
• Acting as a liaison between clients and internal product, engineering, and sales teams to address needs and feedback.
• Developing and delivering regular business reviews and status updates to clients.
• Identifying opportunities for upselling and cross-selling based on client needs and product capabilities.
• Educating clients on new features, best practices, and product updates.
• Monitoring customer health metrics and proactively intervening to address potential churn risks.
• Contributing to the development of customer success resources, knowledge base articles, and training materials.

• Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
• A minimum of 5-7 years of experience in customer success, account management, or technical support, preferably in a SaaS environment.
• Proven track record of managing enterprise-level accounts and achieving high customer satisfaction and retention rates.
• Strong technical aptitude and ability to understand and explain complex software solutions.
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to manage multiple priorities, work independently, and thrive in a fast-paced, remote work environment.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight) is a plus.

• Provide high-level technical support and troubleshooting to customers via phone, email, and chat.
• Proactively engage with customers to ensure they are maximizing the value of our products and services.
• Develop and maintain strong customer relationships, acting as a trusted advisor.
• Identify and escalate complex technical issues to the appropriate internal teams.
• Document customer interactions, resolutions, and feedback accurately in the CRM system.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.
• Conduct customer training sessions and product demonstrations.
• Monitor customer satisfaction metrics and implement strategies to improve them.
• Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
• Stay up-to-date with product updates and industry best practices.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in customer service, technical support, or customer success roles, preferably in a remote setting.
• Proven ability to diagnose and resolve technical issues effectively.
• Excellent communication, interpersonal, and active listening skills.
• Strong understanding of SaaS products and platforms.
• Experience with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• Demonstrated ability to empathize with customers and de-escalate challenging situations.
• A proactive approach to identifying and solving customer problems.
• Passion for technology and helping others succeed.

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

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.

Share your CV through

• Onboard new clients and guide them through the initial stages of service adoption.
• Develop and maintain strong, long-lasting client relationships.
• Act as the primary liaison between clients and internal teams.
• Proactively identify client needs and advocate for their success within the organization.
• Provide ongoing support, troubleshooting, and guidance to clients.
• Monitor client health and engagement metrics, intervening when necessary.
• Educate clients on product features and best practices to maximize their utilization.
• Identify opportunities for upselling and cross-selling based on client needs.
• Gather client feedback and relay it to product and development teams for service improvement.
• Conduct regular check-ins and business reviews with clients.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 2-3 years of experience in customer success, account management, or a similar client-facing role.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in CRM software and customer support tools.
• Ability to manage multiple client accounts simultaneously.
• Experience in a hybrid work environment is a plus.
• Familiarity with the relevant industry (e.g., SaaS, technology) is beneficial.