388 Senior Customer Success Manager jobs in Nairobi
Customer Success Executive
Posted today
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Job Description
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
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saas - customer success manager
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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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1
Customer Success Coordinator
Posted today
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Terms
Ksh 30,000 | 40 hours/week | Hybrid
Company Description
Ebikes Africa's mission is to revolutionize transportation in Africa by providing high-quality, eco-friendly electric bicycles. We aim to promote a sustainable and healthy lifestyle by offering accessible e-bikes, irrespective of location. Our goal is to enhance the quality of life in Africa by reducing traffic congestion, improving air quality, and increasing transportation access. We are dedicated to outstanding customer service and forming strong partnerships with local communities and businesses. We believe in the positive impact of our e-bikes and are committed to making this vision a reality.
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2
Senior Customer Success Manager
Posted 19 days ago
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Our client is looking for a seasoned Senior Customer Success Manager to join their growing remote team. This role is critical in ensuring our customers achieve their desired outcomes while using our products and services. Based remotely, you will manage a portfolio of high-value clients, acting as their trusted advisor and primary point of contact. Your responsibilities will include developing and executing success plans, proactive engagement to identify and mitigate churn risks, and driving adoption and expansion of our offerings. You will conduct regular business reviews, analyze customer usage data, and identify opportunities to add value and deepen client relationships. A key part of this role involves collaborating closely with sales, product, and support teams to advocate for customer needs and ensure a seamless customer experience. You will be responsible for onboarding new clients, providing training and ongoing support, and ensuring high levels of customer satisfaction and retention. The ideal candidate will have a strong understanding of SaaS products, a proven track record in customer relationship management, and exceptional communication and problem-solving skills. Experience in strategic account management and a passion for helping customers succeed are essential. You must be comfortable working independently, managing your time effectively, and navigating complex client situations. This position offers a significant opportunity to influence customer strategy and contribute to the overall success of the business. We are seeking an individual who is highly organized, proactive, and driven by a desire to build long-lasting client partnerships. Your ability to understand business objectives and translate them into tangible results for our customers will be key. The successful candidate will be a strategic thinker with a customer-centric mindset, committed to delivering exceptional service and driving measurable business impact in the **Mombasa, Mombasa, KE** region and beyond.
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3
Customer Success Manager (Remote)
Posted 18 days ago
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Job Description
Our client is looking for a proactive and customer-centric Customer Success Manager to join their fully remote team. In this role, you will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from our products and services. Your goal will be to foster strong relationships, drive adoption, reduce churn, and identify opportunities for growth. You will work closely with clients to understand their business objectives and provide tailored solutions and support. This is an exciting opportunity to make a significant impact in a growing, remote-first company.
Responsibilities:
Responsibilities:
- Onboard new clients, guiding them through the initial setup and implementation process.
- Develop and maintain strong, long-term relationships with key client stakeholders.
- Proactively monitor client health and engagement, identifying potential risks and opportunities.
- Conduct regular business reviews with clients to assess progress and align on goals.
- Educate clients on product features, best practices, and new releases.
- Act as a liaison between clients and internal teams (e.g., Sales, Product, Support) to ensure client needs are met.
- Identify opportunities for upselling and cross-selling based on client needs and usage patterns.
- Gather client feedback and share insights with product and engineering teams to drive product improvements.
- Develop and implement strategies to improve customer satisfaction and retention.
- Track and report on key customer success metrics.
- Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
- Proven experience in customer success, account management, or a client-facing role within a SaaS environment.
- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving abilities and a proactive approach to client issues.
- Ability to understand client business needs and translate them into actionable solutions.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms is a plus.
- Familiarity with (Specific Industry, e.g., Fintech, Edtech) is an advantage.
- Highly organized with strong time management skills, essential for a remote role.
- Ability to work independently and collaboratively in a virtual team environment.
- Passion for delivering exceptional customer experiences.
- Adaptable and eager to learn new technologies and processes.
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4
Customer Success Manager - SaaS Solutions
Posted 10 days ago
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Job Description
Our client is looking for a proactive and relationship-driven Customer Success Manager to join their fully remote team. This role is essential for building and maintaining strong, long-term relationships with clients utilizing their cutting-edge SaaS solutions. You will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from the products and services. The ideal candidate will possess exceptional communication, problem-solving, and organizational skills, with a deep understanding of customer success principles and SaaS technologies. Your responsibilities will include onboarding new clients, providing ongoing support and guidance, proactively identifying client needs and opportunities for upselling or cross-selling, and acting as the voice of the customer internally. You will be responsible for driving customer retention, reducing churn, and increasing overall customer satisfaction through strategic engagement and proactive problem resolution. Experience with CRM systems (e.g., Salesforce, HubSpot) and a solid understanding of SaaS business models are crucial. This is a remote-first position, requiring a self-motivated individual who can manage their time effectively, collaborate virtually with internal teams (sales, product, support), and build trust with clients across different time zones. The ability to conduct compelling virtual demonstrations, training sessions, and business reviews is essential. If you are passionate about helping customers succeed and thrive in a dynamic, remote work environment, this is an excellent career opportunity. This role, while remote, offers valuable engagement with clients and markets, including those in the vibrant city of Mombasa, Mombasa, KE .
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5
Lead Customer Success Manager - SaaS Platform
Posted 18 days ago
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Our client, a fast-growing Software-as-a-Service (SaaS) provider, is looking for an experienced and empathetic Lead Customer Success Manager to join their fully remote team. This role is critical in ensuring our clients derive maximum value from our platform, fostering strong, long-term relationships and driving customer retention and expansion. You will be responsible for leading a team of Customer Success Managers, overseeing key accounts, and developing proactive strategies to address customer needs and challenges. Your responsibilities will include onboarding new clients, conducting regular check-ins and business reviews, identifying upsell and cross-sell opportunities, and acting as the primary point of contact for high-value customers. You will also play a key role in gathering customer feedback to inform product development and service improvements. The ideal candidate possesses a deep understanding of SaaS business models, a passion for customer advocacy, and a proven track record in managing complex client relationships. Exceptional communication, interpersonal, and problem-solving skills are essential. Experience in managing and mentoring a remote team is highly desirable. You should be adept at using CRM and customer success platforms, analyzing usage data, and translating insights into actionable strategies. A Bachelor's degree in Business, Marketing, or a related field is preferred. If you are a strategic thinker, a natural relationship builder, and thrive in a dynamic, remote environment where you can make a significant impact on customer satisfaction and business growth, we want to hear from you. This role serves customers in and around the **Mombasa, Mombasa, KE** area, but is conducted entirely remotely.
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6
Remote Customer Success Manager
Posted 19 days ago
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Our client is seeking a proactive and customer-centric Customer Success Manager to join their fully remote team. This role is pivotal in building and maintaining strong, long-lasting relationships with our clients, ensuring they derive maximum value from our services. The ideal candidate will be responsible for onboarding new clients, providing ongoing support, driving adoption of our platform, and identifying opportunities for upselling and cross-selling. You will act as the primary point of contact for your assigned client portfolio, advocating for their needs internally and ensuring their satisfaction. This is a remote position, allowing you to effectively serve clients from Mombasa, Mombasa, KE and beyond. Key responsibilities include: developing a deep understanding of client needs and business goals; creating and executing success plans tailored to individual clients; proactively monitoring client health and engagement, intervening when necessary; conducting regular check-ins and business reviews with clients; troubleshooting and resolving client issues efficiently and effectively; identifying and escalating client feedback to relevant internal teams; contributing to the development of customer success best practices and resources. The successful applicant will possess exceptional communication, interpersonal, and problem-solving skills, with a proven ability to build rapport and trust. Experience in customer service, account management, or a related client-facing role is essential. A Bachelor's degree in Business, Communications, or a related field is preferred. Strong organizational skills, attention to detail, and the ability to manage a diverse client base remotely are critical for success. You will be instrumental in driving client retention, loyalty, and growth through exceptional service and strategic guidance.
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7
Senior Customer Success Manager - SaaS
Posted 17 days ago
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Job Description
Our client is seeking a highly motivated and proactive Senior Customer Success Manager to join their growing, remote-first team. This role is vital for ensuring our clients derive maximum value from our Software as a Service (SaaS) platform, fostering long-term relationships and driving customer retention. You will be responsible for managing a portfolio of key accounts, understanding their business objectives, and guiding them towards successful adoption and utilization of our solutions. Your primary focus will be on proactive engagement, onboarding support, training, and identifying opportunities for upselling and cross-selling. Responsibilities include developing success plans for each client, conducting regular check-ins and business reviews, monitoring customer health metrics, and acting as the primary point of contact for any escalations. You will collaborate closely with sales, product, and support teams to advocate for customer needs and provide feedback for product improvement. The ideal candidate will have a proven track record in customer success, account management, or a related client-facing role within the SaaS industry. Excellent communication, interpersonal, and problem-solving skills are essential. A deep understanding of customer lifecycle management, churn reduction strategies, and customer satisfaction metrics is required. Proficiency with CRM software and customer success platforms is a significant advantage. This is a fully remote position, demanding strong organizational skills, self-discipline, and the ability to build rapport and trust with clients virtually. Join a dynamic company dedicated to client success and contribute to the growth of our global client base, supporting customers both locally in **Mombasa, Mombasa, KE**, and internationally.
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8
Remote Customer Success Manager - SaaS
Posted 3 days ago
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Job Description
Our client is seeking a highly motivated and client-focused Remote Customer Success Manager to foster strong relationships with their SaaS product users. This role is central to ensuring clients achieve their desired outcomes while using our platform, thereby driving retention, satisfaction, and growth. The ideal candidate will possess excellent communication skills, a proactive approach to problem-solving, and a deep understanding of customer success principles within a software-as-a-service environment. You will be responsible for onboarding new clients, providing ongoing support and training, and proactively identifying opportunities to increase client engagement and value realization. A key part of your role will be to monitor client usage patterns, identify potential risks of churn, and develop strategies to mitigate them. You will act as the primary point of contact for a portfolio of clients, addressing their inquiries, resolving issues, and advocating for their needs internally. This is a fully remote position, offering the flexibility to work from your home office while contributing to the success of our global client base. The successful candidate will have a proven track record in customer success, account management, or a related client-facing role, preferably in the SaaS industry. Strong analytical skills are needed to interpret customer data and feedback, translating it into actionable insights for product improvement and client strategy. Excellent presentation skills are required to conduct client reviews and training sessions. If you are a passionate advocate for customer satisfaction, with a knack for building lasting relationships and driving client value through technology, we encourage you to apply.
Responsibilities:
Qualifications:
Responsibilities:
- 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).
Qualifications:
- 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.
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