Customer Success Manager Job in Nairobi, Kenya

Our client, a cloud-based merchant technology company, is recruiting for a Customer Success Manager to join their team.

Location: Ngong road, Nairobi

Job summary: To enable our customers realise maximum value from our products and services that leads to enhanced customer satisfaction and hence drives retention, revenue expansion opportunities and referrals.

Duties & Responsibilities:

  • Ensure smooth customer on-boarding by coordinating all teams involved in the process;
  • Track customer usage of the solution to ensure they are deriving maximum benefits and proactively monitor their product usage;
  • Engage with key customers to understand their growth strategies and to roadmap an alignment plan;
  • Carry out periodic customer satisfaction surveys and share feedback with other internal teams like customer support to ensure product growth;
  • Keep customers updated on new product features and drive adoption;
  • Ensure recurring revenue growth, seamless subscription renewals and drive strategic initiatives to maximize product adoption and advocacy;
  • Document customer success stories in the different segments served to help the marketing team drive new customer acquisition strategies;
  • Create and oversee implementation of policies and procedures that optimize customer experience;
  • Study other customer success programs and analyse customer data to identify the best practices: establish policies the entire staff can adhere to so all customers receive the same quality of service;
  • Effectively persuade customers to upgrade to a higher plan or to consider complementary products offered;
  • Perform any other duties as may be assigned from time to time.

Key Requirements & Competencies

  • Bachelor’s Degree in Business Management, Sales and Marketing, Communications or a related field;
  • 3+ years of experience with at least 1 year in a supervisory role;
  • Positive attitude towards work;
  • Accountable and self-disciplined;
  • Able to thrive in an environment that values entrepreneurial ethic and transparency;
  • Knowledge of customer success processes;
  • Self-driven and of a proactive nature;
  • Excellent communication and interpersonal skills;
  • Strong analytical and problem solving skills;
  • Patient and active listener.

Deadline: Interested parties should send their online applications on or before 30th August 2019

Correspondence: Detailed CV to be submitted online at

Applications not meeting minimum requirements will not be considered.

Only shortlisted candidates will be contacted.

Business Administration, Sales and Marketing
Updated: August 24, 2019 — 6:53 am