Customer Success Manager

Role Overview

We are seeking a dedicated Customer Success Manager based in Nairobi, Kenya, to lead and cultivate our Customer Success team. This role entails managing team members, overseeing client portfolios, and ensuring high standards of program delivery and client satisfaction.

Key Responsibilities

• Supervise Customer Success Executives by setting their work priorities, allocating client accounts, and conducting consistent individual meetings.
• Conduct documented quarterly evaluations for every team member to track and enhance their performance.
• Facilitate onboarding of new team members until they can autonomously manage accounts.
• Address and document performance issues promptly, fairly, and in writing.
• Take full responsibility for client retention, satisfaction, and growth within your team's portfolio.
• Serve as the primary escalation contact for client complaints and accounts deemed at risk.
• Develop strategic account plans focusing on repeat business, upselling, and cross-selling opportunities for significant clients.
• Maintain senior-level relationships with key clients from corporate, government, NGO, and multilateral sectors.
• Ensure program delivery meets quality standards, minimizing logistical issues and conducting reviews when failures occur.
• Translate participant feedback into actionable improvements in program scoping and execution.

Qualifications and Experience

• Minimum of five years’ experience in client relations, account management, or customer success, with at least two years in a leadership role managing a team.
• Proven success in managing and expanding a portfolio comprising corporate, government, or donor-funded accounts.
• Experienced in conducting structured performance reviews and confidently addressing challenging conversations early on.
• Exceptional written English skills and ability to independently manage senior client relationships.
• Proficient in using CRM data for informed decision-making rather than relying on subjective impressions.