Head of Customer Success

About the role

We are seeking a Head of Customer Success to lead our fast‑growing AI technology business in Kenya. This senior position combines strategic account ownership with team management, allowing you to shape the customer success function from the ground up and drive long‑term growth and product adoption.

Key responsibilities

• Own and manage a portfolio of strategic enterprise accounts, ensuring adoption, retention, and expansion.
• Lead, mentor, and develop Customer Success Managers and Deployment Engineers, fostering a high‑performance, customer‑centric culture.
• Design and implement scalable success frameworks, including onboarding programs, health scoring, playbooks, and performance standards.
• Serve as the primary escalation point for complex issues, maintaining strong client relationships.
• Conduct executive business reviews, strategic account planning, and stakeholder meetings.
• Collaborate with senior leadership on customer health initiatives, product feedback, and growth strategies.
• Support recruitment, onboarding, and talent development as the organization expands.
• Bridge customer‑facing teams and technical implementation resources to ensure successful project delivery.

Required profile

• Previous hands‑on technical implementation experience (e.g., Solutions Engineer, Deployment Engineer, Technical Implementation Consultant).
• Proven leadership experience managing, coaching, and developing teams.
• Strong technical knowledge of APIs, webhooks, integrations, and software implementation processes.
• Demonstrated success managing complex enterprise relationships throughout the full customer lifecycle.
• Experience building customer success processes and operational standards in fast‑paced environments.
• Excellent verbal and written English communication skills, with the ability to engage executive stakeholders.

Required skills

• APIs
• Webhooks
• Integrations
• Software implementation processes