Customer Success Manager – Nairobi, Kenya

About the role

We are looking for an experienced Customer Success Manager to lead our Customer Success Executives in Nairobi. You will be responsible for driving retention, satisfaction, and growth across a portfolio of corporate, government, NGO, and multilateral clients.

Key responsibilities

• Line‑manage Customer Success Executives: set priorities, allocate accounts, and hold regular one‑to‑ones.
• Conduct documented quarterly performance reviews for each team member.
• Onboard new joiners until they can independently own accounts.
• Raise performance concerns early, fairly, and in writing.
• Own the portfolio and ensure overall accountability for retention, satisfaction, and growth.
• Act as the escalation point for complaints and at‑risk relationships.
• Develop account plans, identify upsell and cross‑sell opportunities, and maintain senior relationships with key clients.
• Protect delivery quality, ensure programmes meet standards, and minimise logistical failures.
• Translate participant feedback into actionable improvements.

Required profile

• Minimum 5 years in client relations, account management or customer success, with at least 2 years of line‑management experience.
• Proven track record of managing and growing corporate, government or donor‑funded accounts.
• Experience conducting structured performance reviews and handling difficult conversations early.
• Strong written English and ability to manage senior client relationships independently.
• Comfortable working from CRM data rather than intuition.

Required skills

What we offer

• Opportunity to lead a high‑performing team in a dynamic market.
• Exposure to a diverse portfolio of high‑impact clients.
• Professional growth and development in customer success leadership.