Customer Success Manager

About the role

Equinode is looking for a Customer Success Manager to be the primary point of contact for a portfolio of clients in Nairobi. You will ensure client satisfaction with the company’s digital marketing, design, and branding solutions, guiding them from onboarding through implementation and adoption.

Key responsibilities

• Onboard new clients, understand their goals, and drive successful adoption of services.
• Monitor account health, analyze performance metrics, and identify improvement opportunities.
• Coordinate with internal teams to meet client deliverables and meet deadlines.
• Prepare regular client reports, manage renewals, and support upselling or cross‑selling.
• Escalate risks to management promptly and enforce operational standards across staff.

Required profile

• Proven ability to retain customers and achieve client satisfaction.
• Strong relationship‑building, communication, and empathy skills.
• Analytical mindset to interpret data and translate insights into actions.
• Experience in account management or customer success within digital marketing, SaaS, or creative agencies.
• Bachelor’s degree in Business, Marketing, Communications, or equivalent experience.

Required skills

• CRM systems
• Project management tools
• Analytics dashboards