Customer Success Manager

About the role

A Customer Success Manager is needed in Nairobi to lead a team of Customer Success Executives. The role covers line management, account ownership and retention, and holds the senior relationship with key corporate, government, NGO and multilateral clients.

Key responsibilities

• Line-manage Customer Success Executives: set priorities, allocate accounts and hold regular one-to-ones
• Run documented quarterly performance reviews with every team member and onboard new joiners until they can own accounts independently
• Raise performance concerns early, fairly and in writing, and act as escalation point for complaints and at-risk relationships
• Own the portfolio and hold accountability for retention, satisfaction and growth across every account
• Build account plans for major clients and identify repeat, upsell and cross-sell opportunities
• Hold the senior relationship with key corporate, government, NGO and multilateral clients
• Make sure programmes are delivered to standard, review logistical failures and turn participant feedback into changes in how work is scoped and delivered

Required profile

• At least 5 years in client relations, account management or customer success, including 2+ years line-managing a team
• Track record of holding and growing a portfolio of corporate, government or donor-funded accounts
• Experience running structured performance reviews and the judgement to have difficult conversations early
• Strong written English and the presence to hold a senior client relationship without supervision
• Comfortable working from CRM data rather than impression