Customer Success Manager – Nairobi

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. This role combines strategic account planning with hands‑on team leadership.

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 be accountable for retention, satisfaction, and growth.
• Act as escalation point for complaints and at‑risk relationships.
• Develop account plans for major clients and identify repeat, upsell, and cross‑sell opportunities.
• Maintain senior relationships with key corporate, government, NGO, and multilateral clients.
• Ensure delivery quality, oversee programme standards, and minimise logistical failures.
• Translate participant feedback into actionable improvements.

Required profile

• Minimum 5 years in client relations, account management or customer success.
• At least 2 years of line‑management experience.
• Proven track record of managing and growing corporate, government or donor‑funded accounts.
• Experience running structured performance reviews and handling difficult conversations early.
• Strong written English and ability to manage senior client relationships independently.

Required skills

• CRM data management.