Client Success Manager

1 day ago

Nairobi, Nairobi Area, Kenya Shortlist Full time $40,000 - $80,000 per year


About us

At Tana, we believe that your skills and your character define you not where in the world you were born. Africa has the fastest-growing workforce in the world, yet only 1 job exists on the continent today for every 4 jobseekers. We are rewriting the story by opening the door for brilliant talent to take on full-time, remote roles with companies across North America and Europe, backed by extensive training, professional coaching, and on-the-ground support. 100% of the talent we place say that Tana provides better opportunities than they would have otherwise had access to, and were just getting started

Position overview

As a Client Success Manager, you will play a critical role in ensuring client satisfaction, retention, and growth. You'll serve as the primary point of contact for client stakeholders, ensuring that our service delivery meets expectations and creates long-term value. You'll also act as the bridge between clients and internal teams such as Recruitment, Training, and Talent Success, to empower our talent to thrive in their roles.

This is a hands-on role where you'll be immersed in relationship management and problem-solving day-to-day, with the opportunity to drive long-term growth, and scale the Customer Success function.

Responsibilities

Client onboarding

- Onboard clients by helping them understand the Tana model, what to expect, and how to set themselves up for success in working with early-career talent from Kenya.

- Convey client requirements to our Recruitment & Training teams, and support high-quality delivery.

- Serve as the point person for client communications and logistics.

Client relationship management

- Run regular check-ins with client managers to gather feedback, problem-solve, and make sure expectations are being met on an ongoing basis.

- Bridge the client relationship with our internal Talent Success team by sharing context, feedback, and priorities and ensuring clients know how were following through.

- Manage client communication around contract renewals, annual reviews, performance concerns, and retention risks, working closely with HR and Talent Success to resolve them.

- Monitor client satisfaction and flag potential risks early, addressing them before they escalate.

Growth & expansion

- Support long-term success by reflecting with clients on the impact of our partnership, and identifying ways to add value (e.g., sharing best practices, co-developing plans for talent upskilling).

- Spot opportunities to expand relationships whether through new teams, new roles, or referrals and partner with our Sales team to pursue them.

- Capture client wins and stories to fuel business development.

Requirements

  • 3+ years in client-facing roles such as Client Success, Account Management, Consulting, B2B Sales, or Project Management, with proven ability to build trusted relationships with senior stakeholders.
  • Direct experience working with clients in North American and European markets.
  • Excellent communication and collaboration skills with internal and external stakeholders.
  • Strong judgment and problem-solving, particularly in high-stakes and ambiguous situations.
  • Entrepreneurial mindset with the ability to thrive in a dynamic start-up environment.

Location

This is a hybrid position based in Nairobi, Kenya (on average 3 days a week in-office).


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