saas - customer success manager

1 day ago

Nairobi, Nairobi Area, Kenya KiliMax Full time 900,000 - 1,200,000 per year

Job Review

This is a
full-time leadership role in Nairobi
, positioned at the heart of customer lifecycle management within the SaaS industry. Unlike entry-level customer success positions, this role is strategically designed to blend customer engagement, pre-sales support, product adoption, and team leadership.

Key Job Responsibilities.

1. End-to-End Customer Lifecycle Management

  • Responsible for the entire customer success journey from the trial phase through post-sale, including guiding trial customers, uncovering needs, demonstrating value, and driving conversion to paid contracts.

2. Pre-Sales & Solution Support:

  • Collaborate with the sales team by providing product demonstrations, scenario based solution design, and value proposition support during the pre-sales stage to facilitate deal closure.

3. Customer Relationship & Retention

  • Establish and maintain long-term cooperative relationships with customers in Africa, enhancing customer satisfaction, retention rate, and renewal rate.

4. Customer Training & Support

  • Conduct customer training sessions and address technical inquiries to ensure customers fully understand and utilize product features, thereby increasing product adoption and usage depth.

5. Customer Feedback & Product Optimization.

  • Regularly collect customer feedback and combined with market and competitor insights, provide suggestions to the product team to drive product iteration and optimization.

6. Customer Success Planning & Execution

  • Develop and implement customer success roadmaps to help customers achieve their business goals and enhance their experience and satisfaction.

7. Team Management & Local Operations

  • Lead the local Customer Success team, establishing workflows and service standards to ensure team alignment and efficient execution of goals.

Job Requirements

1. Education

  • Bachelor's degree or above, preferably in Marketing, Business Management, Information Technology, or related fields.

2. Work Experience

  • Minimum of 5 years of experience in Customer Success or customer management, with a background in the SaaS industry.
  • Proven experience in team management, with the ability to lead a local team to achieve customer success objectives.
  • Preference will be given to candidates with CSM experience from leading SaaS companies such as Odoo, Zoho, QuickBooks, Busy, Tally, etc.

3. Core Competencies

  • Familiar with SaaS product promotion and customer lifecycle management strong technical acumen and solution design capabilities.
  • Ability to support pre-sales activities, including product demonstrations and value communication tailored to customer business scenarios.
  • Skilled in using data analysis to identify renewal and upsell opportunities and drive conversions.
  • Proficient in using CRM systems (e.g. Salesforce, Zoho CRM) and data analysis tools.

4. Preferred Qualifications

  • Experience in Customer Success or pre-sales within the SaaS retail sector in East Africa.
  • Experience in building or optimizing customer success processes from the ground up.
  • Ability to propose product or operational improvements based on market and customer behavior data.

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