saas - customer success manager

2 days 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.

Share your CV through

  • Customer Success Representative

    9 hours ago

    Nairobi, Nairobi Area, Kenya NALA Full time

    Our MissionAt NALA, we're building payments for the Next Billion. This means transforming how money moves into Africa, Asia and beyond. By building cutting-edge payment solutions, we're simplifying financial transactions for individuals and businesses alike—helping them thrive in a global economy.We're driven by innovation, community, and the belief that...

  • Customer Success Representative

    9 hours ago

    Nairobi, Nairobi Area, Kenya NALA Full time

    Our MissionAt NALA, we're building payments for the Next Billion. This means transforming how money moves into Africa, Asia and beyond. By building cutting-edge payment solutions, we're simplifying financial transactions for individuals and businesses alike—helping them thrive in a global economy.We're driven by innovation, community, and the belief that...

  • SaaS Sales Executive – Kenya Market

    2 days ago

    Nairobi, Nairobi Area, Kenya DJUBO Full time 1,200,000 - 2,400,000 per year

    SaaS Sales Executive – Kenya Market (Hiring under DJUBO Reseller Partner)Applications are open only to candidates based in Nairobi.Share your resumes onWe are seeking a motivated, high-performing SaaS Sales Executive to drive revenue growth by acquiring new customers and expanding business with existing clients in the Kenya hospitality sector. You will...

  • Customer Success Associate

    2 days ago

    Nairobi, Nairobi Area, Kenya Controltech Limited Full time $104,000 - $130,878 per year

    The Role reports to:Customer Success Manager-Kenya HQAbout the role:As a Customer Success Associate, you will be the bridge between our solutions and our clients' success. This role is ideal for someone with a background in IT who also enjoys working directly with people. You will play a key part in helping clients maximize the value of ControlTech's...

  • Customer Success Executive

    9 hours ago

    Nairobi, Nairobi Area, Kenya Centiwise Full time 1,200,000 - 2,400,000 per year

    Job SummaryYou should be able to build strong customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. Ensure all customers are successfully using the payment gateway serviceResponsibilities• Guide customers through the onboarding process, helping them set up and integrate the...

  • Customer Success Representative

    6 days ago

    Nairobi, Nairobi Area, Kenya Talent Safari Full time 1,200,000 - 2,400,000 per year

    HoneyCoin is a pioneering B2B2C payment orchestration startup positioned at the forefront of international finance transformation. Our mission centers on redefining how people exchange value around the world by providing finance and product teams with comprehensive capabilities to make cross-border payments, run payroll, lend to borrowers, and manage all...

  • Customer Success Executive

    1 week ago

    Nairobi, Nairobi Area, Kenya SENRI Ltd. Full time 900,000 - 1,200,000 per year

    Looking for a leader to build and maintain relationships with enterprise customers in the phase of project implementation. Our mobile-based sales automation service, SENRI, is aiming at changing the way they work at enterprises and strengthening distribution networks in Africa.  Starting from 2015, we have been successful in the development of the service...

  • Key Account Manager

    6 days ago

    Nairobi, Nairobi Area, Kenya Temenos Full time 1,200,000 - 2,400,000 per year

    About TemenosTemenos (SIX: TEMN) is a global leader in banking technology. Through our market-leading core banking suite and best-in-class modular solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – deployed on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced...

  • Learner - Client Success Management

    9 hours ago

    Nairobi, Nairobi Area, Kenya NTT Ltd. Full time 400,000 - 1,200,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive. Your day at NTT DATA The Client...

  • Learner - Client Success Management

    9 hours ago

    Nairobi, Nairobi Area, Kenya NTT DATA, Inc. Full time 1,200,000 - 2,400,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Client...