Titre du poste

Customer Success Manager - Kisumu

Description

Position : Customer Success Manager - Kisumu

We are seeking an experienced Customer Success Manager to lead and enhance our customer success initiatives. The role is responsible for ensuring customer satisfaction, retention, and long-term growth by building strong relationships, driving adoption of our products/services, and collaborating with internal teams to resolve issues. The ideal candidate will have a proven track record in customer success, account management, and strategic client engagement.
Key Responsibilities

  • Develop and maintain strong relationships with key clients to ensure high customer satisfaction and retention
  • Serve as the primary point of contact for strategic accounts and escalate issues as necessary
  • Monitor customer health metrics and proactively address challenges to prevent churn
  • Drive adoption of products/services through training, onboarding, and support
  • Collaborate with sales, product, and support teams to ensure customer needs are met
  • Analyze customer data and feedback to provide actionable insights to internal teams
  • Develop and implement customer success strategies aligned with business objectives
  • Report regularly to senior management on customer success performance and KPIs
  • Lead initiatives to improve customer experience and loyalty

Required profile for job ad : Customer Success Manager - Kisumu

Qualifications & Experience

  • Bachelor’s degree in Business Administration, Marketing, or related field
  • Master’s degree in Business Administration, Marketing, or related discipline is preferred
  • 8–12 years of proven experience in Customer Success, Account Management, or Client Relationship roles
  • Experience managing large, strategic accounts and driving retention initiatives
  • Familiarity with customer success platforms, CRM systems, and reporting tools
  • Strong understanding of customer lifecycle management and KPIs

Skills & Competencies

  • Exceptional relationship management and interpersonal skills
  • Strategic thinking and problem-solving ability
  • Strong communication and presentation skills
  • Data-driven mindset with the ability to analyze metrics and trends
  • Leadership and team collaboration capabilities
  • Ability to manage multiple high-priority accounts effectively

Job criteria for job ad : Customer Success Manager - Kisumu

  • Job category :
    IT, new technologies - Marketing, communication - Sales
  • Industries :
    Advice, audit, accounting - Banking, insurance, finance - Distribution, selling, wholesale - IT, software engineering, Internet - Marketing, communication, media
  • Employment type : Permanent contract - Fixed-term contract - Freelance
  • Region : International
  • City : Kisumu
  • Remote work :
    Hybrid
  • Experience level : 5 to 10 years - More than 10 years
  • Educational level : Master - Doctorate
  • Spoken language :
    english > good level
  • Number of Position(s) : 15
  • Salary expectations :
    > KSh 400,000
  • Team management :
    Yes
  • Communication
  • Account Management
  • IDEAL
  • CRM
  • Sales
  • Marketing
Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.
Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Type de poste
Temps plein
Lieu du poste
Kisumu, Kenya
Date de publication
4 février 2026
Valide jusqu’au
5 avril 2026
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Poste : Customer Success Manager - Kisumu

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