Customer Care Job in Kenya

Position: Head of Customer Success

Job Description 



Qualifications

  • You have a proven track record of ensuring
    customer success (adoption, renewals, upsell)

  • You have managed high-growth accounts

  • You are empathetic and customer-centered,
    ensuring the customer comes first

  • You take initiative and are well organized

  • You are able to identify where process needs
    improvement and can create process where needed

  • You understand when to escalate
    customer-facing issues to other teams

  • You have strong written and verbal
    communication skills

  • 3-5 years experience as a Customer Success
    Manager

  • Interest or experience in health-tech
    (preferred)

Responsibilities

  • Closely manage an expanding portfolio of
    enterprise accounts

  • Be responsible for the ultimate success of
    ILARA Health customers, including onboarding, implementation, and renewal

  • Work closely with enterprise accounts to
    establish clear goals and milestones that you and the customer will be
    working towards

  • Ensure customer loyalty by nurturing long-term
    partnerships

  • Synthesize customer feedback and work with
    internal teams to respond to customer needs

  • Generate, maintain and share educational
    resources, trainings, and best practices

  • Bring additional value by encouraging deeper
    feature adoption by identifying opportunities for expansion

How To apply

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