{"id":102141,"date":"2026-07-17T12:42:46","date_gmt":"2026-07-17T12:42:46","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/head-of-customer-success-east-africa\/"},"modified":"2026-07-17T12:42:46","modified_gmt":"2026-07-17T12:42:46","slug":"head-of-customer-success-east-africa","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/head-of-customer-success-east-africa\/","title":{"rendered":"Head of Customer Success, East Africa"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Head of Customer Success, East Africa\", \"description\": \"The Role\\nZeno is seeking a\u00a0Head of Customer Success \u2013 East Africa\u00a0to lead the design and scaling of our customer experience across Kenya, Uganda, and beyond. This role based in Kenya will ensure that every Zeno customer, fleet, and partner receives exceptional service \u2014 from onboarding and energy support to long-term engagement.\\nThe ideal candidate is customer-obsessed, data-driven, and operationally strong. You\u2019ll build and lead a regional team managing inbound and outbound communications, field operations, and customer care programs. You\u2019ll define metrics that track satisfaction, retention, and energy usage, ensuring that every customer stays charged \u2014 and loyal \u2014 to the Zeno platform.\\nWhat You\u2019ll Do:\\nLead Customer Success Strategy:\u00a0Develop and execute Zeno\u2019s customer success roadmap across East Africa, aligning with company growth and energy delivery goals.\\nTeam Leadership:\u00a0Build and lead high-performing teams across support, operations, and community management to deliver world-class service.\\nCustomer Engagement:\u00a0Oversee proactive communication with riders and partners, ensuring education on energy usage, maintenance, and product care.\\nNPS and Feedback:\u00a0Design and monitor customer satisfaction systems NPS, CSAT, churn metrics, turning insights into actionable improvements.\\nProcess & Systems:\u00a0Implement CRM and support platforms to manage inquiries, issue resolution, and customer data tracking.\\nRetention & Loyalty:\u00a0Develop programs that increase daily energy usage, repeat swaps, and long-term engagement through incentives and Zeno Points.\\nTraining & Development:\u00a0Build customer-facing training programs for onboarding new riders, swap operators, and fleet managers.\\nCross-Functional Collaboration:\u00a0Partner with Product, Engineering, and Operations teams to close feedback loops and improve performance and reliability.\\nCrisis Management:\u00a0Lead communication during outages or service disruptions, maintaining trust and transparency with customers.\\nRegional Oversight:\u00a0Manage multi-country expansion of support systems, ensuring consistency and cultural relevance across markets.\\nWhat You Bring:\\n5+ years of experience in customer success, customer experience, or operations leadership experience in EV, energy, fintech, or mobility sectors is a plus.\\nProven record of scaling customer-facing teams and systems across multiple markets or regions.\\nStrong operational background with comfort in data analytics, customer metrics, and CRM tools.\\nExceptional communication and empathy skills, with the ability to translate customer needs into actionable strategies.\\nExperience building and leading distributed or field-based teams.\\nStrategic mindset paired with a bias for action \u2014 equally comfortable in the field or in the boardroom.\\nBachelor\u2019s degree in Business, Operations, or a related field advanced degree preferred.\\nPassion for sustainability, mobility, and improving lives through technology.\\nBenefits:\\nCompetitive salary based on experience\\nCompany sponsored healthcare plan\\nJoin a world class team of engineers, operators, and entrepreneurs from across the globe who are part of the inevitable trillion-dollar transition of two-wheelers to electric!\", \"datePosted\": \"2026-07-17\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Zeno\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-07-31T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Zeno<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-07-31<\/p>\n<h3>Job Description<\/h3>\n<p>The Role<br \/>Zeno is seeking a\u00a0Head of Customer Success \u2013 East Africa\u00a0to lead the design and scaling of our customer experience across Kenya, Uganda, and beyond. This role based in Kenya will ensure that every Zeno customer, fleet, and partner receives exceptional service \u2014 from onboarding and energy support to long-term engagement.<br \/>The ideal candidate is customer-obsessed, data-driven, and operationally strong. You\u2019ll build and lead a regional team managing inbound and outbound communications, field operations, and customer care programs. You\u2019ll define metrics that track satisfaction, retention, and energy usage, ensuring that every customer stays charged \u2014 and loyal \u2014 to the Zeno platform.<br \/>What You\u2019ll Do:<br \/>Lead Customer Success Strategy:\u00a0Develop and execute Zeno\u2019s customer success roadmap across East Africa, aligning with company growth and energy delivery goals.<br \/>Team Leadership:\u00a0Build and lead high-performing teams across support, operations, and community management to deliver world-class service.<br \/>Customer Engagement:\u00a0Oversee proactive communication with riders and partners, ensuring education on energy usage, maintenance, and product care.<br \/>NPS and Feedback:\u00a0Design and monitor customer satisfaction systems NPS, CSAT, churn metrics, turning insights into actionable improvements.<br \/>Process &#038; Systems:\u00a0Implement CRM and support platforms to manage inquiries, issue resolution, and customer data tracking.<br \/>Retention &#038; Loyalty:\u00a0Develop programs that increase daily energy usage, repeat swaps, and long-term engagement through incentives and Zeno Points.<br \/>Training &#038; Development:\u00a0Build customer-facing training programs for onboarding new riders, swap operators, and fleet managers.<br \/>Cross-Functional Collaboration:\u00a0Partner with Product, Engineering, and Operations teams to close feedback loops and improve performance and reliability.<br \/>Crisis Management:\u00a0Lead communication during outages or service disruptions, maintaining trust and transparency with customers.<br \/>Regional Oversight:\u00a0Manage multi-country expansion of support systems, ensuring consistency and cultural relevance across markets.<br \/>What You Bring:<br \/>5+ years of experience in customer success, customer experience, or operations leadership experience in EV, energy, fintech, or mobility sectors is a plus.<br \/>Proven record of scaling customer-facing teams and systems across multiple markets or regions.<br \/>Strong operational background with comfort in data analytics, customer metrics, and CRM tools.<br \/>Exceptional communication and empathy skills, with the ability to translate customer needs into actionable strategies.<br \/>Experience building and leading distributed or field-based teams.<br \/>Strategic mindset paired with a bias for action \u2014 equally comfortable in the field or in the boardroom.<br \/>Bachelor\u2019s degree in Business, Operations, or a related field advanced degree preferred.<br \/>Passion for sustainability, mobility, and improving lives through technology.<br \/>Benefits:<br \/>Competitive salary based on experience<br \/>Company sponsored healthcare plan<br \/>Join a world class team of engineers, operators, and entrepreneurs from across the globe who are part of the inevitable trillion-dollar transition of two-wheelers to electric!<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Zeno on zeno.earth to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1281731\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-07-31 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Zeno Location: Nairobi Job Type: Full Time Apply Before: 2026-07-31 Job Description The RoleZeno is seeking a\u00a0Head of Customer Success \u2013 East Africa\u00a0to lead the design and scaling of our customer experience across Kenya, Uganda, and beyond. This role based in Kenya will ensure that every Zeno customer, fleet, and partner receives exceptional service [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,1409],"tags":[1425,1413,1412,2225],"class_list":["post-102141","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-job-listing","tag-myjobmag","tag-zeno"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/102141","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=102141"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/102141\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=102141"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=102141"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=102141"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}