{"id":106366,"date":"2026-08-06T06:24:33","date_gmt":"2026-08-06T06:24:33","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/customer-success-lead\/"},"modified":"2026-08-06T06:24:33","modified_gmt":"2026-08-06T06:24:33","slug":"customer-success-lead","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/customer-success-lead\/","title":{"rendered":"Customer Success Lead"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Customer Success Lead\", \"description\": \"Job Description\\nThe Customer Success Lead is responsible for ensuring customers achieve maximum value from Keep IT Cool's products and services. The role leads customer onboarding, retention, customer support, and account growth while working closely with Sales, Operations, and Marketing to deliver an exceptional customer experience.\\nKey Responsibilities\\nCustomer Success Strategy\\nDevelop and implement customer success strategies that improve retention and loyalty.\\nEstablish customer service standards and operating procedures.\\nLead and coach the Customer Success team.\\nCustomer Onboarding\\nEnsure new customers are successfully onboarded onto Markiti.\\nCoordinate customer training and product education.\\nMonitor first-order success and early customer adoption.\\nCustomer Retention & Growth\\nReduce customer churn through proactive engagement.\\nIncrease repeat purchases and customer lifetime value.\\nIdentify upselling and cross-selling opportunities.\\nConduct regular customer business reviews.\\nCustomer Experience\\nResolve escalated customer issues.\\nMeasure customer satisfaction through CSAT and NPS.\\nGather customer feedback and recommend service improvements.\\nCollaboration\\nWork closely with Sales to ensure seamless customer handovers.\\nPartner with Operations and Dispatch to improve service delivery.\\nCollaborate with Marketing on customer engagement campaigns.\\nKPIs\\nCustomer Retention\\nCustomer Satisfaction CSAT\\nNet Promoter Score NPS\\nRepeat Purchase Rate\\nCustomer Lifetime Value\\nChurn Rate\\nUpsell RevenueBasket Size\\nRequirements\\nQualifications\\nBachelor's degree in Business, Marketing, Customer Experience, or a related field.\\nMinimum four 4 years' experience in Customer Success, Account Management, or Customer Service.\\nExperience in FMCG, logistics, retail, food distribution, or technology is an advantage.\", \"datePosted\": \"2026-08-05\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Keep IT Cool\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-08-19T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Keep IT Cool<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-19<\/p>\n<h3>Job Description<\/h3>\n<p>Job Description<br \/>The Customer Success Lead is responsible for ensuring customers achieve maximum value from Keep IT Cool&#8217;s products and services. The role leads customer onboarding, retention, customer support, and account growth while working closely with Sales, Operations, and Marketing to deliver an exceptional customer experience.<br \/>Key Responsibilities<br \/>Customer Success Strategy<br \/>Develop and implement customer success strategies that improve retention and loyalty.<br \/>Establish customer service standards and operating procedures.<br \/>Lead and coach the Customer Success team.<br \/>Customer Onboarding<br \/>Ensure new customers are successfully onboarded onto Markiti.<br \/>Coordinate customer training and product education.<br \/>Monitor first-order success and early customer adoption.<br \/>Customer Retention &#038; Growth<br \/>Reduce customer churn through proactive engagement.<br \/>Increase repeat purchases and customer lifetime value.<br \/>Identify upselling and cross-selling opportunities.<br \/>Conduct regular customer business reviews.<br \/>Customer Experience<br \/>Resolve escalated customer issues.<br \/>Measure customer satisfaction through CSAT and NPS.<br \/>Gather customer feedback and recommend service improvements.<br \/>Collaboration<br \/>Work closely with Sales to ensure seamless customer handovers.<br \/>Partner with Operations and Dispatch to improve service delivery.<br \/>Collaborate with Marketing on customer engagement campaigns.<br \/>KPIs<br \/>Customer Retention<br \/>Customer Satisfaction CSAT<br \/>Net Promoter Score NPS<br \/>Repeat Purchase Rate<br \/>Customer Lifetime Value<br \/>Churn Rate<br \/>Upsell RevenueBasket Size<br \/>Requirements<br \/>Qualifications<br \/>Bachelor&#8217;s degree in Business, Marketing, Customer Experience, or a related field.<br \/>Minimum four 4 years&#8217; experience in Customer Success, Account Management, or Customer Service.<br \/>Experience in FMCG, logistics, retail, food distribution, or technology is an advantage.<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Keep IT Cool on raino.zohorecruit.com to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1298454\" 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: 2026-08-19 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Keep IT Cool Location: Nairobi Job Type: Full Time Apply Before: 2026-08-19 Job Description Job DescriptionThe Customer Success Lead is responsible for ensuring customers achieve maximum value from Keep IT Cool&#8217;s products and services. The role leads customer onboarding, retention, customer support, and account growth while working closely with Sales, Operations, and Marketing to [&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":[1425,1413,2300,1412],"class_list":["post-106366","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-job-listing","tag-keep-it-cool","tag-myjobmag"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106366","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=106366"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106366\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=106366"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=106366"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=106366"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}