Customer Success Manager

AjuaNairobi

On-site Contract

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Experience Level

Mid to Senior

Qualifications

Essential Requirements:A relevant university degree from a recognized institution. Minimum of 3 years' experience in account management and relationship management. Experience in SaaS environments is a valuable asset. Strong background in customer service and customer experience. Demonstrated customer obsession and a passion for providing exceptional service. Robust analytical skills with the capability to transform data into actionable insights. Proficiency in generating quality reports for clients. Self-motivated and proactive in approach. Highly organized with multitasking capabilities. Experience working collaboratively with cross-functional teams. Excellent communication and interpersonal skills. High level of computer literacy and quick adaptability to new software. Familiarity with customer success processes.

About the job

Join Our Team as a Customer Success Manager

At Ajua, we are dedicated to enhancing the customer experience for businesses across Africa. We are looking for a skilled Customer Success Manager to cultivate strong relationships with our clients, ensuring they achieve maximum value from our innovative solutions.

Key Responsibilities:

Oversee and nurture assigned customer accounts, fostering relationships that deliver substantial value for both the customer and Ajua.
Act as the primary liaison for business communications, promptly updating customers on new products, service enhancements, and company developments.
Embed the Ajua value proposition within the customer base, facilitating their full utilization of our products and services.
Drive business growth through upselling additional products and solutions tailored to customer needs.
Manage the comprehensive customer account setup process, including user creation, survey identification, engagement definition, testing, and customer approval.
Ensure a seamless onboarding experience by collaborating with key Ajua departments including Products, Sales, Engineering, Partnerships, and Finance.
Conduct training sessions for new and existing customers to effectively navigate the system, view feedback, and download reports for optimal usage.
Address customer inquiries and challenges swiftly, escalating issues when necessary to maintain high satisfaction levels.
Manage the billing process to ensure accurate invoicing, credit management, and adherence to contractual agreements.
Lead project management initiatives for special events, including customer success weeks.
Compile and submit detailed status reports on customer accounts, highlighting both successes and areas for improvement.
Collaborate with cross-functional teams to provide insights on customer trends, contributing to the continuous development of our products and services.
Perform additional duties as assigned.

About Ajua

Ajua is a pioneering Integrated Customer Experience Solution designed specifically for businesses in Africa. Our mission is to bridge the gap between businesses and their customers. Through advanced technology, we integrate with businesses at critical customer touchpoints to measure and enhance their customer experience. Our user-friendly platform has empowered leading brands across various industries to develop actionable strategies that fuel business growth.

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Customer Service Trainee/ Processor

Salix Data Africa Limited

Full-time|On-site|Nairobi

Training Period (6-8 Weeks of Comprehensive Customer Service Training):Acquire in-depth knowledge of customer service best practices and company policies.Refine your call handling and troubleshooting skills to enhance customer satisfaction.Engage in customer interaction simulations to build real-world practical skills.Enhance your communication and problem-s…

May 15, 2025

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Customer Service and Event Housing Coordinator

SALIX Data Africa Limited

Contract|On-site|Nairobi

Event and Room Block CoordinationAssist the Director of Lodging and Account Managers in orchestrating room blocks for scheduled events.Efficiently create, modify, and cancel room reservations with precision.Maintain a comprehensive inventory of room allocations, reservations, and hotel assignments.Monitor hotel pick-up rates and proactively engage with hotels, CVBs, and partner clients.Review and interpret RFPs and contracted event agreements with hotels.Customer Service and Client SupportAct as the primary point of contact for customer inquiries through phone, email, and chat.Investigate and resolve reservation issues and housing-related concerns.Conduct outbound calls to attendees, hotel partners, venue staff, and event operators.Provide timely, accurate, and professional responses across all communication channels.Stakeholder and Partner RelationsFoster and maintain strong relationships with hotel partners and vendors.Engage in strategic meetings with event owners and venue teams to understand housing needs and clarify service offerings.Collaborate with venue staff and event owners to assess housing performance, pick-up trends, and address any concerns.Provide on-site representation at selected events, conferences, and sales meetings as needed.Reporting and Performance TrackingTrack booking sales pace and compile pre- and post-event metrics.Collect and analyze performance indicators to deliver actionable insights.Collaborate closely with internal teams to ensure KPIs are achieved and continuously improved.Marketing and Cross-Functional CollaborationCoordinate with the Marketing Department to bolster promotional strategies for event housing.Support outreach initiatives to enhance room block engagement and bookings.

Feb 24, 2026

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Industrial Boiler Service Technician Trainee

Robert Bosch East Africa

Full-time|On-site|Nairobi

Join our dynamic team as a Service Technician Trainee where you will be at the forefront of delivering exceptional after-sales service for our Industrial Boilers division across East Africa while based in Kenya. Your role will involve regular visits to our industrial clients to foster strong relationships, enhance customer satisfaction, and showcase our service expertise. You will promote and sell our service offerings, including maintenance solutions, service contracts, and spare parts. Your proactive after-sales engagement will play a key role in identifying service opportunities and contributing to long-term business growth.Ensure optimal Boiler operation quality within your area of intervention.Manage existing maintenance contracts effectively.Respond to customer inquiries regarding troubleshooting.Oversee the supervision and commissioning of new Boilers.Generate detailed reports following each customer visit, offering recommendations for spare parts and retrofits.Maintain close collaboration with Boiler specialists in Germany.

Feb 23, 2026

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Customer Success Manager

Ajua

Contract|On-site|Nairobi

Join Our Team as a Customer Success ManagerAt Ajua, we are dedicated to enhancing the customer experience for businesses across Africa. We are looking for a skilled Customer Success Manager to cultivate strong relationships with our clients, ensuring they achieve maximum value from our innovative solutions.Key Responsibilities:Oversee and nurture assigned customer accounts, fostering relationships that deliver substantial value for both the customer and Ajua.Act as the primary liaison for business communications, promptly updating customers on new products, service enhancements, and company developments.Embed the Ajua value proposition within the customer base, facilitating their full utilization of our products and services.Drive business growth through upselling additional products and solutions tailored to customer needs.Manage the comprehensive customer account setup process, including user creation, survey identification, engagement definition, testing, and customer approval.Ensure a seamless onboarding experience by collaborating with key Ajua departments including Products, Sales, Engineering, Partnerships, and Finance.Conduct training sessions for new and existing customers to effectively navigate the system, view feedback, and download reports for optimal usage.Address customer inquiries and challenges swiftly, escalating issues when necessary to maintain high satisfaction levels.Manage the billing process to ensure accurate invoicing, credit management, and adherence to contractual agreements.Lead project management initiatives for special events, including customer success weeks.Compile and submit detailed status reports on customer accounts, highlighting both successes and areas for improvement.Collaborate with cross-functional teams to provide insights on customer trends, contributing to the continuous development of our products and services.Perform additional duties as assigned.

Nov 24, 2020

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Customer Success Engineer at Ajua | Nairobi

Ajua

Contract|On-site|Nairobi

At Ajua, we place Customer Experience at the heart of our mission. As a Customer Success Engineer, you will exemplify exceptional customer engagement with our suite of innovative products. This pivotal role requires a deep understanding of Ajua's technology stack, allowing you to expertly guide clients through an impactful onboarding journey, ensuring a seamless experience. You will also collaborate with our engineering team to foster technological growth, attentively listening to customer feedback and exploring new solutions to enhance user experience.Key ResponsibilitiesGain comprehensive knowledge of Ajua’s platform stack and explore its technological potential.Ensure the uptime, performance, stability, and scalability of the Ajua platform for clients.Strive for optimal performance, quality, and responsiveness of applications.Participate in client and sales meetings to understand and address client challenges.Communicate technology capabilities and functionalities to clients in an easily understandable manner.Assist the customer success team in onboarding new clients.Manage technical projects with clients effectively.Guide customers through the Ajua journey from a technological perspective.Lead the delivery of client-centric technical projects.Support the Customer Success & Engineering team in resolving platform issues and requests.Steer the tech and Customer Success team towards developing a mature SaaS product.Facilitate client requests between customers and Ajua.Conduct user testing and maintain communication with clients from a technical standpoint.Work closely with the Engineering team throughout all phases of technical projects.Ensure proper system monitoring and alerts for the Ajua platform at client sites.Track additional feature requests from clients, notify the product team, and strategize implementation plans.Create, implement, maintain, and enhance test plans, scripts, and methodologies to ensure thorough testing of the Ajua platform.

Nov 2, 2020

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Customer Operations Officer - eMobility

M-KOPA

Full-time|On-site|Nairobi

Role Overview M-KOPA is hiring a Customer Operations Officer for its eMobility team in Nairobi. This position supports customers through the driving licensing process, working closely with driving schools, the retail team, and regulatory bodies such as NTSA. The role suits someone who pays attention to detail, follows up reliably, and communicates well with partners and colleagues. About M-KOPA and the Mobility Team M-KOPA’s Mobility team is growing quickly across Kenya. The team values operational precision and a strong customer focus. As Customer Operations Officer, the work spans several departments and involves external partners. The goal: help every new customer move smoothly from enrollment to becoming a fully licensed rider. The environment is process-driven, and success depends on careful coordination and proactive problem-solving. What You Will Do Oversee class enrollment, monitor learner attendance, and help issue introduction letters with driving schools and the customer experience team. Manage the issuance and tracking of Provisional Driving Licenses (PDLs) and Interim Driving Licenses (IDLs), ensuring compliance with regulations. Coordinate with NTSA to support timely processing and delivery of Smart Driving Licenses. Serve as the main operational contact for driving school partners, maintaining regular daily and weekly communication. Track rider enrollment numbers and collaborate with the retail team to ensure driving school packages are provided on time. Monitor customer conversion timelines and work with relevant teams to resolve any process delays.

Apr 20, 2026

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Customer Success Engineer: Implementation and Support

Ajua

Contract|On-site|Nairobi

At Ajua, exceptional customer experience is at the heart of our mission, and we are seeking a dedicated Customer Success Engineer to deliver a top-tier experience across all our products.The ideal candidate will provide both onsite and remote engineering support, managing the entire lifecycle of incidents and problems to enhance customer satisfaction with Ajua’s offerings. This role demands close collaboration with various teams across all levels of technical support and engineering.Key Responsibilities:Act as a level-two support engineer for production services deployed at customer locations, along with centrally managed services.Implement and maintain monitoring systems at client premises, coordinating with service desk personnel to ensure optimal service uptime.Compile and present service reports, including insights and implementation plans for service improvement.Lead service improvement initiatives that involve customer engagement.Gather and document requirements during the project discovery phase to ensure a smooth delivery process.Convert gathered requirements into comprehensive technical design documents, including Product Definition, High-Level Design, and Low-Level Design documents.Draft technical proposals for various projects.Support sales calls where technical aspects of projects require clear explanations to customers.Deliver on the various technical facets of the Ajua Delivery Model.Foster and maintain strong technical relationships with customers' engineering and business management teams.Assist in reporting requirements as they arise with customers.Develop and engineer support tools to enhance Ajua’s products and services.

Dec 1, 2020

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Service Engineer - HVAC Systems

Stratostaffealimited

Full-time|On-site|Nairobi

Key Responsibilities:1. Drive the growth of the aftermarket business across various regions within the African territory.2. Address and resolve complaints from customers and dealers, including fault identification and correction.3. Troubleshoot and resolve issues regarding the installation and operation of chillers, packaged units, ducted split systems, and HVAC systems.4. Perform preventive, corrective, and breakdown maintenance on HVAC equipment and systems.5. Select appropriate replacement parts and manage the requisition of spare parts and consumables in accordance with company protocols for repairs and maintenance.6. Regularly maintain and update customer databases, service reports, and equipment maintenance history.7. Provide technical support and troubleshooting assistance.8. Conduct service training programs for service engineers and technicians representing distributors.9. Advise customers on repair options, including cost estimates, and recommend preventive maintenance strategies.10. Prepare quotes and execute service jobs efficiently.11. Respond promptly to emergency situations outside of regular hours to address immediate safety concerns.12. Assist customers in starting up and commissioning supplied equipment.13. Offer telephone and email support to customers for equipment startup or troubleshooting issues.

Jun 13, 2022

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Client Service & AI Support Specialist

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Full-time|On-site|Nairobi

Lead initiatives to attract and retain clients through strategic, solution-oriented business development.Oversee customer onboarding, training, and successful integration of AI-driven products.Serve as the main liaison between clients and our internal product and technology teams.Create and conduct impactful training sessions for clients and partners.Facilitate pilot programs, demonstrations, and ensure success post-implementation.

Jan 23, 2026

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Front Office Service Manager

RHG

Full-time|On-site|Nairobi

Join our dynamic team as a Front Office Service Manager where you will play a pivotal role in enhancing guest experiences and managing front office operations. You will be responsible for overseeing the daily operations of the front desk, ensuring exceptional service delivery, and leading a team of dedicated staff.

Jan 30, 2026

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Service Manager (Pest Control)

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Full-time|On-site|Nairobi, Nairobi County, Kenya

Join Rentokil Initial, a pioneering global services company with a workforce of over 35,000 across 70 countries. We are at the forefront of technological innovation, dedicated to safeguarding health and enhancing lives by managing pests, promoting hygiene, and beautifying spaces with plants and fragrances.As industry leaders, we invest heavily in training, scientific research, and technological advancements, providing our employees with ample opportunities for personal and professional growth.We foster a culture of active listening and responsiveness to feedback, ensuring that both our staff and customers feel supported. At Rentokil Initial, we uphold equality and fairness as core values for all our team members.Our core values—Service, Relationships, and Teamwork—are shaped by our global workforce.Explore more about our career opportunities at careers.rentokil-initial.com.Rentokil Pest Control is recognized as the global leader in commercial pest control services, delivering reliable, friendly, and high-quality solutions to a diverse clientele. Operating in over 65 countries, we rank among the top three providers in 63 of them.Our commitment to innovation and our extensive technical and scientific expertise make us a trusted partner for our customers.Initial Hygiene is the world’s foremost hygiene services company, offering tailored hygiene solutions across various sectors and industries. We operate in over 40 countries, ranking in the top three in 38 of them.With central support functions encompassing Human Resources, IT, Finance, Legal, and Marketing & Innovation, you will play a vital role in supporting our Pest Control Department in Nairobi, East Africa.

Feb 12, 2026

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B2B SaaS Implementation & Customer Success Specialist | Mining Operations

Jobgether

Full-time|Remote|Kenya

Role overview Jobgether is seeking a B2B SaaS Implementation & Customer Success Specialist to support its platform for mining and FIFO operations in Kenya. This role centers on guiding clients through onboarding, encouraging adoption, and building lasting partnerships. The position involves both strategic planning and hands-on execution to help clients realize the value of the software. Main responsibilities Lead software implementation projects for clients in the mining, energy, and construction sectors Coordinate onboarding and deliver user training sessions to ensure a smooth rollout Collaborate with client teams across logistics, finance, IT, and operations to tailor system configurations Advise clients on best practices and suggest operational improvements to maximize software benefits Serve as the primary point of contact for client inquiries, feedback, and ongoing relationship management Troubleshoot and resolve operational challenges during and after implementation Support the development of internal processes and customer success strategies Work structure and collaboration This is a remote-first position based in Kenya International travel may be required for certain client projects Work closely with a range of internal and external stakeholders Who succeeds in this role Professionals who are client-focused and comfortable balancing both strategy and direct action Individuals who can navigate complex workflows and collaborate effectively with diverse teams People who take ownership and are motivated to make a clear impact in customer success

Apr 28, 2026

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Front Office Service Manager at rhg | Nairobi

rhg

Full-time|On-site|Nairobi

Join our dynamic team at rhg as a Front Office Service Manager. In this pivotal role, you will oversee the front office operations, ensuring exceptional service delivery and guest satisfaction. Your leadership will be crucial in managing staff, optimizing processes, and enhancing the overall guest experience.

Dec 4, 2025

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NOC Technician - Managed Service Provider (MSP)

distro

Full-time|On-site|Nairobi, Nairobi City

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Apr 28, 2026

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Recours Global HR

Full-time|On-site|Nairobi

Key ResponsibilitiesOperationsDeliver exceptional meet and greet services, fast pass facilitation, and loyalty program management to enhance passenger experience in line with established guidelines.Implement airport regulations and operational procedures efficiently to ensure compliance and customer satisfaction.Assist passengers with check-in, baggage handling, shopping, and visa processing to provide seamless travel experiences.Facilitate priority access for eligible airline passengers and loyalty program members through fast track points.Oversee service point operations, ensuring functionality and cleanliness, and report any issues to management for prompt resolution.Maintain accurate documentation and passenger records, including usage reports and service feedback.Monitor lounge services, catering, and cleaning to uphold high service standards while addressing any deficiencies.Process daily invoices and slips for service usage to ensure accurate billing.Support marketing and sales initiatives as required, meeting assigned sales targets.Achieve objectives related to customer satisfaction surveys.Document and relay customer feedback, requests, suggestions, and complaints to uphold ISO 9001, ISO 10002, and ISO 45001 standards, participating in risk assessment activities relevant to your role.

Jul 16, 2025

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Salix Data Africa Limited

Full-time|On-site|Nairobi

Join our dynamic team at Salix Data Africa Limited as a Client Relationship Associate. In this pivotal role, you will serve as the primary point of contact for our clients, ensuring their needs are met with exceptional service and support. Your proactive approach will help foster strong relationships, enhance customer satisfaction, and drive retention initiatives.

Apr 30, 2026

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Customer Performance Intern

M-KOPA

FullTime|On-site|Nairobi

Join Our Team as a Customer Performance InternAt M-KOPA, we are seeking a motivated Customer Performance Intern to bolster our Mobility Operations team. This role will involve managing customer relationships, overseeing loan repayment processes, and enhancing fleet performance as we expand our e-mobility solutions across African markets.As an intern, you will gain invaluable experience in fintech operations, bridging the gap between mobility and financial inclusion. You will assist in customer outreach, debt collection, and fleet management, empowering thousands of customers to build credit while accessing income-generating assets, all while working alongside seasoned professionals in collections, operations, and customer success.About UsAt M-KOPA, we cultivate a culture where operational excellence is paired with a genuine commitment to customer success. Our team is dedicated to data-driven decision-making and collaborative problem-solving, ensuring that business performance aligns with the dignity of our customers. You will gain hands-on experience in how effective collections, fleet management, and customer performance tracking are vital to achieving business sustainability and advancing financial inclusion in the fintech and e-mobility sectors.Our Mobility division goes beyond mere asset financing; we are focused on fostering economic opportunities through responsible lending and customer support that empowers individuals to thrive.Key ResponsibilitiesMonitor assigned customer accounts and assist in maintaining collections within established limits.Support customer outreach efforts by preparing call lists, drafting communications, and participating in guided outreach to establish repayment schedules.Provide timely information to customers regarding repayment obligations and the consequences of non-payment, under the supervision of senior team members.Assist in tracking customer-related issues affecting loan repayments, such as accidents or insurance claims, by gathering necessary documentation.

Feb 9, 2026

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Business Development Executive

SGS

Contract|On-site|Nairobi

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Aug 25, 2025

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Associate Consultant at Africa Risk Institute | Nairobi

Africa Risk Institute

Contract|On-site|Nairobi

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May 16, 2020

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Senior Data Scientist, Product at Ajua | Nairobi

Ajua

Contract|On-site|Nairobi

Ajua, a pioneering startup with Silicon Valley backing, is revolutionizing the Integrated Customer Experience (#IntegratedCX) landscape in Africa. Our Data Science team plays a crucial role in ensuring that Ajua's product offerings not only address our clients' challenges but also elevate their understanding of customer needs to unprecedented levels. We are on the lookout for a Senior Data Scientist to spearhead the development, deployment, and monitoring of advanced analytics and machine learning solutions within our product suite. This role demands a commitment to scientific rigor and statistical methodologies to tackle the multifaceted challenges associated with creating and enhancing Integrated Customer Experience products.Key Responsibilities:Define business requirements and objectives as clear data science problems.Extract, cleanse, and transform relevant data to address various Integrated Customer Experience challenges for analysis, modeling, and reporting.Develop and implement cutting-edge analytics and machine learning models across the Ajua product stack, directly influencing merchants and enterprise clients.Collaborate with product teams to convert product feature requirements and use cases into experiments, leading the design, development, analysis, and reporting of outcomes that drive customer impact.Pursue continuous improvement of data science skills, focusing on problem-solving, writing efficient and maintainable code, mastering Integrated Customer Experience data, and proactively addressing customer and data-related product challenges.Engage in internal Data Science and broader technology project reviews and participate in community meet-ups.Work collaboratively with engineering, product, and customer success teams, ensuring clear and effective communication across all levels of the organization.

Dec 28, 2020

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