Require a Customer Success Manager in Nairobi, Kenya

• Line-manage our Customer Success Executives set priorities allocate accounts and hold regular one-to-ones
  
• Run documented quarterly performance reviews with every team member
  
• Onboard new joiners to the point where they can own accounts independently
  
• Raise performance concerns early fairly and in writing
  

Own the portfolio

• Hold overall accountability for retention satisfaction and growth across every account the team touches
  
• Act as the escalation point for complaints and at-risk relationships
  
• Build account plans for our major clients and find the repeat upsell and cross-sell opportunities
  
• Hold the senior relationship with key corporate government NGO and multilateral clients
  

Protect delivery quality

• Make sure programmes are delivered to standard and that logistical failures are rare and reviewed
  
• Turn participant feedback into real changes in how we scope and deliver
  

• At least 5 years in client relations account management or customer success including 2 years line-managing a team
  
• A track record of holding and growing a portfolio of corporate government or donor-funded accounts
  
• Experience running structured performance reviews and the judgement to have a difficult conversation early rather than late
  
• Strong written English and the presence to hold a senior client relationship without supervision
  
• Comfortable working from CRM data rather than impression