Customer Success Lead – Q-SYS
2025-06-12T20:17:30+00:00
Riana Group
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8373/logo/riana.jpeg
https://www.riana.co/
FULL_TIME
Kenya
Nairobi
00100
Kenya
Science, Technology, Engineering, and Mathematics
Customer Service
2025-06-15T17:00:00+00:00
Kenya
8
RIANA Group is a leading technology solutions provider based in Nairobi, Kenya. We bring innovative solutions that are designed to simplify, streamline and strengthen businesses.
The Customer Success Lead is responsible for ensuring clients realize the full value of the company’s solutions post-implementation. This role bridges the gap between technical delivery and client experience, focusing on long-term satisfaction, retention, and account growth.
Key Responsibilities
Client Onboarding & Adoption
- Oversee and coordinate the client onboarding process to ensure a smooth transition from implementation to active use.
- Develop and execute tailored adoption plans to ensure clients are fully utilizing the system’s capabilities.
- Conduct onboarding sessions and ensure training is delivered effectively in collaboration with the training team.
Client Relationship Management
- Serve as the primary post-implementation contact for clients, ensuring their needs are met and expectations exceeded.
- Build strong, trust-based relationships with key client stakeholders.
- Conduct regular check-ins and business reviews to assess satisfaction and identify opportunities for improvement.
Issue Resolution & Support Coordination
- Act as the escalation point for client issues, ensuring swift resolution in collaboration with the support and technical teams.
- Monitor support trends and proactively address recurring issues or pain points.
- Ensure SLAs are met and client concerns are documented and resolved efficiently.
Retention & Growth
- Monitor client health metrics and proactively address risks of churn.
- Identify upsell and cross-sell opportunities in collaboration with Key Account Managers.
- Contribute to renewal strategies and support commercial teams in contract extensions.
Cross-Functional Collaboration
- Work closely with internal teams (Support, Technical, Product, Sales) to ensure a unified and consistent client experience.
- Provide client feedback to the product and development teams to inform roadmap decisions.
- Participate in internal planning and strategy sessions to align customer success goals with business objectives.
Education and Experience
- Bachelor’s degree in Information Technology, Business or related field.
- 3+ years of experience in customer success, account management, or client-facing roles in a tech-driven environment.
- Strong understanding of customer lifecycle management and SaaS/technical solution delivery.
- Excellent interpersonal, communication, and problem-solving skills. Be a natural forward planner, credible and comfortable dealing with company executives.
- Ability to manage multiple client accounts and priorities simultaneously.
- Proficiency in CRM tools and customer success platforms.
- Empathetic, proactive, and results-driven mindset.
- Strong organizational Skills.
- Excellent organizational and presentation skills and ability to work well with teams.
- Integrity, hard work ethic, confident and a good business sense.
- Ability to deal with a rapid paced / multi-tasking environment.
Client Onboarding & Adoption Oversee and coordinate the client onboarding process to ensure a smooth transition from implementation to active use. Develop and execute tailored adoption plans to ensure clients are fully utilizing the system’s capabilities. Conduct onboarding sessions and ensure training is delivered effectively in collaboration with the training team. Client Relationship Management Serve as the primary post-implementation contact for clients, ensuring their needs are met and expectations exceeded. Build strong, trust-based relationships with key client stakeholders. Conduct regular check-ins and business reviews to assess satisfaction and identify opportunities for improvement. Issue Resolution & Support Coordination Act as the escalation point for client issues, ensuring swift resolution in collaboration with the support and technical teams. Monitor support trends and proactively address recurring issues or pain points. Ensure SLAs are met and client concerns are documented and resolved efficiently. Retention & Growth Monitor client health metrics and proactively address risks of churn. Identify upsell and cross-sell opportunities in collaboration with Key Account Managers. Contribute to renewal strategies and support commercial teams in contract extensions. Cross-Functional Collaboration Work closely with internal teams (Support, Technical, Product, Sales) to ensure a unified and consistent client experience. Provide client feedback to the product and development teams to inform roadmap decisions. Participate in internal planning and strategy sessions to align customer success goals with business objectives.
Bachelor’s degree in Information Technology, Business or related field. 3+ years of experience in customer success, account management, or client-facing roles in a tech-driven environment. Strong understanding of customer lifecycle management and SaaS/technical solution delivery. Excellent interpersonal, communication, and problem-solving skills. Be a natural forward planner, credible and comfortable dealing with company executives. Ability to manage multiple client accounts and priorities simultaneously. Proficiency in CRM tools and customer success platforms. Empathetic, proactive, and results-driven mindset. Strong organizational Skills. Excellent organizational and presentation skills and ability to work well with teams. Integrity, hard work ethic, confident and a good business sense. Ability to deal with a rapid paced / multi-tasking environment.
JOB-684b35da570e3
Vacancy title:
Customer Success Lead – Q-SYS
[Type: FULL_TIME, Industry: Science, Technology, Engineering, and Mathematics, Category: Customer Service]
Jobs at:
Riana Group
Deadline of this Job:
Sunday, June 15 2025
Duty Station:
Kenya | Nairobi | Kenya
Summary
Date Posted: Thursday, June 12 2025, Base Salary: Not Disclosed
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JOB DETAILS:
RIANA Group is a leading technology solutions provider based in Nairobi, Kenya. We bring innovative solutions that are designed to simplify, streamline and strengthen businesses.
The Customer Success Lead is responsible for ensuring clients realize the full value of the company’s solutions post-implementation. This role bridges the gap between technical delivery and client experience, focusing on long-term satisfaction, retention, and account growth.
Key Responsibilities
Client Onboarding & Adoption
- Oversee and coordinate the client onboarding process to ensure a smooth transition from implementation to active use.
- Develop and execute tailored adoption plans to ensure clients are fully utilizing the system’s capabilities.
- Conduct onboarding sessions and ensure training is delivered effectively in collaboration with the training team.
Client Relationship Management
- Serve as the primary post-implementation contact for clients, ensuring their needs are met and expectations exceeded.
- Build strong, trust-based relationships with key client stakeholders.
- Conduct regular check-ins and business reviews to assess satisfaction and identify opportunities for improvement.
Issue Resolution & Support Coordination
- Act as the escalation point for client issues, ensuring swift resolution in collaboration with the support and technical teams.
- Monitor support trends and proactively address recurring issues or pain points.
- Ensure SLAs are met and client concerns are documented and resolved efficiently.
Retention & Growth
- Monitor client health metrics and proactively address risks of churn.
- Identify upsell and cross-sell opportunities in collaboration with Key Account Managers.
- Contribute to renewal strategies and support commercial teams in contract extensions.
Cross-Functional Collaboration
- Work closely with internal teams (Support, Technical, Product, Sales) to ensure a unified and consistent client experience.
- Provide client feedback to the product and development teams to inform roadmap decisions.
- Participate in internal planning and strategy sessions to align customer success goals with business objectives.
Education and Experience
- Bachelor’s degree in Information Technology, Business or related field.
- 3+ years of experience in customer success, account management, or client-facing roles in a tech-driven environment.
- Strong understanding of customer lifecycle management and SaaS/technical solution delivery.
- Excellent interpersonal, communication, and problem-solving skills. Be a natural forward planner, credible and comfortable dealing with company executives.
- Ability to manage multiple client accounts and priorities simultaneously.
- Proficiency in CRM tools and customer success platforms.
- Empathetic, proactive, and results-driven mindset.
- Strong organizational Skills.
- Excellent organizational and presentation skills and ability to work well with teams.
- Integrity, hard work ethic, confident and a good business sense.
- Ability to deal with a rapid paced / multi-tasking environment.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
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