Savannah Informatics is a Kenyan e-Health software company founded by clinicians and finance specialists to deliver interoperable, connected solutions for healthcare facilities, organizations and regions. Our vision is to enable a better healthcare future for Kenya through pioneering use of information technology and knowledge creation.

As a Client Success Analyst, you’ll be the main point of contact for a portfolio of healthcare clients. You’ll onboard them, train their teams, and make sure they get real value from Savannah’s solutions, from the first day through renewal.

This role requires excellent communication, a genuine passion for healthcare technology, and the judgment to know when a client needs support, when an issue needs escalating, and when there’s an opportunity worth passing to our commercial and sales team. You’ll be the voice of the client inside Savannah and help shape how our products grow.

What you’ll do

• Own relationships with your assigned clients; provide ongoing support and first-line account management
• Become a trusted expert in Savannah’s products and how clients use them in their day-to-day work
• Understand each client’s goals and build success plans that tie Savannah’s solutions to measurable outcomes
• Onboard new clients and drive adoption through training sessions, webinars, guides, and FAQs; keep clients informed about product updates and support them through changes to their workflows
• Visit clients regularly and keep accurate records of interactions, visits, and training plans in our CRM
• Run regular account reviews with client leadership to review adoption, value delivered, and upcoming priorities
• Escalate client issues to the relevant internal teams, such as Support, Engineering, or Product, and follow them through to resolution
• Monitor client satisfaction and engagement; spot at-risk clients early and develop strategies and retention initiatives to keep them
• Identify and refer potential sales opportunities to our sales and commercial team, and work with them to ensure timely contract renewals
• Champion client success stories and testimonials that show the value of Savannah’s solutions
• Be the voice of the client inside Savannah; gather feedback, identify trends, and share insights with the Commercial, Marketing, Product, and Support teams
• Collaborate with management, developers, business analysts, and relationship managers to plan, design, develop, test, and maintain solutions that deliver value to clients
• Work with engineering and operations to standardize, scale, and enhance our products based on client feedback
• Conduct systems analysis to find ways to improve client operations and efficiency, and make recommendations to management on technology and relationship management
• Track customer success metrics such as retention, satisfaction, and renewal rates, and report on trends to internal stakeholders
• Handle client and patient data responsibly, in line with Savannah’s policies and Kenya’s data protection and digital health regulations
• Join out-of-hours support when clients need us

You may be a fit if

• You have a Bachelor’s degree in Business Administration, Information Technology, Healthcare Management, or a related field
• You have 1–2 years of experience in account management, customer success, or client support, ideally in healthcare or technology
• You have a track record of building strong client relationships and delivering exceptional service
• You know Kenya’s healthcare technology landscape; experience with EMR/HMIS systems, is a plus
• You’re a strong communicator who builds trust with different stakeholders, and you’re confident both training system users and presenting to senior leadership
• You have good commercial instincts; you can spot when a client could get more value from Savannah and know when to bring in the sales and commercial team
• You pick up complex software quickly and are comfortable working with CRM tools
• You’re analytical; you can read data, spot trends, and turn them into action
• You understand the importance of data privacy in healthcare, and familiarity with Kenya’s Data Protection Act is a plus
• You’re organized, proactive, and calm when managing client expectations under pressure
• You’re comfortable travelling to client sites and available for out-of-hours support when needed

What we offer

• Great mission and company culture
• Impactful work across the Healthcare sector
• Growth Opportunities
• Health and Medical Insurance

• Own relationships with your assigned clients; provide ongoing support and first-line account management
• Become a trusted expert in Savannah’s products and how clients use them in their day-to-day work
• Understand each client’s goals and build success plans that tie Savannah’s solutions to measurable outcomes
• Onboard new clients and drive adoption through training sessions, webinars, guides, and FAQs; keep clients informed about product updates and support them through changes to their workflows
• Visit clients regularly and keep accurate records of interactions, visits, and training plans in our CRM
• Run regular account reviews with client leadership to review adoption, value delivered, and upcoming priorities
• Escalate client issues to the relevant internal teams, such as Support, Engineering, or Product, and follow them through to resolution
• Monitor client satisfaction and engagement; spot at-risk clients early and develop strategies and retention initiatives to keep them
• Identify and refer potential sales opportunities to our sales and commercial team, and work with them to ensure timely contract renewals
• Champion client success stories and testimonials that show the value of Savannah’s solutions
• Be the voice of the client inside Savannah; gather feedback, identify trends, and share insights with the Commercial, Marketing, Product, and Support teams
• Collaborate with management, developers, business analysts, and relationship managers to plan, design, develop, test, and maintain solutions that deliver value to clients
• Work with engineering and operations to standardize, scale, and enhance our products based on client feedback
• Conduct systems analysis to find ways to improve client operations and efficiency, and make recommendations to management on technology and relationship management
• Track customer success metrics such as retention, satisfaction, and renewal rates, and report on trends to internal stakeholders
• Handle client and patient data responsibly, in line with Savannah’s policies and Kenya’s data protection and digital health regulations
• Join out-of-hours support when clients need us

• Excellent communication
• Passion for healthcare technology
• Client relationship building
• Exceptional service delivery
• Knowledge of Kenya's healthcare technology landscape
• Experience with EMR/HMIS systems (plus)
• Strong communicator
• Trust building
• Training system users
• Presenting to senior leadership
• Good commercial instincts
• Quick learner of complex software
• Comfortable working with CRM tools
• Analytical skills
• Data interpretation
• Trend spotting
• Understanding of data privacy in healthcare
• Familiarity with Kenya’s Data Protection Act (plus)
• Organized
• Proactive
• Calm under pressure
• Comfortable travelling to client sites
• Available for out-of-hours support

• Bachelor’s degree in Business Administration, Information Technology, Healthcare Management, or a related field
• 1–2 years of experience in account management, customer success, or client support, ideally in healthcare or technology
• Track record of building strong client relationships and delivering exceptional service
• Knowledge of Kenya’s healthcare technology landscape
• Experience with EMR/HMIS systems is a plus
• Strong communication skills
• Ability to build trust with different stakeholders
• Confidence in training system users and presenting to senior leadership
• Good commercial instincts
• Ability to pick up complex software quickly
• Comfortable working with CRM tools
• Analytical skills
• Understanding of data privacy in healthcare
• Familiarity with Kenya’s Data Protection Act is a plus
• Organized, proactive, and calm when managing client expectations under pressure
• Comfortable travelling to client sites
• Available for out-of-hours support when needed