About the Role

The Director of Customer Success owns the full customer experience in a fast-scaling, affordable housing and construction environment. This role exists to ensure that every customer receives a high-quality floor and plaster product, delivered with care, integrity, and consistency, and that customers are fully set up for long-term success. This is not a passive service role. It is a senior leadership position with clear authority to protect the customer, the product, and the brand. The Director of Customer Success is accountable for quality as experienced by the customer, truthful and complete sales communication, customer education, and decisive resolution of issues. Where standards are not met by the operations team, this role has the mandate to intervene, escalate, and stop activity until issues are corrected. This role will also ensure we have the right processes and procedures to serve our customers, mason and Customer Sales Officers by identifying their challenges based on both qualitative and quantitative data to prioritize solutions that ensure their success

Strategic Mandate

In our context as EarthEnable, our customers are making significant, often once-in-a-lifetime investments. Failure is not an option. This role ensures:

• Customers get exactly what they were promised — no gaps, no surprises.
• Quality issues are identified early and eliminated at source.
• Sales growth never comes at the expense of customer trust.
• The organization scales without compromising care, quality, or credibility.

Read>>>Want to Nail Your Next Job Interview? 3 Ways to Prove You’re the Best Hire

Key Responsibilities

Customer Experience Ownership

• Define the end-to-end customer journey from first sales engagement through delivery, installation, and post-build support.
• Set and enforce clear customer experience standards across all touchpoints.
• Ensure customers are treated with dignity, transparency, and urgency at all times.
• Enforce internal authority on what constitutes an acceptable customer experience.

Product Quality & Field Excellence

• Own customer-facing quality standards for floors and plasters across all markets.
• Work directly with production, construction and sales teams, and quality control to prevent defects, rework, and failures.
• Lead root-cause analysis on quality issues and ensure corrective and preventive actions are implemented and sustained.
• Track quality trends by region, product, and team, and drive targeted improvements.

Sales Integrity & Customer Readiness

• Partner with Sales and territory leadership to ensure customers receive accurate, honest, and complete information before purchase.
• Ensure no product is sold without customers understanding usage limitations, construction materials requirements, construction timelines and maintenance responsibilities.
• Approve and enforce sales scripts, materials, and disclosures.
• Exercise stop-sales authority where sales practices, messaging, or product readiness risk customer outcomes.

Customer Education & Empowerment

• Ensure every customer is properly educated on floor and plaster care, maintenance, and expected performance by working with territory heads
• Standardise and continuously improve customer education materials (guides, site handovers, FAQs, aftercare instructions).
• Reduce avoidable complaints by ensuring customers know how to protect and maintain their investment.

Customer Support & Resolution

• Own customer support operations, SLAs, and escalation paths.
• Ensure all customer queries and complaints are resolved quickly, transparently, and permanently as per the defined SLAs
• Personally handle high-risk, reputational, or repeat escalations.
• Ensure learnings from complaints feed back into sales, production, and delivery processes.

Authority, Governance & Accountability

• Hold clear authority to pause deliveries, installations, or sales where quality or customer readiness standards are not met.
• Escalate systemic risks directly to executive leadership with clear recommendations.
• Define non-negotiable customer success metrics and enforce accountability across functions.

Scale, Systems & Continuous Improvement

• Design scalable customer success processes suitable for multi-country African operations.
• Implement systems to track customer interactions, quality issues, resolutions, and trends.
• Use data and field insights to continuously improve efficiency, quality, and customer outcomes.

Leadership & Culture

• Build and lead a disciplined, customer-obsessed Customer Success organisation.
• Set clear expectations, KPIs, and consequences for underperformance.
• Develop leaders and teams who balance empathy with high standards.
• Embed a culture where quality, ownership, and customer trust are non-negotiable

Required Qualifications & Experience

• Bachelor’s degree in Business, Operations, Engineering, or a related field (Master’s preferred).
• 8–12 years of progressive leadership experience in customer success, operations, quality, or service delivery.
• Experience operating in African or emerging-market environments, preferably in housing, construction, manufacturing, or infrastructure.
• Proven ability to lead cross-functional teams and influence without ambiguity.
• Data analysis; ability to analyse and interpret operational and people data to drive decisions, accountability, and continuous improvement.is required for this role.
• Demonstrated track record of scaling operations while improving quality.

• Define the end-to-end customer journey from first sales engagement through delivery, installation, and post-build support.
• Set and enforce clear customer experience standards across all touchpoints.
• Ensure customers are treated with dignity, transparency, and urgency at all times.
• Enforce internal authority on what constitutes an acceptable customer experience.
• Own customer-facing quality standards for floors and plasters across all markets.
• Work directly with production, construction and sales teams, and quality control to prevent defects, rework, and failures.
• Lead root-cause analysis on quality issues and ensure corrective and preventive actions are implemented and sustained.
• Track quality trends by region, product, and team, and drive targeted improvements.
• Partner with Sales and territory leadership to ensure customers receive accurate, honest, and complete information before purchase.
• Ensure no product is sold without customers understanding usage limitations, construction materials requirements, construction timelines and maintenance responsibilities.
• Approve and enforce sales scripts, materials, and disclosures.
• Exercise stop-sales authority where sales practices, messaging, or product readiness risk customer outcomes.
• Ensure every customer is properly educated on floor and plaster care, maintenance, and expected performance by working with territory heads
• Standardise and continuously improve customer education materials (guides, site handovers, FAQs, aftercare instructions).
• Reduce avoidable complaints by ensuring customers know how to protect and maintain their investment.
• Own customer support operations, SLAs, and escalation paths.
• Ensure all customer queries and complaints are resolved quickly, transparently, and permanently as per the defined SLAs
• Personally handle high-risk, reputational, or repeat escalations.
• Ensure learnings from complaints feed back into sales, production, and delivery processes.
• Hold clear authority to pause deliveries, installations, or sales where quality or customer readiness standards are not met.
• Escalate systemic risks directly to executive leadership with clear recommendations.
• Define non-negotiable customer success metrics and enforce accountability across functions.
• Design scalable customer success processes suitable for multi-country African operations.
• Implement systems to track customer interactions, quality issues, resolutions, and trends.
• Use data and field insights to continuously improve efficiency, quality, and customer outcomes.
• Build and lead a disciplined, customer-obsessed Customer Success organisation.
• Set clear expectations, KPIs, and consequences for underperformance.
• Develop leaders and teams who balance empathy with high standards.
• Embed a culture where quality, ownership, and customer trust are non-negotiable

• Data analysis; ability to analyse and interpret operational and people data to drive decisions, accountability, and continuous improvement.

• Bachelor’s degree in Business, Operations, Engineering, or a related field (Master’s preferred).
• 8–12 years of progressive leadership experience in customer success, operations, quality, or service delivery.
• Experience operating in African or emerging-market environments, preferably in housing, construction, manufacturing, or infrastructure.
• Proven ability to lead cross-functional teams and influence without ambiguity.
• Data analysis; ability to analyse and interpret operational and people data to drive decisions, accountability, and continuous improvement.is required for this role.
• Demonstrated track record of scaling operations while improving quality.