Customer Success Lead

• Customer Success: Owning a defined portfolio of Learn.ink mid-tier/enterprise customers in East Africa, ensuring their health, driving platform adoption, and identifying opportunities for increased value
• Building on and co-creating playbooks and systems
• Project Delivery: Managing a high-impact initiative, including the oversight of two strategic customer pilots to use newly developed AI features on the Learn.ink platform to support the continuous training of their agent networks
• Customer Success Management: Own the success and health of a dedicated portfolio of mid-tier/enterprise customers
• Conduct regular customer check-ins to review progress and gather feedback
• Monitor customer health, usage, and engagement metrics
• Learn, apply, and refine existing onboarding and success playbooks
• Collaborate closely with the Support and Product teams
• Identify opportunities for value expansion
• Project Management: Act as the primary project manager and day-to-day owner for a key strategic initiative
• Coordinate effectively across internal teams, partner organizations, and external stakeholders
• Manage project timelines, track milestones
• Conduct hands-on workshops and field research with partners as part of project delivery, with travel required in Kenya

• 5+ years of experience in a role focused on problem-solving, customer success, and/or project management, preferably in a technology-related environment/sector
• High autonomy and outcome-driven
• Analytical problem solving
• Strong project management skills with the ability to manage multiple workstreams and stakeholders
• Strong technical skills, including data analysis and ease with learning new tech platforms, including new AI tools on Learn.ink platform
• Strong communication skills: skilled in speaking, writing, presenting, and negotiating across multiple stakeholders
• Enthusiasm for fast-paced environments
• Comfortable with ambiguity and building systems from scratch
• Desire to work in a small, high-performing, remote-first team

Experience in tech startups or early-stage Software-as-a-Service (SaaS) companies

• Work closely with the co-founders and a highly product-focused SaaS team
• Support an award-winning digital training platform
• Collaborate with leading enterprises across African markets and sectors
• Take on a role with significant ownership and visible impact on the company's mission
• Directly contribute to delivering high-quality, impactful training to early-stage smartphone and lower-income users across Africa to support livelihoods