Customer Success Manager

Company Overview

Tana is a dynamic startup headquartered in Nairobi, Kenya, dedicated to transforming the global work landscape. We empower talented young individuals by equipping them with training in technology and data roles and securing them full-time remote employment with employers in North America and Europe.

Role Summary

We are seeking a Customer Success Manager to play a pivotal role in supporting our client partnerships, enhancing satisfaction, and promoting retention. The role requires close collaboration with client stakeholders and internal teams such as Recruitment, Training, and Talent Success. You will be deeply involved in managing client relationships and addressing challenges daily while also driving initiatives to improve our processes and scalability.

Key Responsibilities

• Lead client onboarding by helping clients understand the Tana operating model, translating their needs into actionable briefs for Recruitment and Training, reviewing candidate profiles before interviews, and ensuring talent readiness on Day 1.
• Maintain strong client relationships through regular meetings with client managers, collecting feedback, resolving issues, and ensuring alignment between clients and Talent Success teams.
• Track account health by monitoring client satisfaction, renewal contracts, performance concerns, and retention risks, and proactively resolving potential issues by collaborating with internal teams.
• Drive growth by evaluating partnership impacts with clients, identifying value-adding opportunities, and exploring expansions such as additional teams, roles, or client referrals.
• Contribute to process optimization by standardizing and automating client success workflows, and maintain comprehensive documentation of client feedback, contract renewal status, and key account milestones to ensure proactive management.

Qualifications and Skills

• Minimum of 5 years experience in client-focused roles including Client Success, Account Management, Consulting, B2B Sales, or Project Management with a strong track record of building trusted relationships with senior-level stakeholders.
• Proven experience collaborating with clients located in North America and/or Europe.
• Exceptional communication and teamwork skills for effective interaction with both clients and internal teams.
• Excellent critical thinking and problem-solving ability, especially in complex and high-pressure situations.
• Highly organized and proactive individual capable of juggling multiple priorities in a demanding, fast-paced environment.

Location and Work Arrangement

This position requires a hybrid work schedule based in Nairobi, Kenya, with an expectation of working three days per week from the company office.