Responsibilities

• Lead onboarding sessions, product walkthroughs, and API integration support tailored to each customer’s needs.
• Conduct periodic business reviews and health checks to ensure customers are on track to meet their goals.
• Build and deliver usage reports, insights, and recommendations that demonstrate business impact.
• Collaborate with technical teams to support API implementation, resolve technical queries, and improve time-to-value.
• Create and maintain customer success documentation, playbooks, and support materials.
• Develop strategies to increase customer engagement and API consumption, identify opportunities for scaled Customer Value by delivering incremental Chenosis Platform capabilities
• Handle escalations with empathy and urgency, ensuring timely resolution and customer satisfaction.
• Act as a voice of the customer within Chenosis, sharing learnings with product and marketing teams.

Qualifications

Education:

• 3 year Bachelor’s degree in Business Administration, Communications, Computer Science, or a related field.
• Certification in Customer Success (e.g., Success HACKER, Success Coaching CCSM) is a plus.
• Postgraduate advantageous

Experience:

• 3–5 years of experience in Customer Success, Account Management, or Client Services, preferably in a B2B, SaaS, or API-driven environment.
• A passion for Customer Value – a commitment to delivering tangible value to others
• A track record of managing customer relationships, driving product adoption, and increasing retention.
• Strong analytical skills and the ability to interpret API usage data and customer behaviour.
• Excellent communication and interpersonal skills and capable of building trust with both technical and non-technical stakeholders.
• Comfortable managing a customer portfolio with varying levels of complexity and scale.
• Experience working with CRM and customer success platforms (e.g., HubSpot, Salesforce, Gainsight).
• Ability to manage competing priorities, multitask, and work effectively under pressure.
• Ability to travel as needed.
• Knowledge of customer success methodologies and lifecycle frameworks (e.g., Success Plans, QBRs).
• Experience with enterprise-level customer accounts and complex API integrations.
• Ability to thrive in a fast-paced, agile startup environment.

Competencies:

• Culturally agile – Ability to work across multiple African regions with sensitivity to language, business customs, and market maturity.
• Self-starter – Comfortable working independently in a fast-paced, remote-friendly SaaS environment.
• Strong communicator – Able to align diverse stakeholders and translate complex ideas into clear business value.
• Customer-centric mindset – Always thinking in terms of buyer needs, behaviors, and pain points.
• Collaborative team player – Enjoys cross-functional teamwork and shared ownership of goals.
• Adaptable & agile – Thrives on feedback, iteration, and change in a scale-up environment.

Posting Date 01/16/2026, 09:01 AM