Customer Success & Retention Lead

Industry Sector: ISP / Telecommunications

Remuneration: Ksh 80,000 (Gross)

Employment Nature: Full-time

Location: Ruiru, Kenya

Strategic Objective

As the Customer Success & Retention Lead, you are the primary guardian of our recurring revenue. Your mission transcends traditional support; you will transform customer experience into a measurable growth engine. By owning the full customer lifecycle, you will identify the root causes of attrition and implement aggressive win-back and retention playbooks. This is an assertive leadership role designed for a professional who can analyze churn patterns, challenge internal technical bottlenecks, and foster a performance-driven culture that prioritizes customer loyalty as a commercial asset.

Key Workstreams

Retention & Revenue Safeguarding

• Develop and execute data-driven retention strategies to systematically reduce churn rates.

• Segment the customer base to prioritize high-value accounts and design proactive intervention models.

• Implement win-back campaigns to re-engage dormant or lost accounts and protect monthly recurring revenue.

• Act as the internal "Voice of the Customer," translating behavioral data into actionable business improvements.

Operational Leadership & Team Excellence

• Oversee all customer service touchpoints, ensuring high-quality resolution of inbound queries and complex escalations.

• Build and coach a high-performing success team, setting clear KPIs focused on outcomes rather than just activities.

• Collaborate with the Technical and Sales departments to resolve recurring service failures and identify upsell opportunities.

• Define and enforce service standards and escalation frameworks to ensure consistent excellence.

Data Intelligence & Process Ownership

• Manage retention dashboards, providing management with real-time insights into customer satisfaction and churn patterns.

• Recommend and influence operational process improvements across the organization to enhance the user journey.

• Monitor CSAT scores and resolution turnaround times, ensuring the team hits critical service benchmarks.

• Identify service gaps and proactively escalate recurring failures to senior management for permanent resolution.

Expertise Profile

The Essentials

• Experience: At least 5 years of leadership experience in Customer Success, Retention, or Service Management.

• Sector Knowledge: Prior experience in the ISP or Telecommunications industry is highly preferred.

• Track Record: Demonstrated ability to significantly improve retention metrics or reduce churn in a fast-paced environment.

Core Competencies

• Analytical Mindset: You are comfortable using data to tell a story and drive strategic decisions.

• Assertive Leadership: You can challenge internal teams and hold stakeholders accountable for service delivery.

• Strategic Execution: You possess the ability to design high-level playbooks and ensure they are executed flawlessly on the ground.

• Resilience: You remain solution-driven and calm when handling high-pressure escalations or service outages.

The Value Proposition

• Impactful Ownership: Move beyond reactive support to own the most critical commercial metric—retention.

• Innovative Culture: Work with an ISP that is continuously investing in new technologies and systems.

• Leadership Influence: Shape the customer success function from the ground up within a growing organization.

Interested candidates are invited to share their profiles for the "Customer Success & Retention Lead" role. Detail your success in churn reduction and team leadership in your application. Apply today.