Head of Customer Success, East Africa

Head of Customer Success – East Africa

Location: Kenya (regional role covering Kenya, Uganda, and beyond)

Zeno is on a mission to accelerate the transition to electric mobility. We are looking for a customer-obsessed leader to own the entire customer experience across East Africa. As Head of Customer Success – East Africa, you will design and scale our service model from onboarding and energy support to long-term engagement, ensuring every rider, fleet, and partner stays charged and loyal to Zeno.

The Role

You will build and lead a regional team managing inbound and outbound communications, field operations, and customer care programmes. This is a hands-on, strategic role for someone who is data-driven, operationally strong, and equally comfortable in the field and the boardroom. You will define the metrics that track satisfaction, retention, and energy usage, turning insights into action that drives growth across Kenya, Uganda, and new markets.

What You’ll Do

• Lead Customer Success Strategy: Develop and execute Zeno’s customer success roadmap across East Africa, aligning with company growth and energy delivery goals.
• Team Leadership: Build and lead high-performing teams across support, operations, and community management to deliver world-class service.
• Customer Engagement: Oversee proactive communication with riders and partners, ensuring education on energy usage, maintenance, and product care.
• NPS and Feedback: Design and monitor customer satisfaction systems (NPS, CSAT, churn metrics), turning insights into actionable improvements.
• Process & Systems: Implement CRM and support platforms to manage inquiries, issue resolution, and customer data tracking.
• Retention & Loyalty: Develop programmes that increase daily energy usage, repeat swaps, and long-term engagement through incentives and Zeno Points.
• Training & Development: Build customer-facing training programmes for onboarding new riders, swap operators, and fleet managers.
• Cross-Functional Collaboration: Partner with Product, Engineering, and Operations teams to close feedback loops and improve performance and reliability.
• Crisis Management: Lead communication during outages or service disruptions, maintaining trust and transparency with customers.
• Regional Oversight: Manage multi-country expansion of support systems, ensuring consistency and cultural relevance across markets.

What You Bring

• 5+ years of experience in customer success, customer experience, or operations leadership (experience in EV, energy, fintech, or mobility sectors is a plus).
• Proven record of scaling customer-facing teams and systems across multiple markets or regions.
• Strong operational background with comfort in data analytics, customer metrics, and CRM tools.
• Exceptional communication and empathy skills, with the ability to translate customer needs into actionable strategies.
• Experience building and leading distributed or field-based teams.
• Strategic mindset paired with a bias for action — equally comfortable in the field or in the boardroom.
• Bachelor's degree in Business, Operations, or a related field (advanced degree preferred).
• Passion for sustainability, mobility, and improving lives through technology.

Benefits

• Competitive salary based on experience.
• Company-sponsored healthcare plan.
• Join a world-class team of engineers, operators, and entrepreneurs from across the globe who are part of the inevitable trillion-dollar transition of two-wheelers to electric!