Savannah Informatics - Client Success Analyst

Role Overview

As a Client Success Analyst, you will guide a portfolio of healthcare organisations through onboarding, staff training, day-to-day product use, and renewal planning. By helping clients connect Savannah’s technology to their operational goals, you will strengthen adoption, resolve challenges, and bring practical client insights back to the teams shaping the products.

Key Responsibilities

• Manage ongoing relationships with assigned healthcare clients, acting as their primary contact for product questions and account support.
• Learn how each client uses Savannah’s solutions, clarify their objectives, and create success plans linked to meaningful outcomes.
• Coordinate onboarding and encourage effective product use through user training, webinars, written guides, FAQs, and updates about product changes.
• Visit client sites, maintain timely CRM records, and lead account reviews with client decision-makers to assess adoption, results, and future needs.
• Track engagement and satisfaction, identify accounts that may be at risk, and coordinate actions to improve retention and support renewals.
• Raise client issues with Support, Engineering, Product, or other relevant teams; monitor progress and keep clients informed through resolution.
• Recognise opportunities to extend client value and refer them to the commercial and sales teams; help coordinate contract renewals and capture client stories or testimonials.
• Share client feedback and recurring themes across internal teams, and work with colleagues to improve product capabilities, client operations, and service delivery.
• Monitor customer success measures such as satisfaction, retention, and renewal rates, and report trends to internal stakeholders.
• Handle client and patient information in line with company policies and applicable Kenyan data protection and digital health requirements; participate in out-of-hours support when needed.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Healthcare Management, or a related discipline.
• One to two years of experience in customer success, account management, or client support; experience in healthcare or technology is advantageous.
• Evidence of building productive client relationships and providing dependable service.
• Knowledge of Kenya’s healthcare technology environment; familiarity with EMR or HMIS platforms is a plus.
• Clear communication skills, including the ability to train system users, build trust with varied stakeholders, and present to senior leaders.
• Commercial awareness to identify ways clients could gain further value and involve the sales team at the right time.
• Confidence learning complex software and using CRM tools, alongside the ability to interpret data, identify patterns, and recommend action.
• Understanding of healthcare data privacy; familiarity with Kenya’s Data Protection Act is an advantage.
• Strong organisation, initiative, and composure when managing expectations or competing client needs.
• Willingness to travel to client locations and provide out-of-hours support when required.

What We Offer / Why Join

• Work connected to a mission in the healthcare sector.
• Opportunities to contribute to healthcare organisations’ use of technology.
• Growth opportunities.
• Health and medical insurance.