Customer Success Lead

Kenya, Hybrid

Job TypeFull time

About tappi

tappi digitizes small businesses across Africa. tappi is the end-to-end SaaS for SMEs across Africa, solving the problem of visibility and credibility for small businesses. tappi innovated in delivering SaaS and enterprise-grade tools to SMEs in Africa for as low as $2/month, bringing SMEs online and building a payment platform for SMEs to access and pay for Ads online with mobile airtime. tappi has partnered and deeply integrated with some of the largest mobile operators and banks in Africa, giving them an addressable market of over 100M SMEs, including anyone with a ‘side hustle’. tappi is focused on the over $20B SME market across Africa.


Job Purpose

As the Customer Success Lead, you’re expected to be passionate about driving customer success and thriving in a dynamic environment. You will Strongly manage the customer base of tappi in Kenya by providing onboarding and training. You will be responsible for maintaining close ties with merchants to grow the relationship, supporting other units' programs and activities, creating long-term, trusting relationships with our customers, overseeing a portfolio of assigned customers, developing new business from existing clients, and actively seeking new sales opportunities.


Job Responsibilities


  • Lead the onboarding process for new customers, ensuring a seamless and positive experience.
  • Collaborate with cross-functional teams to drive customer adoption of tappi's SaaS solutions and tools.
  • Develop and implement strategies to proactively engage customers, understanding their unique needs and challenges.
  • Foster strong relationships with customers through regular check-ins, feedback sessions, and value-driven interactions.
  • Act as a primary point of contact for customer inquiries, issues, and escalations, ensuring timely and effective resolution.
  • Collaborate with the technical support team to address and resolve customer concerns promptly.
  • Conduct product training sessions for customers to maximize their utilization of tappi's SaaS solutions.
  • Stay informed about product updates and features, providing customers with relevant information to enhance their experience.
  • Identify and nurture customer advocates who can share success stories and contribute to tappi's reputation in the market.
  • Work closely with marketing to capture and showcase customer testimonials and case studies.
  • Develop and implement retention strategies to ensure long-term customer satisfaction and loyalty.
  • Identify opportunities for upselling or cross-selling additional tappi services based on customer needs.
  • Utilize customer data and feedback to generate insights for product improvements and enhancements.
  • Prepare regular reports on customer success metrics, contributing to the overall understanding of customer satisfaction.


Job Requirements


  • Fluency in English (written & spoken) is necessary 
  • Working in a dynamic startup environment is a plus 
  • BSc degree in Business Administration, Marketing, or any  Business related field 
  • Strong sales and business development acumen with a record of outstanding delivery 
  • At least 5+ years experience in a Commercial management position 
  • Experience working in financial services, telecommunication, and tech industries is an added advantage 
  • Innovative, entrepreneur and startup hustle experience
  • C-Suite level engagement and Customer Experience thought leadership
  • Business Communication, leadership, and project management experience
  • Grasp of the use of data within business and Customer Experience concepts 
  • Excellent influencing, networking, and relationship-building track record
  • Excellent written and verbal communication track record
  • Program  management experience is a plus 
  • Exposure to a multicultural work environment 
  • Passion for developing Africa 
  • Experience living overseas for an extended period is a plus 
  • Exceptionally well-organized and driven by success 
  • Ability to thrive in high-pressure situations 
  • Outstanding negotiating track record 
  • Analytical thinker with superior problem-solving experience
  • A natural leader who inspires and motivates those around them


To apply, please submit your resume, and a cover letter outlining your experience and enthusiasm for contributing to tappi's mission to [email protected]

tappi is an equal-opportunity employer. We encourage diversity and welcome applications from candidates of all backgrounds.