Customer Success Lead at Klasha

Klasha is a pioneering tech startup with a mission to revolutionize cross-border commerce for African clients and international businesses looking to sell in Africa. Our focus is on enhancing accessibility to consumer goods and services in Africa. To achieve this, we have developed a comprehensive suite of software tools including KlashaWire, KlashaCargo, Payment Links, and the Klasha App. Our newest offering, KlashaCheckout, allows African consumers to make online and cross-border transactions seamlessly, using their local currencies…

Role Specifications

The brand “Klasha” is searching for a seasoned Customer Success Lead with significant experience in fintech, payment solutions, and our CRM optimization to join our team and contribute to the growth of our exciting payments and logistics business in Africa. . Your expertise will be pivotal in automating processes, developing purpose-built workflows, and understanding customer pain points that can be addressed with robust systems.

The ideal Customer Success Lead will be responsible for driving customer retention, satisfaction, and loyalty through strategic initiatives and ongoing support.

Core Responsibilities

Devise and execute a customer success strategy in alignment with Klasha’s overall business objectives, emphasizing process automation.
Implement tech-driven initiatives for team efficiency.
Lead and oversee a team of customer success managers and support staff, offering technical guidance and training as required.
Create streamlined workflows to reduce manual tasks and enhance response times.
Identify opportunities for new integrations within our CRM system, Intercom, to enhance productivity, customer interactions, and data analytics.
Establish and monitor key performance indicators (KPIs) for the customer success team, including metrics for customer retention, satisfaction, and loyalty.
Collaborate with cross-functional teams (product, sales, marketing) to identify and address customer pain points and needs.
Cultivate and maintain strong relationships with key customers, serving as a trusted advisor and advocate.
Analyze customer data and trends, leveraging tools like SQL and Excel for data extraction and manipulation.
Develop and deliver training programs for the customer success team, ensuring proficiency in technical support for our customers.
Stay current on industry best practices and emerging trends within the field of customer success.

Qualification

5+ years of expertise in leading customer success, ideally within a startup or SaaS setting.
Proven history of constructing and managing high-performing customer success teams, emphasizing process streamlining and automation.
Demonstrated proficiency in maintaining and enhancing CRM systems.
Proficient technical skills, encompassing SQL and data analysis tools like Excel.

Additional Expertise

Exceptional communication and interpersonal abilities, fostering robust relationships with internal and external stakeholders.
Outstanding analytical and issue-solving proficiencies, grounded in data-driven decision-making.
Effective multitasking skills, thriving in a fast-paced, ever-changing environment.
Preferred educational background: Bachelor’s degree in a technical discipline, such as computer science or engineering.

Workplace Incentives

Access to the latest technology for work purposes
Option to purchase company stocks
Private health insurance coverage provided
Support for mental health and subscription to a meditation app
Funds available for French language classes
One-time payment for setting up a home office
Hybrid work model with flexible hours and remote work options
Allowance for fuel and internet expenses while working remotely
Three weeks of remote work allowed each year
Paid day off for birthday celebrations
Organized team-building events
Paid time off for new parents
Budget allocation for professional development and learning.

Additional Details

All eligible candidates meeting the requirements for the mid-senior level front-end engineer job will be evaluated for employment irrespective of their race, religion, gender fluidity, national origin, sexual orientation, gender identity, disability, or veteran status.

Method of Application

Prospective applicants who meet the necessary qualifications are encouraged to access the Klasha application form by clicking on the “APPLY FOR THIS JOB” button.