Client Success Manager
Safiri Mobility · Industrial Area · Full-time
About the role
Safiri Mobility runs a dispatch and tracking platform used by independent fleet operators moving goods around Nairobi. Around 40 operators rely on the platform daily, and each one has a small team of drivers and dispatchers who need help at the worst possible moment.
This role is the human side of the platform. You will onboard new operators, train their dispatchers, and stay close enough to notice a problem before it becomes a lost account. Expect a mix of phone calls, screen-share sessions, site visits in the Industrial Area and written follow-ups.
The team is seven people and reports to the Head of Operations. We are looking for someone patient on a bad day and organised enough to keep thirty conversations straight without dropping any.
What you'll do
- Onboard new fleet operators and configure their accounts and routes
- Train dispatchers and drivers on the platform, in person and over the phone
- Track account health and follow up when usage drops unexpectedly
- Escalate recurring product issues with clear reproduction notes
- Maintain the help centre articles and onboarding checklists
What we're looking for
- 2 or more years in customer success, account management or support
- Comfortable explaining software to people who do not use it every day
- Strong spoken and written English, plus working Swahili
- Able to visit client sites in Industrial Area and nearby depots
- Organised follow-through across many small open items
What's on offer
- Medical cover for you and one dependent
- Airtime and transport allowance for client visits
- Clear path to senior account ownership within 18 months
- 23 days of annual leave plus public holidays
Client Success Manager
Industrial Area