The Customer Success Manager (CSM) - Kenya owns the end-to-end success, growth, and retention of CarePay’s Kenyan client portfolio. The role is responsible for ensuring clients derive measurable financial, operational, and health impact from the M-TIBA platform while driving sustainable revenue growth for CarePay.
The CSM acts as a trusted advisor to senior client stakeholders, leads complex change initiatives, and ensures deep adoption of CarePay’s full product offering across payers, providers, and members. This is a senior role, positioned above Account Lead, with strategic, commercial, and leadership accountability.
Strategic Account Ownership
- Own overall client success, retention, and growth for assigned Kenyan accounts
- Develop and execute account success plans aligned to client objectives and CarePay strategy
- Lead weekly, monthly, quarterly and annual business reviews using M-TIBA insights
Stakeholder & Ecosystem Management
- Build executive-level relationships with insurers, employers, private and public-sector stakeholders
- Navigate Kenya’s healthcare ecosystem, including providers, regulators and partners
- Coordinate closely with the internal operational teams to ensure effective onboarding and compliance
Revenue Growth & Product Adoption
- Drive account expansion through member growth, scheme expansion, and module adoption
- Lead pilots and scale-ups of new CarePay products relevant to the Kenyan market
- Support clients in unlocking new segments (SMEs, informal sector, retail micro products)
Service Delivery & Operational Excellence
- Ensure high-quality service delivery in line with SLAs and TATs
- Oversee scheme setup, benefit configuration, and member lifecycle accuracy
- Proactively identify and resolve operational risks (off M-TIBA usage, leakages, provider friction)
Client Health, Impact & Change Management
- Own client health metrics including NPS, adoption, operational performance, and savings
- Lead complex change initiatives from legacy systems to digital-first workflows
- Act as escalation owner for high-impact client issues
Leadership & Internal Collaboration
- Provide functional leadership and coaching to Account Leads, Analysts, and Support staff
- Collaborate with Product, Tech, Operations, Finance, and Provider teams
- Feed Kenyan market insights into product and process improvements
Experience & Skills
- 7–10 years’ experience in customer success, account management, insurance, fintech, or healthcare
- Proven experience managing complex Kenyan healthcare clients
- Strong commercial, analytical and stakeholder management skills
- Deep understanding of Kenya’s healthcare and insurance landscape
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