Customer Success Manager at Trainingcred Institute

The role

• As Customer Success Manager you will own our client portfolio and lead the team that services it. You will be accountable for whether our clients stay, whether they come back, and whether they tell other people about us.
• This is a hands-on leadership role. You will carry senior relationships yourself, step in when an account is at risk, and at the same time build a team that handles most of it without you.

What you will do

Lead the team

• Line-manage our Customer Success Executives — set priorities, allocate accounts, and hold regular one-to-ones
• Run documented quarterly performance reviews with every team member
• Onboard new joiners to the point where they can own accounts independently
• Raise performance concerns early, fairly, and in writing

Own the portfolio

• Hold overall accountability for retention, satisfaction and growth across every account the team touches
• Act as the escalation point for complaints and at-risk relationships
• Build account plans for our major clients and find the repeat, upsell and cross-sell opportunities
• Hold the senior relationship with key corporate, government, NGO and multilateral clients

Protect delivery quality

• Make sure programmes are delivered to standard and that logistical failures are rare and reviewed
• Turn participant feedback into real changes in how we scope and deliver

What we are looking for

Essential

• At least 5 years in client relations, account management or customer success, including 2+ years line-managing a team
• A track record of holding and growing a portfolio of corporate, government or donor-funded accounts
• Experience running structured performance reviews — and the judgement to have a difficult conversation early rather than late
• Strong written English, and the presence to hold a senior client relationship without supervision
• Comfortable working from CRM data rather than impression

Desirable

• Background in professional training, consultancy or a comparable service business
• Familiarity with public procurement or donor-funded contracting in East Africa
• Degree in business, communications or a related discipline