Open Roles at Tana

Responsibilities:

• Curriculum development and instructional design: Design, develop and continuously improve entry-, intermediate- and senior-level tech and non-tech curricula across areas such as QA, data, software engineering, project management, customer support, and other roles, applying instructional design and adult learning principles.
• Training delivery & facilitation: Deliver engaging live, blended and self-paced technical and professional training, adapting content to different learner needs and creating practical, learner-centred learning experiences.
• Learning needs analysis & coaching: Identify individual and team capability gaps using assessments, stakeholder feedback and client requirements, then provide targeted coaching and tailored upskilling plans to improve learner performance and workplace readiness.
• Training operations & programme management: Plan, coordinate and deliver training programmes, managing timelines, stakeholders and resources while continuously improving processes and programme quality.
• Team leadership & development: Coach and lead junior trainers by setting clear expectations, assigning responsibilities, providing regular feedback and guidance, and effectively managing the team’s workload, priorities, and performance.
• AI enablement and integration: Build AI literacy among trainers and learners, embed responsible AI use across training, and apply AI-powered tools and automation to improve learning and workplace readiness.

Must-Have Requirements:

• 5+ years of experience in technical training, learning & development, instructional design, technical education, coaching, or a closely related field.
• Experience designing and delivering engaging live, blended or self-paced learning, with strong facilitation skills and the ability to communicate technical and non-technical concepts clearly.
• Experience managing training programmes or projects from planning through delivery, including managing priorities, timelines and stakeholders.
• Experience coaching or mentoring trainers, facilitators or learners.
• Proactive, adaptable and enjoys working in a dynamic, fast-moving environment.
• Strong written and verbal communication skills, with the ability to collaborate effectively across teams.

Nice-to-Have Requirements:

• Experience leading a team.
• Experience delivering training across multiple technical disciplines or a strong technical foundation gained through professional experience, a STEM qualification, technical bootcamp or equivalent training.
• Experience using tools such as Notion, Jira, Confluence and AI tools.
• Experience scaling training programmes across multiple cohorts, teams or delivery formats.

This is a hybrid position based in Nairobi, Kenya, with a minimum of 3 days in the office (Tuesday - Thursday)

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Position overview

• As a Customer Success Manager, you will play a key role in supporting the success of Tana’s client partnerships and helping drive client satisfaction and retention. You will work closely with our day-to-day stakeholders at client organisations, acting as the bridge between clients and internal teams, including Recruitment, Training, and Talent Success, to ensure strong alignment and empower our talent to thrive in their roles. This is a hands-on, high-ownership role where you’ll be deeply involved in relationship management and problem-solving day-to-day, while also contributing to internal initiatives that strengthen our approach and improve process efficiency as we scale.

Responsibilities

• Client onboarding: Onboard clients by helping them understand the Tana model, by translating client requirements into clear, actionable briefs for the Recruitment and Training teams, by reviewing and refining candidate profiles ahead of interviews, and by ensuring Day 1 readiness for talent placements.
• Client relationship management: Run regular check-ins with client managers to gather feedback, problem-solve, and ensure expectations are consistently met, while acting as the bridge between clients and the Talent Success team by sharing context, feedback, and priorities and ensuring clear follow-through.
• Account health and retention: Monitor client satisfaction, contract renewals, performance concerns, and retention risks, proactively identifying and addressing issues before they escalate and working closely with internal teams to help resolve them.
• Growth and expansion: Support long-term success by reflecting with clients on the impact of our partnership, by identifying ways to add value and spotting opportunities to expand relationships, whether through new teams, new roles, or referrals.
• Process improvement and documentation: Contribute to scaling Tana by helping standardise and automate Client Success processes, while maintaining clear documentation of client feedback, contract renewals, and key account milestones to support proactive follow-up and smooth execution.

Requirements

• 5+ years in client-facing roles such as Client Success, Account Management, Consulting, B2B Sales, or Project Management, with proven ability to build trusted relationships with senior stakeholders.
• Experience working with clients in North American and/or European markets.
• Excellent communication and collaboration skills with internal and external stakeholders.
• Strong judgment and problem-solving, particularly in high-stakes and ambiguous situations.
• Highly organised, proactive, and able to manage multiple priorities in a fast-paced environment.

Location

• This is a hybrid position based in Nairobi, Kenya (3 days a week in-office).