CUSTOMER SUCCESS LEAD

The Customer Success Lead is responsible for ensuring customers achieve maximum value from Keep IT Cool's products and services. The role leads customer onboarding, retention, customer support, and account growth while working closely with Sales, Operations, and Marketing to deliver an exceptional customer experience.

Key Responsibilities

Customer Success Strategy

• Develop and implement customer success strategies that improve retention and loyalty.
  
• Establish customer service standards and operating procedures.
  
• Lead and coach the Customer Success team.
  

Customer Onboarding

• Ensure new customers are successfully onboarded onto Markiti.
  
• Coordinate customer training and product education.
  
• Monitor first-order success and early customer adoption.
  

Customer Retention & Growth

• Reduce customer churn through proactive engagement.
  
• Increase repeat purchases and customer lifetime value.
  
• Identify upselling and cross-selling opportunities.
  
• Conduct regular customer business reviews.
  

Customer Experience

• Resolve escalated customer issues.
  
• Measure customer satisfaction through CSAT and NPS.
  
• Gather customer feedback and recommend service improvements.
  

Collaboration

• Work closely with Sales to ensure seamless customer handovers.
  
• Partner with Operations and Dispatch to improve service delivery.
  
• Collaborate with Marketing on customer engagement campaigns.
  

KPIs

• Customer Retention
  
• Customer Satisfaction (CSAT)
  
• Net Promoter Score (NPS)
  
• Repeat Purchase Rate
  
• Customer Lifetime Value
  
• Churn Rate
  
• Upsell Revenue(Basket Size)
  

Requirements

Qualifications

• Bachelor's degree in Business, Marketing, Customer Experience, or a related field.
  
• Minimum four (4) years' experience in Customer Success, Account Management, or Customer Service.
  
• Experience in FMCG, logistics, retail, food distribution, or technology is an advantage.
  

Skills

• Customer Success
  
• Relationship Management
  
• Leadership
  
• Communication
  
• CRM
  
• Problem Solving
  
• Data Analysis
  

Benefits

At Keep IT Cool, we believe our people are our greatest asset. We offer a competitive rewards package designed to support your wellbeing, recognize high performance, and provide opportunities for professional growth while making a meaningful impact on Africa's food systems.

What We Offer

• Competitive salary based on experience, qualifications, and the responsibilities of the role.
  
• Comprehensive health insurance for your wellbeing.
  
• Travel allowance for approved business travel and field assignments.
  
• Monthly airtime and data allowance to support business communication.
  
• Performance-based bonus linked to individual, team, and company Key Performance Indicators (KPIs).
  
• Sales commission for eligible commercial roles based on the achievement of agreed sales targets and performance metrics.
  
• Ongoing learning, coaching, leadership development, and professional training opportunities.
  
• Career growth within one of Africa's leading climate-tech companies, with opportunities to take on greater responsibility as the business expands.
  
• A collaborative, innovative, and purpose-driven work environment where your ideas and contributions are valued.
  
• The opportunity to build innovative solutions that reduce food loss, strengthen food systems, improve livelihoods, and accelerate climate resilience across Africa.