Head of Customer Success Job Zeno

AI summary

Zeno is hiring a Head of Customer Success – East Africa to lead customer experience strategy across Kenya, Uganda, and beyond. The role involves building and leading teams, implementing CRM systems, and driving customer retention. Requires 5+ years in customer success or operations leadership, with a focus on EV, energy, or mobility sectors.

• Lead customer success strategy for East Africa region.
• Build and manage high-performing customer support teams.
• Implement CRM and customer satisfaction systems.
• Develop retention programs and loyalty incentives.
• Work cross-functionally with product and engineering.

Description

Home » Jobs In Kenya » Customer Service Jobs In Kenya » Head of Customer Success Job Zeno Job Title: Head of Customer Success Date Posted: 17/07/2026 Job Type: Full Time Job Level: Management Employer: Zeno Industry: Customer Service Salary: Open Location: Nairobi Country: Kenya Deadline: 31/07/2026 Summary: Customer Service Jobs, Zeno Jobs. Looking for a customer service job in Kenya? Zeno is hiring a Head of Customer Success skilled in customer experience strategy, team leadership, CRM systems implementation, and customer retention metrics. The Role Zeno is seeking a Head of Customer Success – East Africa to lead the design and scaling of our customer experience across Kenya, Uganda, and beyond. This role based in Kenya will ensure that every Zeno customer, fleet, and partner receives exceptional service — from onboarding and energy support to long-term engagement. The ideal candidate is customer-obsessed, data-driven, and operationally strong. You’ll build and lead a regional team managing inbound and outbound communications, field operations, and customer care programs. You’ll define metrics that track satisfaction, retention, and energy usage, ensuring that every customer stays charged — and loyal — to the Zeno platform. Responsibilities Lead Customer Success Strategy: Develop and execute Zeno’s customer success roadmap across East Africa, aligning with company growth and energy delivery goals. Team Leadership: Build and lead high-performing teams across support, operations, and community management to deliver world-class service. Customer Engagement: Oversee proactive communication with riders and partners, ensuring education on energy usage, maintenance, and product care. NPS and Feedback: Design and monitor customer satisfaction systems (NPS, CSAT, churn metrics), turning insights into actionable improvements. Process & Systems: Implement CRM and support platforms to manage inquiries, issue resolution, and customer data tracking. Retention & Loyalty: Develop programs that increase daily energy usage, repeat swaps, and long-term engagement through incentives and Zeno Points. Training & Development: Build customer-facing training programs for onboarding new riders, swap operators, and fleet managers. Cross-Functional Collaboration: Partner with Product, Engineering, and Operations teams to close feedback loops and improve performance and reliability. Crisis Management: Lead communication during outages or service disruptions, maintaining trust and transparency with customers. Regional Oversight: Manage multi-country expansion of support systems, ensuring consistency and cultural relevance across markets. Quaifications 5+ years of experience in customer success, customer experience, or operations leadership (experience in EV, energy, fintech, or mobility sectors is a plus). Proven record of scaling customer-facing teams and systems across multiple markets or regions. Strong operational background with comfort in data analytics, customer metrics, and CRM tools. Exceptional communication and empathy skills, with the ability to translate customer needs into actionable strategies. Experience building and leading distributed or field-based teams. Strategic mindset paired with a bias for action — equally comfortable in the field or in the boardroom. Bachelor’s degree in Business, Operations, or a related field (advanced degree preferred). Passion for sustainability, mobility, and improving lives through technology. How to Apply Click here to apply 🎯 Applying for This Job? Don’t Send a Generic CV. Don’t send the same CV to every job/employer. Have our recruitment team customize your CV to match the requirements of this specific job and improve your chances of getting an interview. Customise My CV For This Job . ⭐ 5-Star Reviews . Job Seeker Testimonials: Professionals Who Got Jobs Through Corporate Staffing Since 2011, Kenyan professionals have trusted Corporate Staffing Services to help them secure employment with leading employers in Kenya and beyond. Read testimonials from candidates who have experienced our recruitment process firsthand and successfully gotten hired through our recruitment services. You Could Be Our Next Success Story . Read How They Got Jobs Through Corporate Staffing GET A JOB FASTER! Applying for a Specific Job? Our recruiters will customise your CV to match the employer's requirements so you can get shortlisted. Customise My CV Used AI to Write Your CV but Not Getting Interviews? Get A FREE CV review and CV Upgrade, plus 3 months job search support from our recruitment team. Contact us today for Free CV Review Do You Have An Upcoming Interview? Get assistance from our experienced HR recruiters. Talk to our team for Interview Preparation & Coaching Browse Top Job Categories Accounting Jobs Administration Jobs Audit Jobs Banking Jobs Communication Jobs Credit Control Jobs Customer Service Jobs Director Jobs Driver Jobs Engineer Jobs Finance Jobs Graphic Designer Jobs Health & Safety Job