Customer Success & Retention Lead Job

Customer Success & Retention Lead Job Location: Ruiru,

Industry: ISP,

Gross Salary: Ksh 80,000

Our client is a lleading privately owned Internet Service Provider, specializing in simple, affordable, and high-speed fiber internet solutions. The organization is committed to delivering a seamless customer experience through reliable connectivity, 24/7 technical support, and continuous investment in innovative systems and technologies. Through strategic partnerships with infrastructure providers, it aims to expand access to dependable internet services across the region

Job purpose

To own customer retention, reduce churn, and protect recurring revenue by building a high-performing customer success function that delivers measurable business impact. This role is responsible for turning customer experience into a growth driver, not just a support function

Key Responsibilities

Retention & Revenue Protection

• Own and drive reduction in customer churn
• Identify and address root causes of customer loss
• Develop and implement retention and win-back strategies
• Segment customers (high-value vs low-value) and prioritize retention efforts

Customer Success Strategy

• Design and implement a customer lifecycle strategy
• Build proactive engagement models to prevent churn before it happens
• Establish customer success playbooks and processes

Operational Excellence

• Ensure daily customer operations run efficiently and consistently.
• Oversee all customer service operations (inbound, complaints, escalations)
• Ensure fast, consistent, and high-quality issue resolution
• Define escalation frameworks and service standards

Cross-Functional Leadership

• Work closely with Technical Team to resolve recurring service issues
• Collaborate with Sales/Marketing on customer insights and upsell opportunities
• Act as the voice of the customer internally

Leadership & Team Development

• Build, lead, and coach a high-performing customer success team
• Set clear KPIs and accountability structures
• Drive a performance culture focused on outcomes

Data, Insights & Continuous Improvement

• Build and manage retention dashboards and reporting systems
• Analyze customer behavior, complaints, and churn patterns
• Translate data into actionable improvements across the business

Authority & Ownership

• Own customer retention performance across the business
• Escalate recurring service failures to management
• Recommend operational and process improvements
• Influence customer experience standards across departments

Qualifications

• Must have at least 5 years in Customer Success, Retention, or Service Leadership
• Proven track record of reducing churn or improving retention metrics
• Experience in ISP, telecom, or service-based business (preferred)
• Experience managing teams and driving performance
• Strong analytical and data-driven mindset
• Strategic thinking with execution capability
• Leadership and team management
• Stakeholder management across departments
• Results-oriented and accountable
• Assertive and able to challenge internal teams
• Customer-focused but commercially aware
• Calm under pressure, solution-driven

Key KPIs

• Customer Retention Rate
• Customer Churn Reduction Rate
• Customer Satisfaction Score (CSAT)
• Escalation & Complaint Resolution Turnaround Time
• Monthly Recurring Revenue (MRR) Protection

What This Role Is Not

• Not a basic customer service supervisor role
• Not limited to handling complaints
• Not a reactive support function
• Complaint handling only
• Ticket supervision only
• Passive customer support

How to Apply

If you are up to the challenge and possess the necessary qualifications and experience, please send your CV only quoting the job title in the email subject (Customer Success & Retention Lead) to jobs@corporatestaffing.co.ke  before 20th May 2026