Customer Success Lead – Q-SYS at Riana Group

Riana Group

  • Kenya
  • Permanent
  • Full-time
  • 2 months ago
RIANA Group is a leading technology solutions provider based in Nairobi, Kenya. We bring innovative solutions that are designed to simplify, streamline and strengthen businesses.Customer Success Lead – Q-SYSThe Customer Success Lead is responsible for ensuring clients realize the full value of the company's solutions post-implementation. This role bridges the gap between technical delivery and client experience, focusing on long-term satisfaction, retention, and account growth.Key ResponsibilitiesClient Onboarding & Adoption
  • Oversee and coordinate the client onboarding process to ensure a smooth transition from implementation to active use.
  • Develop and execute tailored adoption plans to ensure clients are fully utilizing the system's capabilities.
  • Conduct onboarding sessions and ensure training is delivered effectively in collaboration with the training team.
Client Relationship Management
  • Serve as the primary post-implementation contact for clients, ensuring their needs are met and expectations exceeded.
  • Build strong, trust-based relationships with key client stakeholders.
  • Conduct regular check-ins and business reviews to assess satisfaction and identify opportunities for improvement.
Issue Resolution & Support Coordination
  • Act as the escalation point for client issues, ensuring swift resolution in collaboration with the support and technical teams.
  • Monitor support trends and proactively address recurring issues or pain points.
  • Ensure SLAs are met and client concerns are documented and resolved efficiently.
Retention & Growth
  • Monitor client health metrics and proactively address risks of churn.
  • Identify upsell and cross-sell opportunities in collaboration with Key Account Managers.
  • Contribute to renewal strategies and support commercial teams in contract extensions.
Cross-Functional Collaboration
  • Work closely with internal teams (Support, Technical, Product, Sales) to ensure a unified and consistent client experience.
  • Provide client feedback to the product and development teams to inform roadmap decisions.
  • Participate in internal planning and strategy sessions to align customer success goals with business objectives.
Education and Experience
  • Bachelor's degree in Information Technology, Business or related field.
  • 3+ years of experience in customer success, account management, or client-facing roles in a tech-driven environment.
  • Strong understanding of customer lifecycle management and SaaS/technical solution delivery.
  • Excellent interpersonal, communication, and problem-solving skills. Be a natural forward planner, credible and comfortable dealing with company executives.
  • Ability to manage multiple client accounts and priorities simultaneously.
  • Proficiency in CRM tools and customer success platforms.
  • Empathetic, proactive, and results-driven mindset.
  • Strong organizational Skills.
  • Excellent organizational and presentation skills and ability to work well with teams.
  • Integrity, hard work ethic, confident and a good business sense.
  • Ability to deal with a rapid paced / multi-tasking environment.
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