Customer Success Manager at CarePay Ltd

CarePay View all jobs

  • Kenya
  • Permanent
  • Full-time
  • 2 months ago
CarePay is a Kenyan company that administers conditional healthcare payments between funders, patients and healthcare providers. Through our M-TIBA platform, CarePay directs funds from public and private funders directly to patients into a “health wallet” on their mobile phone. The use of these funds is restricted to conditional spending at selected health…Customer Success ManagerThe Customer Success Manager (CSM) – Kenya owns the end-to-end success, growth, and retention of CarePay's Kenyan client portfolio. The role is responsible for ensuring clients derive measurable financial, operational, and health impact from the M-TIBA platform while driving sustainable revenue growth for CarePay.The CSM acts as a trusted advisor to senior client stakeholders, leads complex change initiatives, and ensures deep adoption of CarePay's full product offering across payers, providers, and members. This is a senior role, positioned above Account Lead, with strategic, commercial, and leadership accountability.Strategic Account Ownership
  • Own overall client success, retention, and growth for assigned Kenyan accounts
  • Develop and execute account success plans aligned to client objectives and CarePay strategy
  • Lead weekly, monthly, quarterly and annual business reviews using M-TIBA insights
Stakeholder & Ecosystem Management
  • Build executive-level relationships with insurers, employers, private and public-sector stakeholders
  • Navigate Kenya's healthcare ecosystem, including providers, regulators and partners
  • Coordinate closely with the internal operational teams to ensure effective onboarding and compliance
Revenue Growth & Product Adoption
  • Drive account expansion through member growth, scheme expansion, and module adoption
  • Lead pilots and scale-ups of new CarePay products relevant to the Kenyan market
  • Support clients in unlocking new segments (SMEs, informal sector, retail micro products)
Service Delivery & Operational Excellence
  • Ensure high-quality service delivery in line with SLAs and TATs
  • Oversee scheme setup, benefit configuration, and member lifecycle accuracy
  • Proactively identify and resolve operational risks (off M-TIBA usage, leakages, provider friction)
Client Health, Impact & Change Management
  • Own client health metrics including NPS, adoption, operational performance, and savings
  • Lead complex change initiatives from legacy systems to digital-first workflows
  • Act as escalation owner for high-impact client issues
Leadership & Internal Collaboration
  • Provide functional leadership and coaching to Account Leads, Analysts, and Support staff
  • Collaborate with Product, Tech, Operations, Finance, and Provider teams
  • Feed Kenyan market insights into product and process improvements
Experience & Skills
  • 7-10 years' experience in customer success, account management, insurance, fintech, or healthcare
  • Proven experience managing complex Kenyan healthcare clients
  • Strong commercial, analytical and stakeholder management skills
  • Deep understanding of Kenya's healthcare and insurance landscape
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