Customer Success Lead

Shukran is a fast-growing fintech founded in Kenya, helping service workers in hospitality and tourism access tips digitally, and much more. Beyond tipping, our platform unlocks financial services like loans, insurance, and digital payments for a previously underserved workforce. Watch our story to learn more about us. 

We're seeking an experienced Customer Success Lead to drive customer satisfaction, retention, and growth across Shukran's platform. You'll manage key accounts, oversee client and service worker onboarding, support financial operations, and build scalable customer engagement systems. This role combines strategic account management with hands-on operational excellence and system building.

This is a dynamic, multifaceted role ideal for someone with strong analytical skills, financial services experience, and a passion for building customer-centric processes and technology solutions.

Account Management & Client Relations

• Manage and nurture key hospitality accounts to ensure high satisfaction and retention rates
• Serve as primary point of contact for enterprise clients, understanding their unique needs and challenges
• Develop account growth strategies and identify upselling opportunities within existing client base
• Build strong relationships with decision-makers across hotels, restaurants, and hospitality groups
• Monitor account health metrics and proactively address potential churn risks

Onboarding & Training Excellence

• Design and execute comprehensive onboarding programs for hospitality clients and service workers
• Develop training materials, guides, and resources to ensure smooth platform adoption
• Conduct training sessions for F&B managers, service staff, and hospitality administrators
• Create scalable onboarding processes that can accommodate rapid user growth
• Track onboarding success metrics and continuously optimize the experience

Financial Operations & Data Analytics

• Support tip disbursement processes, ensuring accuracy and timeliness of payments
• Manage financial reporting and reconciliation for client accounts
• Analyze transaction data to identify trends, issues, and optimization opportunities
• Generate comprehensive reports for internal stakeholders and external clients
• Work closely with finance team to ensure compliance and audit readiness
• Monitor platform performance metrics and provide actionable insights

Customer Support & Issue Resolution

• Oversee customer support operations and ensure rapid resolution of user issues
• Collaborate with product and engineering teams to address technical challenges
• Develop escalation procedures and manage complex customer cases
• Implement feedback loops to turn customer pain points into product improvements
• Maintain high customer satisfaction scores across all support channels

Platform Builder & Strategist

• Build and optimize customer engagement channels including chatbots, email sequences, and in-app messaging
• Design automated customer journey flows to improve user experience and retention
• Implement customer success automation tools and workflows
• Develop self-service resources and knowledge bases for customers
• Create and manage customer communication strategies across multiple touchpoints
• Build analytics dashboards to track customer success KPIs and platform usage

Product Feedback & Continuous Improvement

• Collect, analyze, and prioritize customer feedback for product development
• Work with product team to translate customer needs into feature requirements
• Conduct user research and interviews to understand customer behavior and preferences
• Test new features with key clients and gather implementation feedback
• Advocate for customer needs in product roadmap discussions

• 5+ years of experience in customer success, account management, or client relations, preferably in fintech or hospitality
• Strong analytical skills with experience in data analysis, financial reporting, and business intelligence tools
• Financial services background with understanding of payment systems, reconciliation, and compliance requirements
• Technical proficiency in building customer engagement systems, automation tools, and CRM platforms
• Proven track record in managing enterprise accounts and driving customer retention
• Experience in onboarding, training, and change management within technology platforms
• Strong communication skills with the ability to present complex data insights to various stakeholders
• Project management experience with ability to handle multiple initiatives simultaneously
• Bachelor's degree in Business, Finance, Technology, or related field

• Customer success and account management
• Data analysis and reporting
• Process automation and system building
• Customer onboarding and training
• CRM and customer engagement tools
• Business intelligence and analytics
• Project management and cross-functional collaboration
• Customer support and issue resolution

• Leadership opportunity: Lead customer success initiatives at a high-growth fintech
• Technical growth: Build cutting-edge customer engagement systems and automation
• Industry expertise: Develop deep knowledge in fintech, hospitality sectors and interaction with global like-minded peers.
• Mission-driven work: Contribute to financial inclusion for underserved hospitality workers

If you're passionate about customer success, data-driven decision making, and building scalable systems that drive business growth, we invite you to lead customer success at Shukran.

Shukran Inc. is an equal-opportunity employer committed to creating an inclusive environment for all individuals.

To apply for this position, please click the "Apply on Company Website" button to submit your application through the company's application system.

Application deadline: September 04, 2025