Customer Success Executive - Enterprise SaaS

Customer Success Executive - Enterprise SaaS

Location: Nairobi, Kenya

Do you relish helping large organizations enhance productivity through world class software implementation and proactive account management? Are you eager to help enterprise clients manage, pay and support their workforces across Africa?

Workpay helps organizations in Africa manage and pay employees efficiently, legally, and accurately. With employees at our core, our team cares deeply about people and growth. 

Background

Workpay’s core product is Software-as-a-Service (SaaS) that enables businesses to manage employee time, attendance, leave, benefits, documents, and payroll; and to pay their employees  across Africa. We have more than doubled our team and client base in the last two years, and recently closed our Series A. As we pursue profitability in 2025, we are expanding into the enterprise segment, taking on larger and more complex client organizations than ever before.

Role Overview

We need an experienced Enterprise Key Account Manager or Customer Success professional to ensure we onboard, retain, and expand enterprise clients. Hands-on implementation and account management experience with large-scale B2B SaaS tools is essential, either with a fast-growing startup or third-party implementation partner for tools such as Salesforce, Hubspot, Sage, Zoho, Oodo, Intercom, SAP, Oracle, or similar. 

You will ensure that enterprise customers are successful from their first interaction with our software as you lead clients through discovery, implementation, configuration, and training to meet their unique business needs. You will then ensure they derive and generate maximum value over the long-term, pursuing ambitious renewal, churn, and expansion targets.

Roles and Responsibilities

• Product mastery and customer obsession
• Design and execute detailed and dynamic customer project management plans to ensure an amazing and efficient experience from onboarding to retention and expansion
• Conduct detailer customer discovery, developing and documenting a clear understanding of stakeholders, processes, challenges, responsibilities, need etc.
• Lead collaborative, interactive hands-on implementation, tailored to each customer to ensure they and confidently use the software to bring value to their business.
• Ensure conclusive, clear onboarding project closure and transition to active, valuable product usage. 
• Conduct regular proactive outreach to stay apprised of enterprise customer business goals and challenges; track perceptions; prevent churn; and increase MRR, ARR & LTV
• Collaborate and coordinate Support, Product, and Engineering to ensure problems are resolved and features are developed in keeping with enterprise customer needs.
• Respond to high-level email and phone enquiries from customers. Help them better understand how Workpay’s product and services can meet their critical business needs
• Any other duties assigned by the Customer Success Manager.

Required Qualities and Qualifications

• 3+ years in software Enterprise Account Management, Customer Success, or Project Management.
• 1+ year with a high-growth startup or third-party implementation partner for Salesforce, Hubspot, Sage, Zoho, Oodo, Intercom, SAP, Oracle, Google Workspace, or similar. 
• Demonstrated skills in software implementation, training, and account management.
• Demonstrated track record generating revenue through cross/upselling and renewals.
• Extraordinarily organized and capable of handling multiple overlapping projects, with complex task lists, timelines, milestones, stakeholders, and deliverables.
• Highly fluent in project management tools, techniques and frameworks such as Kanban, Gantt, RACI, Risk Matrix, stakeholder analysis etc.
• Excellent written and verbal communication––specific, detailed, concise and clear.
• Personable, proactive, consultative with confidence to direct decision makers.
• Strategic thinker who preempts customer needs by proactively planning and engaging.
• Growth mindset: ready to grow yourself and take on new challenges and opportunities, try new approaches, and respond to new developments within a fast-growing startup.
• Experience with StartDeliver or similar Customer Success tools, as well as Hubspot or similar CRM and ticketing solutions.
• Familiarity with Google Workspace for communication and documentation.

Added Advantages

• A degree in IT, Customer Service, Sales, Communications, Business Admin etc.
• Experience in the HR/ payroll space
• French language skills

Why Workpay?

• Competitive, incentive-based remuneration, health cover, and gym membership.
• Purpose driven work. We are building the rails for employment payments and compliance across Africa, helping drive economic growth and development. 
• Career advancement through constant opportunities for learning and growth
• Working in a flexible, vibrant team environment with a flexible remote work policy. Work from home or from our fun, funky modern office in Westlands.

How to Apply

Please visit the job posting on our Careers Page to submit your application. We will not accept applications by email and will not discuss open roles by phone.

https://www.myworkpay.com/careers#jobs

NB: By proceeding with the application for this position, you consent to Workpay conducting a thorough background and reference check as part of our recruitment process. This will include, but may not be limited to, verification of employment history, educational background, and any other relevant information required to determine your suitability for the role.