Position overview
As Client
Success Manager, you will play a critical role in
ensuring client satisfaction, retention, and growth. You’ll serve as the
primary point of contact for client stakeholders, ensuring that our service
delivery meets expectations and creates long-term value. You’ll also act as the
bridge between clients and internal teams such as Recruitment, Training, and
Talent Success, to empower our talent to thrive in their roles.
This is
a hands-on role where you’ll be immersed in relationship management and
problem-solving day-to-day, with the opportunity to drive long-term growth and
scale the Customer Success function.
Responsibilities
Client
onboarding
- Onboard clients by helping them understand the
Tana model, what to expect, and how to set themselves up for success in
working with early-career talent from Kenya.
- Convey client requirements to our Recruitment
& Training teams, and support high-quality delivery.
- Serve as the point person for client
communications and logistics.
Client relationship management
- Run regular check-ins with client managers to
gather feedback, problem-solve, and make sure expectations are being met
on an ongoing basis.
- Bridge the client relationship with our internal
Talent Success team by sharing context, feedback, and priorities — and
ensuring clients know how we’re following through.
- Manage client communication around contract
renewals, annual reviews, performance concerns, and retention risks,
working closely with HR and Talent Success to resolve them.
- Monitor client satisfaction and flag potential
risks early, addressing them before they escalate.
Growth
& expansion
- Support long-term success by reflecting with
clients on the impact of our partnership, and identifying ways to add
value (e.g., sharing best practices, co-developing plans for talent
upskilling).
- Spot opportunities to expand relationships —
whether through new teams, new roles, or referrals — and partner with our
Sales team to pursue them.
- Capture client wins and stories to fuel business
development.
Requirements
- 3+ years in client-facing roles such as Client
Success, Account Management, Consulting, B2B Sales, or Project Management,
with proven ability to build trusted relationships with senior
stakeholders.
- Direct experience working with clients in North
American and European markets.
- Excellent communication and collaboration skills
with internal and external stakeholders.
- Strong judgment and problem-solving,
particularly in high-stakes and ambiguous situations.
- Entrepreneurial mindset with the ability to
thrive in a dynamic start-up environment.
How to Apply
