Zeno is hiring a Head of Customer Success skilled in customer experience strategy, team leadership, CRM systems implementation, and customer retention metrics.
The Role
- Zeno is seeking a Head of Customer Success – East
Africa to lead the design and scaling of our customer experience
across Kenya, Uganda, and beyond. This role based in Kenya will ensure
that every Zeno customer, fleet, and partner receives exceptional service
— from onboarding and energy support to long-term engagement.
- The ideal candidate is customer-obsessed, data-driven, and
operationally strong. You’ll build and lead a regional team managing
inbound and outbound communications, field operations, and customer care
programs. You’ll define metrics that track satisfaction, retention, and
energy usage, ensuring that every customer stays charged — and loyal — to
the Zeno platform.
Responsibilities
- Lead Customer Success Strategy: Develop and execute Zeno’s
customer success roadmap across East Africa, aligning with company growth
and energy delivery goals.
- Team Leadership: Build and lead high-performing teams across
support, operations, and community management to deliver world-class
service.
- Customer Engagement: Oversee proactive
communication with riders and partners, ensuring education on energy
usage, maintenance, and product care.
- NPS and Feedback: Design and monitor customer
satisfaction systems (NPS, CSAT, churn metrics), turning insights into
actionable improvements.
- Process & Systems: Implement CRM and support
platforms to manage inquiries, issue resolution, and customer data
tracking.
- Retention & Loyalty: Develop programs that
increase daily energy usage, repeat swaps, and long-term engagement
through incentives and Zeno Points.
- Training & Development: Build customer-facing
training programs for onboarding new riders, swap operators, and fleet
managers.
- Cross-Functional Collaboration: Partner with Product,
Engineering, and Operations teams to close feedback loops and improve
performance and reliability.
- Crisis Management: Lead communication during
outages or service disruptions, maintaining trust and transparency with
customers.
- Regional Oversight: Manage multi-country
expansion of support systems, ensuring consistency and cultural relevance
across markets.
Qualifications
- 5+ years of experience in customer success, customer experience, or
operations leadership (experience in EV, energy, fintech, or mobility
sectors is a plus).
- Proven record of scaling customer-facing teams and systems across
multiple markets or regions.
- Strong operational background with comfort in data analytics,
customer metrics, and CRM tools.
- Exceptional communication and empathy skills, with the ability to
translate customer needs into actionable strategies.
- Experience building and leading distributed or field-based teams.
- Strategic mindset paired with a bias for action — equally
comfortable in the field or in the boardroom.
- Bachelor’s degree in Business, Operations, or a related field
(advanced degree preferred).
- Passion for sustainability, mobility, and improving lives through
technology.
How to Apply
