Customer Success Manager - Lusaka, Kafue, Mazabuka

Tri8Solutions is making School Management and Administration smarter, more efficient and improves teacher, student and parent experience when interacting with schools.  Schools that leverage a centralized data-driven platform to make better informed decisions about teachers, students and school registration and invoicing are more profitable, scale faster and deliver overall better results for students and parents.

As a Customer Success Manager (CSM) you are responsible for user adoption and customer retention for clients throughout the life of their KOZO SMS subscription.  Your goals are to maximize growth and minimize overall churn in the course of a customer relationship.

You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the support team and build solid customer relationships.

You will:

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing customer risks
• Meet and exceed net retention and gross churn targets for assigned accounts
• Help customers translate their business use cases into KOZO solutions and communicate a clear ROI to the customer
• Act as the primary post-sale customer contact to guarantee onboarding, user adoption, retention, and the overall success of the account
• Deliver monthly and quarterly business and roadmap reviews, and overall cadence (both in person and remote)
• Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value
• Perform KOZO SMS product demos, assist customer onboarding and overall value realization efforts for customers
• Effectively assemble and leverage internal cross-functional teams including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners
• Identify patterns pre-emptively to improve the organizational usage and adoption of KOZO SMS
• Assist the accounting and finance team in all renewal activities as needed
• Collaborate with Marketing to grow a library of customer testimonials, success stories, and online reviews

You have:

• 2+ years of experience as an Account Manager, Customer Success or related role
• Experience using off the shelf or cloud based software packages
• BA  degree or diploma in Business, Marketing or related areas is required
• Access to computer and internet access
• Be willing to travel to client sites multiple times a month

You'll get:

• ​​​Work independently
• Work remotely
• Participate in the rapid growth of Zambia's first Software-as-a-Service School Management and Payroll Management software company
• Receive bonus tied to sales, customer retention and overall company performance

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All qualified applicants will receive consideration for employment on merit.  Only successful candidates will be contacted.