Customer Success Manager at Tana

Position overview


As a Customer Success Manager, you will play a key role in supporting the success of Tana's client partnerships and helping drive client satisfaction and retention. You will work closely with our day-to-day stakeholders at client organisations, acting as the bridge between clients and internal teams, including Recruitment, Training, and Talent Success, to ensure strong alignment and empower our talent to thrive in their roles. This is a hands-on, high-ownership role where you'll be deeply involved in relationship management and problem-solving day-to-day, while also contributing to internal initiatives that strengthen our approach and improve process efficiency as we scale.


Responsibilities


Client onboarding: Onboard clients by helping them understand the Tana model, by translating client requirements into clear, actionable briefs for the Recruitment and Training teams, by reviewing and refining candidate profiles ahead of interviews, and by ensuring Day 1 readiness for talent placements.
Client relationship management: Run regular check-ins with client managers to gather feedback, problem-solve, and ensure expectations are consistently met, while acting as the bridge between clients and the Talent Success team by sharing context, feedback, and priorities and ensuring clear follow-through.
Account health and retention: Monitor client satisfaction, contract renewals, performance concerns, and retention risks, proactively identifying and addressing issues before they escalate and working closely with internal teams to help resolve them.
Growth and expansion: Support long-term success by reflecting with clients on the impact of our partnership, by identifying ways to add value and spotting opportunities to expand relationships, whether through new teams, new roles, or referrals.
Process improvement and documentation: Contribute to scaling Tana by helping standardise and automate Client Success processes, while maintaining clear documentation of client feedback, contract renewals, and key account milestones to support proactive follow-up and smooth execution.


Requirements


5+ 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.
Experience working with clients in North American and/or European markets.
Excellent communication and collaboration skills with internal and external stakeholders.
Strong judgment and problem-solving, particularly in high-stakes and ambiguous situations.
Highly organised, proactive, and able to manage multiple priorities in a fast-paced environment.


Location


This is a hybrid position based in Nairobi, Kenya (3 days a week in-office).