Zeraki Account Management Lead Jobs in Kenya

Zeraki Account Management Lead Jobs in Kenya;The Account Management Lead will provide operational and commercial leadership across Zeraki’s Account Management function, leading multiple teams and ensuring that customers achieve measurable value from Zeraki’s products. Sitting at the intersection of customer success, commercial growth, and people leadership, the role strengthens customer retention and expansion, drives commercial performance, and ensures consistent execution of Account Management practices across the business.

Key Responsibilities

Leadership & Team Development

Lead, coach, and develop the Account Management team.

Establish clear performance expectations and accountability.

Conduct regular performance reviews, coaching, and talent discussions.

Develop succession plans and build a pipeline of future leaders.

Drive employee engagement and a high‑performance culture.

Customer Success & Portfolio Management

Oversee customer success performance across portfolios and teams.

Monitor customer health, retention trends, and success metrics.

Lead strategic customer engagements and Executive Business Reviews.

Identify customer risks and implement mitigation plans.

Champion customer‑centricity and ensure measurable value delivery.

Commercial Performance & Revenue Growth

Drive customer retention, renewal, and expansion performance.

Improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

Identify and drive upsell and cross‑sell opportunities.

Partner with Finance to improve collections performance.

Strengthen commercial forecasting and revenue visibility.

Operational Excellence & Governance

Standardize Account Management processes across teams.

Ensure CRM governance, data quality, and reporting discipline.

Improve operational efficiency and consistency.

Review team and territory allocation for effective resource use.

Strategic Escalation & Risk Management

Lead resolution of high‑impact customer escalations.

Coordinate cross‑functional teams to resolve complex issues.

Identify emerging risks and ensure timely escalation.

Cross‑Functional Leadership

Partner with Sales on customer handovers and expansion opportunities.

Collaborate with Customer Support on escalations and service levels.

Work with Product to translate customer insights into adoption opportunities.

Partner with Finance on forecasting, collections, and contract administration.

Collaborate with Marketing on advocacy, success stories, and reference programmes.

Candidate Profile

Education

Bachelor’s degree in Business Administration, Commerce, Marketing, Education, Economics, Information Systems, or related discipline.

Experience & Skills

3–5 years of progressive experience in Account Management, Customer Success, Sales, Relationship Management, or Commercial Operations.

Minimum 2 years’ experience leading customer‑facing teams.

Proven experience managing enterprise or strategic customer portfolios.

Strong track record in customer retention, revenue growth, and commercial performance.

Experience in SaaS, EdTech, Telecommunications, Financial Services, or other technology‑enabled businesses is highly desirable.

Strong experience using CRM systems and data to drive decisions.

Solid understanding of revenue management, forecasting, and commercial performance.

How to apply

For more information and job application details, see; Zeraki Account Management Lead Jobs in Kenya

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