Account Management Lead Job Zeraki, Nairobi, Kenya
About the Role
- The Account Management Lead will provide operational and commercial leadership across Zeraki’s Account Management function, leading multiple teams and ensuring that our customers achieve measurable value from Zeraki’s products.
- The role sits at the intersection of customer success, commercial growth and people leadership. You will lead and develop the Account Management team, strengthen customer retention and expansion, drive commercial performance, and ensure consistent execution of Account Management practices across the business.
- As Zeraki continues to scale, this role will be critical in translating business strategy into disciplined execution while building high-performing teams and developing the next generation of commercial leaders. The role is also designed as a key leadership step within Zeraki’s Account Management career path, with the opportunity to grow into broader functional leadership as the business scales.
Key Responsibilities
The Account Management Lead will be responsible for:
Leadership & Team Development
- Lead, coach and develop the Account Management team.
- Establish clear performance expectations and accountability across the function.
- Conduct regular performance reviews, coaching and talent discussions.
- Develop succession plans and build a strong pipeline of future Account Management leaders.
- Drive employee engagement and a high-performance culture across the function.
Customer Success & Portfolio Management
- Oversee customer success performance across multiple portfolios and teams.
- Monitor customer health, retention trends and key customer success metrics.
- Lead strategic customer engagements and Executive Business Reviews where required.
- Identify customer risks and ensure appropriate mitigation and recovery plans are implemented.
- Champion customer-centricity and ensure customers consistently derive value from Zeraki’s products.
Commercial Performance & Revenue Growth
- Drive customer retention, renewal and expansion performance.
- Improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
- Identify and drive expansion, upsell and cross-sell opportunities across customer portfolios.
- Partner with Finance to improve collections performance.
- Strengthen commercial forecasting and revenue visibility.
Operational Excellence & Governance
- Standardize Account Management processes and ways of working across teams.
- Ensure strong CRM governance, data quality and reporting discipline.
- Improve operational efficiency and consistency across customer portfolios.
- Review team and territory allocation to ensure effective resource utilization.
Strategic Escalation & Risk Management
- Lead the resolution of high-impact customer escalations.
- Coordinate cross-functional teams to resolve complex customer issues.
- Identify emerging customer and commercial risks and ensure timely escalation where required.
Cross-Functional Leadership
- Partner with Sales on customer handovers, enterprise account planning and expansion opportunities.
- Partner with Customer Support on escalations and service-level performance.
- Work with Product to translate customer insights into product adoption and improvement opportunities.
- Partner with Finance on revenue forecasting, collections and contract administration.
- Collaborate with Marketing on customer advocacy, success stories and reference programmes.
Qualifications
Education
- Bachelor’s degree in Business Administration, Commerce, Marketing, Education, Economics, Information Systems or a related discipline.
Experience & Skills
We are looking for someone with:
- 3–5 years of progressive experience in Account Management, Customer Success, Sales, Relationship Management or Commercial Operations.
- At least 2 years’ experience leading customer-facing teams.
- Proven experience managing enterprise or strategic customer portfolios.
- A strong track record in customer retention, revenue growth and commercial performance.
- Experience working in SaaS, EdTech, Telecommunications, Financial Services or other technology-enabled businesses is highly desirable.
- Strong experience using CRM systems and data to drive commercial decisions.
- Strong understanding of revenue management, forecasting and commercial performance.
Core Capabilities
We are looking for a leader who demonstrates:
Commercial & Technical
- Customer Success Strategy
- Strategic Account Management
- Commercial Leadership
- Revenue Growth Management
- Financial & Commercial Analysis
- CRM & Pipeline Management
- Business Forecasting
- Data Analytics
- Change Management
Leadership
- Coaching & Mentoring
- Strategic Thinking
- Talent Development
- Executive Communication
- Organizational Planning
- Conflict Resolution
- Influence Without Authority
Behavioural
- Integrity
- Love of Learning
- Highest Standards
- Deliver Results
- Hire & Develop the Best
- Manage Through Trust
- Empathy
- Have Backbone; Disagree & Commit.
How to Apply
1. Applying For Jobs That You Qualify But Not Getting Interviews?
Click Here And Get An Expert Review Of Your CV From Our Recruitment Team Plus 3 Months Job Search Assistance. Land Your Next Job Faster.
2. Register your CV with us today for a better job.
Upload your CV to be considered for jobs that match your skills, experience and career level. Upload your CV here — It's free.
3. Stay relevant in a competitive job market.
Register for short professional courses starting next month. See courses starting next month.
4. Pass Your Next Job Interview With Confidence
Learn how to confidently sell your value and negotiate best salary in interviews. Click here for interview preparation. Interview with confidence.
Job Seeker Testimonials
Since 2011 Corporate Staffing has helped over 13,000 job seekers across Kenya secure new jobs with our clients. Read our job seekers’ success stories here.