Group Head of Customer Success Job

Customer Service Jobs. Rose Avenue Consulting Group Jobs

A leading online platform that facilitates seamless connections between employers and highly skilled professionals across the region is seeking to hire The Group Head of Customer Success. The role is responsible for leading customer outcomes across five markets in Africa, spanning two well-established recruitment brands in West and East Africa. The role owns the definition and delivery of a unified Customer Success portfolio, standardising service principles, SLAs, and ways of working while preserving the local nuance each market requires. Success is measured by employer re-engagement, seeker re-placement, and growth in revenue per relationship over time.

The role ensures the organisation delivers consistent, high-quality customer experiences across all five markets while driving measurable commercial outcomes including employer retention, repeat demand, and Net Revenue Retention. The role holder partners closely with Matching, Commercial Operations, Country Managing Directors, Product, and Programs, and serves as the organisation’s primary sensor on match quality across the marketplace.

The role holder should be a customer-obsessed, data-driven, and outcome-oriented senior leader with deep expertise in Customer Success and marketplace operations. They must be a strategic thinker capable of operating hands-on across multiple markets, with the cross-cultural leadership skills and gravitas to manage complex stakeholder relationships at country and executive level, and proven transformation experience to build something new while keeping current operations performing.

Reports to: Chief Operating Officer (COO)

Location: Kenya or Nigeria

Key Responsibilities

Customer Success Strategy & Unified Operating Model

• Design and own the Customer Success strategy across all five markets, aligned to commercial targets and brand positioning.
• Build a single, standardised Customer Success engine covering service principles, journey standards, SLAs, escalation paths, and quality benchmarks, deliberately localised to meet the needs of each market.
• Drive a shared set of practices across countries to ensure consistent experience quality whether in Lagos, Accra, Nairobi, Kampala, or Kigali.

Employer Retention, Repeat Demand & Wallet-Share Expansion

• Design the employer experience from onboarding through renewal, focusing on time-to-value, turnaround time, and repeat demand.
• Partner with Commercial Operations and Country Managing Directors to convert Customer Success performance into measurable retention, repeat business, and Net Revenue Retention (NRR).
• Identify warm leads and recurring demand patterns from post-placement insight and hand off to Commercial Operations and Country Managing Directors to convert.
• Own QBRs, proactive talent pipeline updates for recurring hiring needs, and executive-level employer recovery where required.

Seeker Lifetime Value & Re-Placement

• Ensure seekers placed today return to the organisation for their second, third, and fourth role across their careers.
• Deliver re-engagement, progression, and career-ladder experiences that drive seeker re-placement across blue-collar to light blue to white-collar progression.
• Own seeker activation as a core metric, turning registered seekers into active applicants through self-service, help content, nudges, and automated support, in coordination with Marketing on digital seeker demand.
• Lead continuous improvement of seeker support channels to scale quality without scaling cost linearly.

Voice of Customer & Feedback into Matching, ICPs, and Product

• Use frontline insight to identify where ICPs are or are not fulfillable, where match quality is degrading, and where strategy needs to be updated.
• Provide VoC and frontline insight to the Head of Matching to refine ICPs over time, playing a consultative role on demand-side ICPs while owning seeker-side experience design.
• Stand up a regional VoC programme (NPS, CSAT, CES, churn diagnostics, exit interviews) and convert insight into prioritised action across Matching, Product, and Commercial Operations.

Customer Success Decision Rights

• Approve CS-side SLA commitments to ensure that service commitments made by Commercial are deliverable by in-country CS teams.
• Lead recovery interventions for at-risk strategic accounts.
• Govern the playbook for at-risk customer churn recovery.

Programs Partnership

• Feed employer demand signals and seeker frontline insight into programme design, curriculum, skills development, and pipeline readiness.
• Ensure frontline learnings shape programme delivery and impact measurement across all five markets.

Team Leadership & Country Operations

• Lead in-country CX teams and contact centre operations across Nigeria, Ghana, Kenya, Uganda, and Rwanda on a solid-line basis.
• Set staffing models, shift patterns, capacity plans, and quality assurance frameworks, balancing service quality with cost-to-serve.
• Coach country CX leads, build a strong regional bench, and foster a high-performance, customer-obsessed culture.

Technology, Tools & Automation

• Own the CRM, ticketing, telephony, chat, knowledge base, quality monitoring, and workforce management platforms across all five markets.
• Identify and deploy automation, self-service, and AI-assisted support to improve response times, resolution rates, and cost-to-serve.

Key Performance Indicators:

Two-Sided Marketplace Outcomes (Primary) 
• Employer repeat demand rate 
• Seeker re-placement rate 
• Net Revenue Retention (NRR) 
• Post-placement retention at 30 / 60 / 90 days 
Customer Sentiment 
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) across seekers and 
employers in all five markets 
• Employer churn rate and churn reason diagnostics 
Service & Operations 
• First response time, average handling time, first-contact resolution, and SLA adherence 
• Ticket deflection rate and self-service resolution rate 
• Cost-to-serve per employer and per seeker 
• Quality assurance scores and contact centre compliance metrics 
Team & Consistency 
• Team engagement, attrition, and internal promotion rates within Customer Success 
• Consistency of Customer Success performance and standards across the five markets 

Qualifications & Experience

• Bachelor’s Degree required; postgraduate qualification (MBA or equivalent) is an advantage.
• Minimum 10 years of experience in Customer Success, Customer Experience, or Customer Operations, with at least 4 years in a senior leadership role.
• Experience in a two-sided marketplace or platform business is essential, including recruiting platforms, staffing/workforce businesses, gig marketplaces, or B2B/B2C platforms with strong repeat-buyer dynamics.
• Track record of owning a revenue line or NRR target, not just partnering with commercial teams, but carrying a commercial number.
• Proven track record leading Customer Success or service operations across multiple African markets (Pan-African or multi-country experience is essential).
• Demonstrable experience managing contact centre operations, including workforce management, quality assurance, and telephony/CRM platforms.
• Experience managing and developing distributed teams of 50+ across multiple geographies.

Technical Competencies:

• Deep fluency in Customer Success and marketplace metrics (NRR, repeat demand, retention cohorts, LTV, CSAT, NPS, CES, churn analysis).
• Strong command of CRM and contact centre platforms (e.g. Salesforce, HubSpot, Zendesk, Freshdesk, Intercom, Genesys, or similar).
• Experience deploying automation, chatbots, and AI-assisted customer support.
• Commercial acumen with the ability to translate Customer Success performance into revenue, retention, and margin outcomes.

Leadership and Behavioural

• Strategic thinker who can also operate hands-on across multiple markets and time zones.
• Cross-functional influence, particularly upstream, credible in feeding insight back into Matching’s ICPs and Commercial’s expansion plays.
• Strong cross-cultural leadership skills and the gravitas to manage complex stakeholder relationships with Country Managing Directors and the Executive team.
• Change management and transformation experience, comfortable building something new while keeping the current operation performing.
• Customer-obsessed, data-driven, and outcome-oriented.
• Excellent written and verbal communication in English; additional regional or local language skills are an advantage.

How to Apply

send your updated CV to this email
address:recruitment@racg.co.ke