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Head of Customer Success Job Zeno
Customer Service Jobs, Zeno Jobs.
What You’ll Do:
- Lead Customer Success Strategy: Develop and execute Zeno’s customer success roadmap across East Africa, aligning with company growth and energy delivery goals.
- Team Leadership: Build and lead high-performing teams across support, operations, and community management to deliver world-class service.
- Customer Engagement: Oversee proactive communication with riders and partners, ensuring education on energy usage, maintenance, and product care.
- NPS and Feedback: Design and monitor customer satisfaction systems (NPS, CSAT, churn metrics), turning insights into actionable improvements.
- Process & Systems: Implement CRM and support platforms to manage inquiries, issue resolution, and customer data tracking.
- Retention & Loyalty: Develop programs that increase daily energy usage, repeat swaps, and long-term engagement through incentives and Zeno Points.
- Training & Development: Build customer-facing training programs for onboarding new riders, swap operators, and fleet managers.
- Cross-Functional Collaboration: Partner with Product, Engineering, and Operations teams to close feedback loops and improve performance and reliability.
- Crisis Management: Lead communication during outages or service disruptions, maintaining trust and transparency with customers.
- Regional Oversight: Manage multi-country expansion of support systems, ensuring consistency and cultural relevance across markets.
What You Bring:
- 5+ years of experience in customer success, customer experience, or operations leadership (experience in EV, energy, fintech, or mobility sectors is a plus).
- Proven record of scaling customer-facing teams and systems across multiple markets or regions.
- Strong operational background with comfort in data analytics, customer metrics, and CRM tools.
- Exceptional communication and empathy skills, with the ability to translate customer needs into actionable strategies.
- Experience building and leading distributed or field-based teams.
- Strategic mindset paired with a bias for action — equally comfortable in the field or in the boardroom.
- Bachelor’s degree in Business, Operations, or a related field (advanced degree preferred).
- Passion for sustainability, mobility, and improving lives through technology.
How to Apply
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