Role Description

The Customer Success Manager (CSM) – Kenya owns the end-to-end success, growth, and retention of CarePay’s Kenyan client portfolio. The role is responsible for ensuring clients derive measurable financial, operational, and health impact from the M-TIBA platform while driving sustainable revenue growth for CarePay.

The CSM acts as a trusted advisor to senior client stakeholders, leads complex change initiatives, and ensures deep adoption of CarePay’s full product offering across payers, providers, and members. This is a senior role, positioned above Account Lead, with strategic, commercial, and leadership accountability.

Strategic Account Ownership

• Own overall client success, retention, and growth for assigned Kenyan accounts
• Develop and execute account success plans aligned to client objectives and CarePay strategy
• Lead weekly, monthly, quarterly and annual business reviews using M-TIBA insights

Stakeholder & Ecosystem Management

• Build executive-level relationships with insurers, employers, private and public-sector stakeholders
• Navigate Kenya’s healthcare ecosystem, including providers, regulators and partners
• Coordinate closely with the internal operational teams to ensure effective onboarding and compliance

Revenue Growth & Product Adoption

• Drive account expansion through member growth, scheme expansion, and module adoption
• Lead pilots and scale-ups of new CarePay products relevant to the Kenyan market
• Support clients in unlocking new segments (SMEs, informal sector, retail micro products)

Service Delivery & Operational Excellence

• Ensure high-quality service delivery in line with SLAs and TATs
• Oversee scheme setup, benefit configuration, and member lifecycle accuracy
• Proactively identify and resolve operational risks (off M-TIBA usage, leakages, provider friction)

Client Health, Impact & Change Management

• Own client health metrics including NPS, adoption, operational performance, and savings
• Lead complex change initiatives from legacy systems to digital-first workflows
• Act as escalation owner for high-impact client issues

Leadership & Internal Collaboration

• Provide functional leadership and coaching to Account Leads, Analysts, and Support staff
• Collaborate with Product, Tech, Operations, Finance, and Provider teams
• Feed Kenyan market insights into product and process improvements

Experience & Skills 

• 7–10 years’ experience in customer success, account management, insurance, fintech, or healthcare
• Proven experience managing complex Kenyan healthcare clients
• Strong commercial, analytical and stakeholder management skills
• Deep understanding of Kenya’s healthcare and insurance landscape