Customer Success Manager at CarePay Ltd
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