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.