Customer Success Lead (9-Month Contract)

About Learn.ink

Learn.ink is a digital learning platform built for Africa, providing accessible, engaging training for agents and frontline workforces. Launched in 2020, the platform now issues over 100,000 certifications every month.

Our mission is to unlock productivity by making learning fun, free, and easy to access—even in low-connectivity and low-literacy environments. Through gamified, conversational learning and measurable skill certification, we connect training directly to economic outcomes for both workers and companies.

By giving every worker a digital record of their qualifications, Learn.ink empowers people with recognised skills, greater opportunity, and the respect they deserve—while helping businesses build more capable, productive teams across emerging markets.

About The Role

Learn.ink is seeking a highly motivated individual to join our team as a Customer Success Lead. This is a unique, hybrid role, split 50/50 between:

• Customer Success: Owning a defined portfolio of Learn.ink mid-tier/enterprise customers in East Africa, ensuring their health, driving platform adoption, and identifying opportunities for increased value. Building on and co-creating playbooks and systems.

• Project Delivery: Managing a high-impact initiative, including the oversight of two strategic customer pilots to use newly developed AI features on the Learn.ink platform to support the continuous training of their agent networks.

This role is tied to a specific project and customer set, making it ideal for a structured and hands-on professional who thrives on combining rigorous delivery with direct customer engagement.

Key Responsibilities

• Customer Success Management

• Own the success and health of a dedicated portfolio of mid-tier/enterprise customers

• Conduct regular customer check-ins to review progress and gather feedback

• Monitor customer health, usage, and engagement metrics to ensure consistent value delivery

• Learn, apply, and refine existing onboarding and success playbooks to drive product adoption

• Collaborate closely with the Support and Product teams to efficiently resolve customer issues

• Identify opportunities for value expansion through new upsell initiatives

• Project Management

• Act as the primary project manager and day-to-day owner for a key strategic initiative.

• Coordinate effectively across internal teams, partner organizations, and external stakeholders

• Manage project timelines, track milestones, and ensure all deliverables are met on schedule

• Conduct hands-on workshops and field research with partners as part of project delivery, with travel required in Kenya

Role Requirements

• 5+ years of experience in a role focused on problem-solving, customer success, and/or project management, preferably in a technology-related environment/sector

• High autonomy and outcome-driven: someone able to take ownership and responsibility for driving outcomes with mid-tier/enterprise customer stakeholders

• Analytical problem solving: looks at problems with an analytical and iterative mindset, with an ability to put structure and process to ambiguous problems

• Strong project management skills with the ability to manage multiple workstreams and stakeholders

• Strong technical skills, including data analysis and ease with learning new tech platforms, including new AI tools on Learn.ink platform

• Strong communication skills: skilled in speaking, writing, presenting, and negotiating across multiple stakeholders, from end-users in the field to senior leaders

• Enthusiasm for fast-paced environments that may lack a pre-defined playbook for success and involve significant “learning by doing”.

• Comfortable with ambiguity and building systems from scratch.

• Desire to work in a small, high-performing, remote-first team

• Experience in tech startups or early-stage Software-as-a-Service (SaaS) companies is ideal, but not required.

Note: We do not expect candidates to possess deep expertise in both project management and customer success from day one. Strong candidates may come from either background and will be provided the necessary support to grow into the full scope of the role.

What Success Looks Like

• First 3 Months:

• The strategic project is fully structured, on track, and clearly under your ownership

• Strong, positive working relationships have been established with all partners

• A power user of Learn.ink product, including the AI tools

• Proficient with critical onboarding/success playbooks

• By 6–9 Months

• Strategic project successfully launched, analysis and final reports completed by the end of the project

• Positive feedback from all project partners

• The managed customer portfolio demonstrates strong health, characterised by consistent usage, positive sentiment, and clear value realisation

• Early-stage expansion or upsell initiatives are underway with multiple customers

By the end of the contract, the role will operate at a stable 50/50 split, with opportunities at Learn.ink to continue project or customer success work based on candidate performance.

Why Join Learn.ink

• Work closely with the co-founders and a highly product-focused SaaS team

• Support an award-winning digital training platform that is responsible for delivering millions of training completions annually across the African continent

• Collaborate with leading enterprises across African markets and sectors

• Take on a role with significant ownership and visible impact on the company's mission

• Directly contribute to delivering high-quality, impactful training to early-stage smartphone and lower-income users across Africa to support livelihoods