Please note: This is a US-based remote position.

Company Overview:

Africa AI is the leading impact startup in Kenya helping US companies outsource time-consuming tasks. We’re in a highly antiquated BPO industry and so our refreshing high quality / low cost approach combined with great service has clients coming to us faster than we can keep up. Our ultimate goal is to help companies gain operating leverage in surprising, high-impact ways across departments by utilizing dedicated teams in Kenya for highly necessary, but highly time-consuming workflows. Currently, all sales and customer success efforts are taken up by Africa AI’s COO and VP Sales, and we’re looking for a rockstar to come build out our Customer Success department and processes from scratch.

Expectations:

As the first Customer Success (and second GTM) hire at Africa AI, you’ll be a trusted advisor to our customers, partners, and internal leadership team. You will manage the overall post-sale relationship with our most important clients (often C-Suite execs and direct reports), oversee the onboarding process and drive satisfaction, retention, and growth throughout the customer journey. You will understand/manage customer expectations and success metrics, as well as create and execute the strategies to ultimately achieve these goals. You will advocate customer needs and share wins and learnings across departments, and act as the Voice of the Customer in helping shape company strategy and positioning. You’ll serve as a critical link between our US-based customers and our Kenya-based delivery team to ensure ultimate project success. You’ll wear a ton of hats - CSM, CXO Leader, Partnership Manager, Project Manager, Recruiter, Team Lead, and everything in between. Most importantly, you’ll leave an undeniable mark on Africa AI and the way we work with customers.

Opportunities:

We are well-funded and growing quickly and sustainably - you will be instrumental in continuing that progress. The nascent Customer Success organization offers a unique opportunity to come in, have an immediate impact, and grow with a near limitless ceiling. These opportunities include:

• Building out and defining the Customer Success department from scratch

• Working as the counterpart and thought partner to C-Suite stakeholders of well-known clients

• Traveling to conferences across the country to meet with current/prospective clients

• Working closely with our Kenya-based Delivery Team and Project Managers to establish best practices to ensure the best outcomes for our customers

The Fit:

Your clients love you, trust you, and have more confidence in your company because of you. You’re great at building genuine relationships, can manage them through ups and downs, and you’re not afraid to respectfully push back when needed. You’re highly committed to the success of your customers, and you show it through great communication, proactivity, and high engagement. You thrive in a high-growth, dynamic, fast-paced, and remote entrepreneurial environment. You’ll need to empathize with our customers across many industries and work with colleagues and partners across multiple continents on a daily basis. You’re analytically inclined, like to lead with data and tend to create dashboards to increase visibility and ensure nothing slips.

Desired Experience:

We’re looking for 5-7+ years of technical services, customer success, account management, partnership, and/or management consulting experience, ideally with a services or SaaS-based startup. Startup experience working across a variety of departments is a huge plus!

Desired Skill Sets:

Curious & passionate about unearthing and solving challenges (you naturally find yourself going to where the problems are)

• Extremely well-organized (your Gdrive foldering system is like your sock drawer - neat)

• Self-starter and self-driven (you don’t wait around for instructions, you create a plan and execute)

• Effective communication & presentation skills (verbal and written)

• Familiarity with SaaS businesses and the roles and responsibilities of various departments within a typical SaaS company

The Benefits:

• Work with smart, amazing colleagues within an entrepreneurial environment

• Competitive comp & benefits

• Mission-driven company with a deep impact

• Sky-is-the-limit potential - there is no ceiling for you at Africa AI and we promote great people quickly

• Fully remote, unlimited PTO

• Annual trip to Kenya

Our Founding Story:

Underserved workers in East Africa have little-to-no tools to achieve financial security, higher education, or secure dignified work. This problem is compounded by lack of access to finance, and the lure of illegal activities to provide for basic needs like food.

Africa AI developed organically from Vas and John’s work at an orphanage near Nairobi. When orphans turned 18 years old, they were kicked out of orphanages with no support, job skills, or belongings, and often returned back to the slums from which they were rescued.

After forming a computer literacy program, we quickly saw the need to translate training into actual jobs. We realized that low skilled workers are a perfect fit for data labeling work, so we pivoted to vocational training and became a feeder for Kenyan data labeling companies. After that, we saw our workers outperform their college graduate peers and get promoted at higher rates. We knew we were onto something, so we branched out and began our first Africa AI computer lab.

We’ve since expanded to five offices with over 500 workers across Kenya in less than two years. We believe East Africa is the next frontier for the business process outsourcing sector, which will enable low-skilled workers to leapfrog traditional paths and solve African youth unemployment on a massive scale.