Customer Success Associate - Kisumu

About Fresh Life
Candidates can submit their applications directly via email to talent@fresh-life.org.

Fresh Life is founding partner of The Sanergy Collaborative and an award-winning social enterprise dedicated to transforming urban sanitation in fast growing cities in Africa. Operating in Nairobi, Kisumu, and Eldoret, and Lusaka, Zambia, we provide non-sewered, end-to-end sanitation solutions that ensure urban residents living in informal settlements can access dignified sanitation services.

Our work is aligned to SDG 6 and we partner with the government to develop and deliver safe sanitation and waste management for urban residents. Fresh Life has been operational since 2011, and currently serves 300,000 urban residents daily across 4 cities. We safely remove approx. 20,000T of sanitation waste per year, and mitigate 30,000 tons of CO2 equivalent from being released into the atmosphere.

We have built a diverse team of 400+ professionals committed to making sanitation accessible for all. Our work has been recognized globally by the Bill & Melinda Gates Foundation and Fast Company as one of the world’s most innovative organizations doing social good.

About the role

The Customer Success Associate oversees the entire customer lifecycle, from raising awareness and ensuring prompt, complete payments. You are responsible for attracting and retaining customers by delivering excellent service, quickly resolving issues and supervising the maintenance of high standards of sanitation and hygiene by customers and our waste collections team. The role ultimately involves cultivating customer loyalty and advocacy by providing a smooth, positive experience at every stage of the journey.

Duties and Responsibilities

1. Service (Operations)

Train Fresh Life Operators (FLOs) and tenants on proper toilet use, management, and hygiene standards.
Set clear expectations with customers regarding payment timelines, hygiene requirements, and communication protocols.
Identify, report, and follow up on operational issues to ensure timely resolution.
Maintain accurate customer records, including contact details, franchise agreements, and onboarding documentation.
Promote high sanitation standards through customer coaching, refresher training, and corrective actions where necessary.

2. Retention

Maintain regular engagement with customers through scheduled field visits, calls, and other approved communication channels.
Proactively identify and address risks that may lead to customer closures and support the reactivation of inactive toilets.
Deliver a positive customer experience that drives customer satisfaction, retention, and referrals.
Conduct regular account reviews to verify billing accuracy and promptly resolve any discrepancies.
Drive timely invoice payments through customer follow-up, prepayment management, and structured repayment plans for customers in arrears.
Ensure the operational status of toilets in the field accurately matches system records to support correct invoicing and reporting.
Apply effective communication and problem-solving skills to address customer payment challenges.

3. Advocacy

Deliver excellent customer service to build trust and strengthen customer relationships.
Encourage satisfied customers to refer new customers to Fresh Life.
Collect and share customer feedback to support continuous service improvement.
Build and maintain strong relationships with key account customers.

Qualifications

Diploma/ Degree in Business Management / Accounting / Finance / Sales
Previous Experience in customer service and credit management.
Experience in using an ERP system or Excel
Good Communication, problem-solving, and computer literacy skills are desired
Physically fit, can walk daily for long hours.

Application Deadline

12th June 2026

If you experience any challenges while submitting your application, please reach out to us at talent@fresh-life.org for support.

Kisumu

Apply Now!