Customer Success & Credit Associate - Nairobi
About Fresh Life
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 & Credit Associate is responsible for managing customer relationships while driving timely collections and supporting customer retention. The role oversees the customer lifecycle from onboarding and engagement to account management and payment follow-up.
The successful candidate will have experience in credit management, debt collection, accounts receivable, customer account management, or a related field. They will be responsible for ensuring customers receive excellent service, remain compliant with Fresh Life standards, and maintain timely payments.
Duties and Responsibilities
1. Credit Management & Collections
Drive timely invoice payments through customer follow-up and collections activities.
Monitor customer accounts and outstanding balances.
Negotiate and implement repayment plans for customers in arrears.
Conduct account reviews and resolve billing discrepancies.
Maintain accurate customer payment records and account information.
Escalate delinquent accounts and support recovery efforts as required.
Apply strong communication and problem-solving skills to address payment challenges.
2. Customer Success & Retention
Maintain regular engagement with customers through field visits, calls, and other approved communication channels.
Identify and address risks that may lead to customer closures.
Support the reactivation of inactive toilets and customers.
Deliver a positive customer experience that drives customer satisfaction, retention, and referrals.
Build and maintain strong relationships with key customer accounts.
3. Service Operations
Train Fresh Life Operators (FLOs) and tenants on proper toilet use, management, and hygiene standards.
Set clear expectations 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 onboarding documentation and agreements.
Promote high sanitation standards through customer coaching, refresher training, and corrective actions where necessary.
Ensure operational status in the field accurately matches system records to support correct invoicing and reporting.
4. Customer 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.
Qualifications
Diploma or Degree in Business Management, Accounting, Finance, Credit Management, or a related field.
At least 1–2 years of experience in credit control, debt collection, customer account management, or customer service with collections responsibilities.
Experience managing customer accounts and following up on payments.
Proficiency in Excel and ERP systems.
Strong negotiation, communication, customer service, and problem-solving skills.
Physically fit and comfortable walking long distances daily in the field.
Application Deadline
16th June 2026
If you experience any challenges while submitting your application, please reach out to us at talent@fresh-life.org for support.