Customer Success Manager / Relationship Manager / Account Manager

Role Description This is a part-time, remote role for a Customer Success Manager / Relationship Manager / Account Manager. The person in this role will serve as the primary point of contact for incubated startups, ensuring a positive, responsive, and inclusive experience throughout their journey. Day-to-day responsibilities include onboarding new startups, understanding their goals, and proactively guiding them to relevant programs, mentors, and resources. The role involves monitoring engagement, tracking satisfaction, and implementing strategies to improve customer retention and program outcomes. The individual will regularly hold check-in meetings, respond to inquiries, manage feedback, and collaborate with internal teams to enhance services and processes. Documentation of interactions, preparation of simple reports, and contribution to best practices for supporting entrepreneurs with disabilities are also key parts of this role.

Qualifications

• Strong customer-facing skills, including Customer Service and Customer Satisfaction, with a focus on empathy and inclusive communication.
• Proven Relationship Building and Customer Retention abilities to maintain long-term, trust-based connections with startups and partners.
• Solid Analytical Skills to interpret feedback, engagement data, and program performance, and to propose actionable improvements.
• Excellent verbal and written communication skills in English; additional languages relevant to Africa and MENA are a plus.
• Experience in account management, customer success, community management, or program coordination, preferably in startups, impact organizations, or incubators.
• Comfort working in a fully remote, digital environment and using online collaboration, CRM, and communication tools.
• Demonstrated commitment to inclusion, accessibility, and working respectfully with people with disabilities.
• Bachelor’s degree in business, communications, social sciences, or equivalent practical experience is preferred but not mandatory.