Client Success Analyst

As a Client Success Analyst, you’ll be the main point of contact for a portfolio of healthcare clients. You’ll onboard them, train their teams, and make sure they get real value from Savannah’s solutions, from the first day through renewal. This role requires excellent communication, a genuine passion for healthcare technology, and the judgment to know when a client needs support, when an issue needs escalating, and when there’s an opportunity worth passing to our commercial and sales team. You’ll be the voice of the client inside Savannah and help shape how our products grow.

What you’ll do

Own relationships with your assigned clients; provide ongoing support and first-line account management

Become a trusted expert in Savannah’s products and how clients use them in their day-to-day work

Understand each client’s goals and build success plans that tie Savannah’s solutions to measurable outcomes

Onboard new clients and drive adoption through training sessions, webinars, guides, and FAQs; keep clients informed about product updates and support them through changes to their workflows

Visit clients regularly and keep accurate records of interactions, visits, and training plans in our CRM

Run regular account reviews with client leadership to review adoption, value delivered, and upcoming priorities

Escalate client issues to the relevant internal teams, such as Support, Engineering, or Product, and follow them through to resolution

Monitor client satisfaction and engagement; spot at-risk clients early and develop strategies and retention initiatives to keep them

Identify and refer potential sales opportunities to our sales and commercial team, and work with them to ensure timely contract renewals

Champion client success stories and testimonials that show the value of Savannah’s solutions

Be the voice of the client inside Savannah; gather feedback, identify trends, and share insights with the Commercial, Marketing, Product, and Support teams

Collaborate with management, developers, business analysts, and relationship managers to plan, design, develop, test, and maintain solutions that deliver value to clients

Work with engineering and operations to standardize, scale, and enhance our products based on client feedback

Conduct systems analysis to find ways to improve client operations and efficiency, and make recommendations to management on technology and relationship management

Track customer success metrics such as retention, satisfaction, and renewal rates, and report on trends to internal stakeholders

Handle client and patient data responsibly, in line with Savannah’s policies and Kenya’s data protection and digital health regulations

Join out-of-hours support when clients need us

You may be a fit if

You have a Bachelor’s degree in Business Administration, Information Technology, Healthcare Management, or a related field

You have 1–2 years of experience in account management, customer success, or client support, ideally in healthcare or technology

You have a track record of building strong client relationships and delivering exceptional service

You know Kenya’s healthcare technology landscape; experience with EMR/HMIS systems, is a plus

You’re a strong communicator who builds trust with different stakeholders, and you’re confident both training system users and presenting to senior leadership

You have good commercial instincts; you can spot when a client could get more value from Savannah and know when to bring in the sales and commercial team

You pick up complex software quickly and are comfortable working with CRM tools

You’re analytical; you can read data, spot trends, and turn them into action

You understand the importance of data privacy in healthcare, and familiarity with Kenya’s Data Protection Act is a plus

You’re organized, proactive, and calm when managing client expectations under pressure

You’re comfortable travelling to client sites and available for out-of-hours support when needed

What we offer

Great mission and company culture

Impactful work across the Healthcare sector

Growth Opportunities

Health and Medical Insurance