Customer Success Manager

Okra’s Context

At Okra Solar, we’re on a mission to bring Power to the People by unlocking opportunities through energy access for everyone in the world.

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Over 650 million people still live without electricity. At a time where technology such as mobile devices, productive agritech and AI are becoming more accessible than ever, we believe that access to energy is the first step toward opportunity and growth.

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That’s why we built Mesh-Grid technology that energizes off-grid households at a fraction of the cost of traditional off-grid energy solutions. We supply the tech we specialise in to local energy companies, who go out and deliver affordable, reliable energy to last mile communities.

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The role

In order to execute on the mission to 100% energy access for all - we are looking for a Customer Success Manager to join the team!

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As a Senior Customer Success manager, you will be responsible for the optimisation and growth of the accounts under your management. This means building new pipelines, helping our customers develop projects and optimising the deployed projects to ensure they meet financial model metrics. You will also work with other teams within Okra, providing feedback from customers and your experience to help shape the direction of our products and technologies.  

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If you’re excited about using technology to create a tangible impact in rural electrification and want to help shape the future of energy access, join us.

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Responsibilities

• Sign off on Project Development
  • Work hand in hand with customers to align on project targets (Capex sizing, Capex costs, expected ARPU - average revenue per user, opex costs) to ensure last-mile energy projects are developed that can be delivered and achieved in reality.
• Customer Lifecycle and Success Management
  • Lead customer onboarding onto Okra Harvest Software Platform.
  • Build deep relationships with customer stakeholders (Field Ops, Tech Teams, Executive Sponsors)
  • Manage accounts as if they are your partners - Deliver Business Reviews, do office visits - work side-by-side with your accounts to ensure project success.
  • Ensure customer KPIs are hit so their projects are commercially viable - track ARPU, Opex costs, areas for optimisation and encourage action by our partners to improve their portfolio performance.
  • Support Customers to develop new pipeline and scale their energy business so they can bring more power to the people!
• Issue Resolution & Product Feedback
  • Triage support issues where escalation is needed from support team and they require a senior account manager to make key decisions.
  • Maintain visibility over complaints from your accounts (warranty claims, repeat faults, etc).
  • Close feedback loop between your accounts (the customer) and our internal teams - mainly support, product and engineering teams so we can keep improving our product offerings.

Required Experience

• 4 - 5 Years of work experience in the Energy Sector (preferably off-grid / rural electrification)
• Experience in Infrastructure Project Development
• Project Management Experience
• Experience in developing a pipeline for energy projects.
• High level of Computer Literacy

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Hard Skills

• Google Suite (Google Sheets, Slides, Docs, Drive)
• Data processing skills (Using Google Sheets)
• A high level of literacy with digital tools, ideally ;
  • Airtable for managing tasks, structuring data, creating automations.
  • Confluence / Notion for documentation.
  • Slack for chat / communications.
  • Google Drive for document storage.
  • Google Slides for slide design.  
  • Docsend to create datarooms.
  • AI Tools : Claude / ChatGPT / Gemini: for research, building context folders, GPTs and tools.

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Soft Skills

• Willingness to learn: Openness to new knowledge, techniques, and continuous improvement.
• Excellent communication skills and ability to work with non-technical teams.
• Collaborative mindset: Ability to work effectively with others, lifting teammates up, learning together, and sharing wins and failures.
• Balanced drive: Passionate about your work while maintaining a healthy pace to avoid burnout and sustain excellence.
• Experimentation and adaptability: Comfortable running experiments, learning from results, and adapting quickly to changes.
• Transparency and openness: Open to sharing and receiving ideas and feedback candidly.
• Integrity and respect: Ability to make ethical decisions even during challenges, acting with honesty and respect.
• Builder Mindset - Does not just log problems, but comes up with proactive solutions.

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Nice to Have

• University graduate (preferably with a business or engineering background)
• Experience in preparing materials for project fundraising
• Background in B-2-B Hardware Customer Success

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Growth Opportunities

• Work with a wide variety of energy developers, giving you a unique opportunity to experience different business models and learn from a wide variety of industry leaders.
• Okra is a rapidly growing company with operations expanding to other African markets. There is ample growth opportunity within Nigeria and in the future, more regional and global roles.
• Learn to build robust processes and gain deep exposure to a variety of business operations, ranging from Hardware Engineering to Business Strategy.