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About the Organisation
Principal: Customer Success (Airlines) job at Cellulant | Apply Now
Nairobi, Kenya
Cellulant is a leading African digital payments company focused on connecting businesses, consumers, and financial institutions through seamless, integrated mobile solutions. With a mission to provide affordable, reliable, and accessible payment services across the continent, Cellulant has built a strong reputation for driving innovation in digital finance. Recognized for its groundbreaking contributions to financial inclusion,
Cellulant’s work culture is rooted in collaboration, innovation, and personal growth, offering its employees opportunities to work in a dynamic, purpose-driven environment. The company has been evolving since its inception in 2004, expanding its reach from Kenya to multiple countries across Africa, revolutionizing how payments are made in key sectors such as agriculture, retail, and telecommunications. Its business model thrives on providing businesses with end-to-end payment solutions that leverage mobile technology, empowering millions of users to access convenient financial services.
With a growing team and a vast network of partners across 11 countries, Cellulant continues to push the boundaries of digital payments, underpinned by its core values of integrity, innovation, and customer-centricity. Through its corporate social responsibility initiatives, the company focuses on improving access to financial services and driving economic empowerment in underserved communities. For more information, visit www.cellulant.com.
Are you looking for Administrative jobs in Kenya 2025 today? then you might be interested in Principal: Customer Success (Airlines) job at Cellulant
Full Time
Deadline:
31 Aug 2025
Job Title
Principal: Customer Success (Airlines) job at Cellulant
Cellulant
Job Description
This senior leadership role is responsible for building and maintaining long-term, strategic relationships with airline partners. The incumbent will oversee onboarding frameworks, integration with systems like GDS and ERP, and continuous value delivery. Responsibilities include managing executive relationships, conducting business reviews, monitoring KPIs, and ensuring compliance with service-level agreements. The Principal will also provide industry-specific insights, represent Cellulant at aviation forums, and collaborate with internal product and engineering teams to align offerings with airline needs. Additionally, the role involves mentoring Customer Success Managers, standardizing processes, and driving revenue expansion through upselling and cross-selling initiatives.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Serve as the primary relationship owner for strategic airline partners across Africa.
Lead regular business reviews, presenting ROI analysis and market insights.
Design tailored success plans for airlines, mapping solutions to their operational needs.
Oversee the customer lifecycle (onboarding, adoption, renewal, and expansion).
Monitor account health, KPIs, SLA adherence, and payment settlement cycles.
Collaborate with product, engineering, operations, and finance teams to resolve issues.
Provide thought leadership on aviation industry trends and regulatory changes.
Develop and standardize playbooks for onboarding, escalation, and reporting.
Mentor and coach Customer Success Managers and Account Executives.
Advocate for airline customers internally, ensuring their needs inform product roadmaps.
Drive measurable outcomes such as customer retention, upsell, NPS, and satisfaction.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Essential:
Bachelor’s degree in Business, Aviation, Finance, or related field.
Proven experience in airline partnerships, customer success, or fintech/payments.
Strong understanding of airline operations, ticketing, settlements, and loyalty programs.
Excellent relationship management and executive engagement skills.
Strategic and commercial mindset with proven ability to deliver ROI.
Strong leadership and mentoring abilities.
Advantageous:
Experience with GDS, ERP, or airline payment systems.
Background in fintech, SaaS, or payment technology.
Industry recognition or thought leadership in aviation/airline sector.
Core Competencies:
Executive presence and communication.
Analytical and problem-solving skills.
Leadership and team coaching.
Commercial acumen and negotiation.
Industry insight and thought leadership.
