Lydiah Mucheru

Providing senior-level consulting to high-growth tech and fintech companies across East Africa, embedded as Head of Customer Success and Operations.

Working with founders and leadership teams to design and stand up the operational infrastructure that early and growth-stage companies need but rarely have: customer success frameworks, onboarding systems, cross-functional rhythms, and the escalation

Provides senior-level consulting to high-growth tech and fintech companies across East Africa, embedded as Head of Customer Success and Operations. Designs and implements operational infrastructure including customer success frameworks, onboarding systems, and retention structures.

Stepped into an interim leadership mandate to build and own the customer success function for a fintech infrastructure company serving banks, fintechs, and payment service providers across Africa.

Led the full customer lifecycle from onboarding through post-implementation success, managing complex, high-stakes deployments for major financial institutions across Nigeria, Benin, Kenya, and Ghana. O

* Lead the planning, execution, and delivery of technical projects within scope, budget, and timeline.
* Define project scope, objectives, and deliverables in collaboration with stakeholders.
* Develop and maintain detailed project plans, schedules, and resource allocation
* Serve as the primary point of contact for internal and external stakeholders regarding project status, issues, and dependenc

At Copia, I led cross-functional projects that improved operational efficiency, product performance, and customer experience across the company’s fast-growing e-commerce and last-mile delivery network. My role combined structured project delivery with hands-on problem-solving in dynamic, high-volume environments.

I worked closely with product, technology, and commercial teams to design and roll o

At JamboPay, I managed technology implementation projects that strengthened digital revenue collection and e-payment systems for government agencies and enterprise clients. My role centered on coordinating multiple stakeholders, ensuring on-time system deployment, and driving adoption through structured rollout plans and ongoing support.

I worked closely with public sector partners and internal e

Internship at Heritage Hotels Ltd in Kenya, gaining experience in hotel operations and customer service.

Bachelor of Science in Information Technology with a focus on Information Technology Project Management.