I'm looking for a fast-moving, growth-stage B2B SaaS company where I can build and scale customer success and delivery across distributed, multi-market teams. I want ownership of the function: onboarding, retention, renewals, customer health, and the systems that make outcomes repeatable.
Open to opportunities
Tracy Matia
@tracymatia
Customer Success & Ops leader. Built CS from zero and scaled the book 7x across 3 regions. I turn product into outcomes customers act on.
KenyaWhat I'm looking for
Customer Success and Operations leader who builds the systems that let B2B SaaS companies scale delivery without losing quality. At Lima Labs I built the Customer Success function from zero and grew the enterprise book 7x, from 2 to 15 enterprise clients across three regions, owning onboarding, retention, delivery governance, and budget. I report to the board, manage a distributed team across time zones, and turn product capability into outcomes customers can actually act on.
I work best in fast-moving, early-to-growth-stage environments where the playbook does not exist yet and someone has to build it: the onboarding process, the health-scoring and review cadence, the escalation paths, the renewal motion. I have done this in a seasonal industry where most of the portfolio activates inside the same window, which leaves little room for ad-hoc execution.
Experience
Work history, roles, and key accomplishments
LL
Current
Head of Customer Success Ops
Lima Labs
Jan 2025 - Present (1 year 5 months)
Built the Customer Success function from zero at Lima Labs and grew the enterprise book 7x (2 to 15 clients) across three regions. Led onboarding, health scoring, delivery governance, and renewals, cutting time-to-value from ~1 month to a structured 2-week process and managing a distributed team of 5 with full budget ownership.
LL
Senior Product Manager - Delivery
Lima Labs
Jan 2023 - Jan 2025 (2 years)
Owned delivery and product adoption across enterprise accounts, replacing ad-hoc updates with a three-tier cadence (weekly to operating teams, monthly to client executives, quarterly QBRs). Reshaped product outputs by user role after data showed adoption was breaking at the interface level, and built the first Customer Success team to scale without service disruption.
LL
Product Manager (First PM Hire)
Lima Labs
Jan 2022 - Jan 2023 (1 year)
Joined as the first product manager and replaced spreadsheet-based delivery with the company’s first web application, forming the platform foundation for reliable customer delivery. Owned the full product roadmap as the sole PM, prioritizing what customers actually used rather than internal preference.
OF
Program Manager - Field Ops & Innovation
One Acre Fund
Jan 2021 - Jan 2022 (1 year)
Led two concurrent technology-enabled programs across distributed field environments at population scale, coordinating field, data, and technology teams across 2,400+ sites. Designed and shipped a USSD-based platform that enabled users to access content from any basic mobile phone, scaling reach past one million users without scaling field staff.
AN
Co-Founder / Entrepreneur in Residence
Antler
Jan 2020 - Jan 2021 (1 year)
Co-founded an AI startup from concept through investor pitching in Antler’s East Africa cohort, owning product, partnerships, and go-to-market under time pressure. Built the startup’s execution plan and progressed it toward investor-ready storytelling and delivery.
BH
Business Analyst - Commercial
Britam Holdings
Jan 2019 - Jan 2020 (1 year)
Supported the Commercial Director through a company-wide consolidation of commercial functions, translating transformation strategy into operational execution across business units. Coordinated analysis and delivery work to drive alignment across stakeholders in a multinational financial services environment.
GC
Wealth Manager / Strategy Manager
Genghis Capital
Jan 2015 - Jan 2019 (4 years)
Advanced from wealth management into the CEO’s office, leading new product launches including a retail investment app. Drove digital transformation and cross-department delivery to support execution on multiple strategic initiatives.
Education
Degrees, certifications, and relevant coursework
University of East London
Master of Business Administration, Business Administration
Master of Business Administration (MBA) at the University of East London, completed in 2025.
Strathmore University
Bachelor of Commerce, Commerce
Bachelor of Commerce (BCom) from Strathmore University.
Project Management Institute
Project Management Professional (PMP), Project Management
Earned the Project Management Professional (PMP) certification from the Project Management Institute.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
KenyaAuthorized to work in
Salary expectations
90k-110k USD
Social media
Job categories
Skills
customer success strategyCustomer Success OperationsOnboardingTime To ValueRetentionRenewalsCustomer Health Score ProgramCS PlaybooksProcess DesignDistributed Team LeadershipRemote Team LeadershipCross Functional CollaborationQBR FacilitationMulti Market LeadershipBudget OwnershipExecutive ReportingData Driven Decision MakingCustomer Health MonitoringEscalationsAdoption & Delivery CadenceWeb Application DeliveryUSSD PlatformOKRsDashboardsHubSpotNotionRetoolAdvanced ExcelGoogle SheetsPMP
Interested in hiring Tracy?
You can contact Tracy and 90k+ other talented remote workers on Himalayas.
Message TracyFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
