Who We Are
At EarthEnable, we believe that our clients deserve our very best, that work should be fun, and that the best ideas could come from any part of the company. We celebrate each other’s wins, learn from our setbacks, and are deeply proud of the impact we make every day. We believe a home that doesn’t make you sick means more than living disease-free. It means pride and dignity in the place our customers most treasure: their homes. Being a part of our team means more than building housing products: it means building an organization and building a better future for rural families.
What We Do
EarthEnable is transforming the way people live, by making homes healthier for families across rural Rwanda, Uganda, and Kenya. 80% of Rwandans live in homes with dirt floors which are dusty, unsanitary, and fertile breeding grounds for parasites and germs. While replacing a dirt floor with concrete has significant health benefits (e.g. reducing diarrhea by 50% and parasitic infections by 80%), concrete is unaffordable for many who need it, and is also responsible for 8% of global carbon emissions.
EarthEnable addresses this pressing and ubiquitous problem by selling high-quality, earthen housing products like our flagship floor that is 80% cheaper than concrete with 90% less embedded energy. Earthen floors, plasters, and blocks are composed of natural materials (gravel, clay, sand, and laterite) and sealed with a proprietary drying oil that makes them waterproof, strong, and polished. In our first decade of operations, EarthEnable has installed ~60,000 products for over 300,000 individuals and created livelihoods for over 1,300 people. See our new product – a full house – here!
About the Role
The Director of Customer Success owns the full customer experience in a fast-scaling, affordable housing and construction environment. This role exists to ensure that every customer receives a high-quality floor and plaster product, delivered with care, integrity, and consistency, and that customers are fully set up for long-term success. This is not a passive service role. It is a senior leadership position with clear authority to protect the customer, the product, and the brand. The Director of Customer Success is accountable for quality as experienced by the customer, truthful and complete sales communication, customer education, and decisive resolution of issues. Where standards are not met by the operations team, this role has the mandate to intervene, escalate, and stop activity until issues are corrected. This role will also ensure we have the right processes and procedures to serve our customers, mason and Customer Sales Officers by identifying their challenges based on both qualitative and quantitative data to prioritize solutions that ensure their success
Strategic Mandate
In our context as EarthEnable, our customers are making significant, often once-in-a-lifetime investments. Failure is not an option. This role ensures:
- Customers get exactly what they were promised — no gaps, no surprises.
- Quality issues are identified early and eliminated at source.
- Sales growth never comes at the expense of customer trust.
- The organization scales without compromising care, quality, or credibility.
Key Responsibilities
Customer Experience Ownership
- Define the end-to-end customer journey from first sales engagement through delivery, installation, and post-build support.
- Set and enforce clear customer experience standards across all touchpoints.
- Ensure customers are treated with dignity, transparency, and urgency at all times.
- Enforce internal authority on what constitutes an acceptable customer experience.
Product Quality & Field Excellence
- Own customer-facing quality standards for floors and plasters across all markets.
- Work directly with production, construction and sales teams, and quality control to prevent defects, rework, and failures.
- Lead root-cause analysis on quality issues and ensure corrective and preventive actions are implemented and sustained.
- Track quality trends by region, product, and team, and drive targeted improvements.
Sales Integrity & Customer Readiness
- Partner with Sales and territory leadership to ensure customers receive accurate, honest, and complete information before purchase.
- Ensure no product is sold without customers understanding usage limitations, construction materials requirements, construction timelines and maintenance responsibilities.
- Approve and enforce sales scripts, materials, and disclosures.
- Exercise stop-sales authority where sales practices, messaging, or product readiness risk customer outcomes.
Customer Education & Empowerment
- Ensure every customer is properly educated on floor and plaster care, maintenance, and expected performance by working with territory heads
- Standardise and continuously improve customer education materials (guides, site handovers, FAQs, aftercare instructions).
- Reduce avoidable complaints by ensuring customers know how to protect and maintain their investment.
Customer Support & Resolution
- Own customer support operations, SLAs, and escalation paths.
- Ensure all customer queries and complaints are resolved quickly, transparently, and permanently as per the defined SLAs
- Personally handle high-risk, reputational, or repeat escalations.
- Ensure learnings from complaints feed back into sales, production, and delivery processes.
Authority, Governance & Accountability
- Hold clear authority to pause deliveries, installations, or sales where quality or customer readiness standards are not met.
- Escalate systemic risks directly to executive leadership with clear recommendations.
- Define non-negotiable customer success metrics and enforce accountability across functions.
Scale, Systems & Continuous Improvement
- Design scalable customer success processes suitable for multi-country African operations.
- Implement systems to track customer interactions, quality issues, resolutions, and trends.
- Use data and field insights to continuously improve efficiency, quality, and customer outcomes.
Leadership & Culture
- Build and lead a disciplined, customer-obsessed Customer Success organisation.
- Set clear expectations, KPIs, and consequences for underperformance.
- Develop leaders and teams who balance empathy with high standards.
- Embed a culture where quality, ownership, and customer trust are non-negotiable
Required Qualifications & Experience
- Bachelor’s degree in Business, Operations, Engineering, or a related field (Master’s preferred).
- 8–12 years of progressive leadership experience in customer success, operations, quality, or service delivery.
- Experience operating in African or emerging-market environments, preferably in housing, construction, manufacturing, or infrastructure.
- Proven ability to lead cross-functional teams and influence without ambiguity.
- Data analysis; ability to analyse and interpret operational and people data to drive decisions, accountability, and continuous improvement.is required for this role.
- Demonstrated track record of scaling operations while improving quality.
Key Skills & Attributes
- Deep customer empathy combined with uncompromising standards
- Strong operational judgment and willingness to make hard calls
- Excellent problem-solving and root-cause analysis capability
- Clear, confident communicator with executive presence
- Data-driven, systems-oriented, and execution-focused
- High integrity, ownership, and resilience in complex environments
- Significant experience in construction management and project supervision
- Excellent analytical skills and excellent detail orientation, including Excel modeling and data analysis
- Experience and skills in motivating and guiding a team towards results
- Passionate about international development and social enterprise
- Hard working and gritty to push through challenges
- Maturity and poise under stress
- Entrepreneurial attitude, creative problem solver, patient team-player with a sense of humor
- Experience with fast-growing social ventures is a plus
