Know My Legal (KML) is a legal technology platform making business law accessible to SMEs across Tanzania and Africa, administered and in partnership with Shikana Group. KML through an AI legal assistant, automated document generation, and company formation services, we help small and growing businesses stay compliant, protected, and confident in their legal standing. KML is backed by Shikana Law, a sister law firm that provides escalated legal support to users who need it.

Role Summary

The Customer Success & Operations Associate owns the user journey from signup to subscription. You will be the face of KML to every user who comes through and joins. Your mission is simple: make sure every user who signs up gets value from the platform, converts from free trial to paid subscription, and stays with us. You are the heartbeat of the user experience.

Key Responsibilities

Onboarding & Activation

• Run onboarding sessions for new users
• Deliver live product demos (virtual and in-person) to individuals and groups
• Guide users through their first document generation and AI assistant interaction
• Create and maintain onboarding materials, walkthroughs, and FAQs

Trial-to-Paid Conversion

• Actively manage users through the 7-day free trial, ensuring they experience core value
• Follow up with trial users via phone, WhatsApp, and email to drive subscription conversions
• Own the trial-to-paid conversion rate as your primary KPI
• Identify and remove friction points in the signup-to-subscription journey

Support & Retention

• Handle day-to-day user support queries across WhatsApp, email, and in-app channels
• Guide users through document generation workflows and troubleshoot issues
• Escalate bugs and product issues to the development team with clear reproduction steps
• Escalate complex legal questions to Shikana Law and coordinate follow-through with users
• Monitor subscription renewals and proactively reduce churn

Feedback & Product Insight

• Systematically collect, organize, and synthesize user feedback
• Maintain a feedback log that informs the product roadmap, including the ‘What are you looking for?’ crowdsourced content feature
• Share weekly user insights with the founder and development team

Key Performance Indicators

• Trial-to-paid conversion rate
• Monthly active users and feature adoption
• Support ticket resolution time
• Customer satisfaction score
• Subscription retention and churn rate

Who You Are/ Qualifications

• 2+ years of experience in customer success, account management, sales support, or a similar client-facing role
• Fluent in English and Swahili, with strong written and verbal communication
• Comfortable with technology, you can learn SaaS tools quickly and explain them simply
• Familiar with Ai tools and comfortable using the same.
• Empathetic, patient, and genuinely enjoy helping people solve problems
• Organized and self-directed. Able to manage many users and tasks without being micromanaged
• Knowledge of Google Workspace, Zoom, Excel, Word, Power Point, and similar tools for running day to day operations, organising and collecting user information.
• Background or strong interest in business, law, or entrepreneurship is a significant plus
• Experience working with SMEs, cooperatives, women entrepreneurs is highly valued

• Run onboarding sessions for new users
• Deliver live product demos (virtual and in-person) to individuals and groups
• Guide users through their first document generation and AI assistant interaction
• Create and maintain onboarding materials, walkthroughs, and FAQs
• Actively manage users through the 7-day free trial, ensuring they experience core value
• Follow up with trial users via phone, WhatsApp, and email to drive subscription conversions
• Own the trial-to-paid conversion rate as your primary KPI
• Identify and remove friction points in the signup-to-subscription journey
• Handle day-to-day user support queries across WhatsApp, email, and in-app channels
• Guide users through document generation workflows and troubleshoot issues
• Escalate bugs and product issues to the development team with clear reproduction steps
• Escalate complex legal questions to Shikana Law and coordinate follow-through with users
• Monitor subscription renewals and proactively reduce churn
• Systematically collect, organize, and synthesize user feedback
• Maintain a feedback log that informs the product roadmap, including the ‘What are you looking for?’ crowdsourced content feature
• Share weekly user insights with the founder and development team

• Fluent in English and Swahili, with strong written and verbal communication
• Comfortable with technology, you can learn SaaS tools quickly and explain them simply
• Familiar with Ai tools and comfortable using the same.
• Empathetic, patient, and genuinely enjoy helping people solve problems
• Organized and self-directed. Able to manage many users and tasks without being micromanaged
• Knowledge of Google Workspace, Zoom, Excel, Word, Power Point, and similar tools for running day to day operations, organising and collecting user information.

• 2+ years of experience in customer success, account management, sales support, or a similar client-facing role
• Background or strong interest in business, law, or entrepreneurship is a significant plus
• Experience working with SMEs, cooperatives, women entrepreneurs is highly valued