About the Role
The Country Manager will serve as the primary commercial leader for Zeraki’s Uganda market, with end-to-end responsibility for market growth, customer success and country performance.
This is a general management role overseeing the full customer lifecycle across Sales, Account Management and Customer Support — from acquisition and onboarding through support, renewal and expansion.
The Country Manager will develop and execute the Uganda market strategy, lead key customer and strategic partnerships, drive revenue and collections, strengthen retention and customer experience, and ensure strong operational and regulatory performance.
The role requires a commercially driven leader who can operate as a “mini-GM” for Uganda — combining strategic thinking, sales leadership, customer management, operational discipline and strong local stakeholder relationships.
Requirements
The Mandate
Build and grow Zeraki’s Uganda business by driving sustainable revenue growth, customer retention, expansion and exceptional customer experience.
The Country Manager will be accountable for:
Growing Zeraki’s customer base and market presence in Uganda.
Driving sales, collections and commercial performance.
Retaining and expanding existing customer relationships.
Leading the customer lifecycle from acquisition through renewal.
Ensuring high-quality customer support and issue resolution.
Building strong relationships with schools, education organisations, government and strategic partners.
Leading and developing the Uganda team across Sales, Account Management and Customer Support.
Ensuring operational, regulatory and contractual compliance in the market.
Using data and market insight to improve performance and inform country strategy.
Key Responsibilities
1. Sales & Market Growth
Own Uganda’s new business growth, sales targets and market expansion. Develop and execute country-specific sales strategies and lead high-value negotiations with school networks, education organisations, government bodies and strategic partners.
2. Account Management & Customer Success
Drive customer retention, renewal and expansion. Proactively manage at-risk accounts, strengthen key customer relationships and identify opportunities to increase product adoption and Net Revenue Retention.
3. Customer Support & Service
Ensure excellent post-sales support and customer satisfaction. Monitor service levels, drive timely issue resolution, personally manage complex escalations and use customer insights to improve products and processes.
4. Leadership & Operations
Lead the Uganda commercial team across Sales, Account Management and Customer Support. Set performance expectations, monitor KPIs, manage resources and ensure disciplined execution against country priorities.
5. Regulatory Compliance & Legal Affairs
Ensure Uganda operations comply with applicable education, data protection, tax and other regulatory requirements. Coordinate with Finance, Legal, Risk and Compliance to maintain appropriate licences, controls and standards.
6. Legal & Contractual Management
Oversee customer contracts within delegated authority, support protection of Zeraki’s intellectual property and manage customer disputes in coordination with the relevant internal teams.
7. External Relations
Build and maintain strong relationships with government officials, regulatory bodies, auditors, banks, mobile-money providers and other strategic stakeholders relevant to Zeraki’s operations in Uganda.
What Success Looks Like
The Country Manager will be accountable for a balanced scorecard covering growth, retention, customer experience, collections and operational performance.
Key measures include:
New School Acquisition: 100%+ of annual target
Sales Revenue: ~3X quota coverage
First-Year Collections: ~95%+ of invoiced amounts collected on time
Customer Retention: ≥97% / annual churn below 3%
Upsell & Cross-Sell: ~30 product additions annually and achievement of upsell targets
Net Revenue Retention: >100%
Customer Satisfaction: Strong NPS and 85%+ CSAT
Support: Strong SLA adherence and First Contact Resolution
Collections: 95%+ of renewal revenues collected on schedule
Who We’re Looking For
We are looking for a highly capable commercial leader who can take full ownership of a market and operate effectively across multiple functions.
You should be:
A strong commercial strategist who can translate market opportunities into growth.
An experienced sales leader with a track record of delivering against ambitious targets.
Comfortable managing Sales, Account Management and Customer Support as one integrated customer lifecycle.
Highly customer-centric and capable of building trusted relationships with senior stakeholders.
Data-driven, commercially disciplined and comfortable being accountable for measurable outcomes.
A strong people leader who can build performance across multiple functions.
Highly organised and able to manage competing priorities across a fast-moving market.
Comfortable operating with significant autonomy and making sound decisions in ambiguous situations.
Strong at negotiation and stakeholder management, particularly with institutional and government stakeholders.
Operationally rigorous, with strong attention to compliance, processes and execution.
Able to operate as a country-level general manager, not simply as a functional head.
Eligibility
Must be a Ugandan citizen or otherwise legally authorised to work in Uganda.
What we offer
● A chance to contribute to a mission-driven company that's making a real difference in education across Africa.
● A collaborative, inclusive, and dynamic work environment where your input is valued.
Our culture
At Zeraki, our culture defines how we work, how we make decisions, and how we succeed together. We are united by eight core values: Integrity, Love of Learning, Highest Standards, Deliver Results, Hire & Develop the Best, Manage Through Trust, Empathy, and Have Backbone; Disagree & Commit.
We act with integrity, doing what is right and taking ownership of our actions. We have a love of learning, staying curious and continuously seeking to improve. We hold ourselves to the highest standards, continually raising the bar in the quality of our work, and we deliver results by taking ownership, acting with urgency, and following through on our commitments.
We hire and develop the best, surrounding ourselves with exceptional people and creating opportunities for them to grow and excel. We manage through trust, giving people the context, freedom, responsibility, and accountability to do their best work.
We lead with empathy, creating an environment where people are respected, supported, and able to thrive. And we have backbone, disagree and commit - we speak up when we disagree, challenge ideas respectfully, and once a decision is made, commit fully to making it successful.
Together, these values create a culture of freedom and responsibility, high performance, continuous learning, and meaningful impact, empowering every Zerakian to Be Extraordinary. Copy
About the Company
Zeraki is a pioneering EdTech startup on a mission to redefine education across Africa. Our innovative technology tools are designed to make learning more accessible, effective, and engaging for parents, teachers, and students alike. At the heart of Zeraki is a deep-rooted passion for harnessing the power of education to unlock the potential of the continent's youth and drive transformative change. Zeraki proudly serves over 2.7 million users in 10 countries, establishing itself as one of Africa's leading EdTech companies.
Our commitment to excellence and innovation has not gone unnoticed. Zeraki was the proud recipient of the African Union Commission Innovating Education in Africa Award in 2022. Zeraki is one of three EdTech companies participating in the 2024 cohort of the EY AI SDG Accelerator and is also part of the 2024 cohort of the Microsoft Entrepreneurship for Positive Impact Program. Through these accolades and partnerships, Zeraki continues to shape the future of learning in Africa, demonstrating the transformative role of technology in education.