Professional Experience
Customer Success Manager
Apr 2024 - Present (Remote)
Series B B2B SaaS Startup, USA
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Managed full customer lifecycle for 100+ B2B SaaS accounts, driving 87% renewals through proactive engagement and strategic account management.
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Improved time-to-value by 25% through optimization of onboarding workflows and proactive engagement strategies that strengthened adoption.
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Developed customer health scoring to proactively identify expansion and churn risks, enabling early interventions that reduced churn by 20% in high-risk segments.
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Translated Voice of Customer (VoC) insights into product improvements, increasing NPS by 20 points while strengthening renewal and expansion conversations.
Technical Support & Compliance Specialist
Jun 2022 - Mar 2024 (Remote)
Series A B2B SaaS Startup (stealth), USA
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Resolved complex technical issues, improving CSAT by 15% and reducing resolution time by 30%.
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Supported onboarding activation and reduced escalations by 20% via proactive enablement.
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Partnered with Engineering to fix recurring issues and monitor compliance alerts, improving compliance posture by 35%.
Customer Support Engineer
Nov 2018 – Feb 2022 (Remote 2019–2022)
Tek Experts (Microsoft), Nigeria
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Resolved technical issues end-to-end, improving retention by 15%.
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Trained and onboarded new support hires, increasing team efficiency by 10%.
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Led a 10-person remote support team, consistently achieving 90%+ CSAT and exceeding service KPIs.
Customer Service & Tele-Sales Agent
Sept 2015 – Feb 2017
Union Bank Nigeria Plc, Nigeria
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Led consultative engagements to match customer needs with banking products, increasing engagement by 10–15% via service-led sales.
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Delivered high-volume customer support with consistent service quality, strengthening relationships and improving retention-driven growth.
Professional Skills
Customer Success: Lifecycle Management · Account Management · Onboarding & Implementation · Health Scoring · Renewals & Retention · Churn Reduction · Upsell/Cross-sell
Engagement & Strategy: Adoption Strategy · Executive Stakeholder Management · QBRs/EBRs · Voice of Customer (VoC) · Escalation & Risk Management
Compliance & Ops: Compliance-Aware CS (GRC) · Data-Driven Insights · Cross-Functional Collaboration
Tools & Platforms
Customer Success / Support -> HubSpot, Zendesk, Loom, Zoom, Salesforce
Analytics & Reporting -> Power BI, Metabase, Excel, Intermediate SQL
Product Insights & Troubleshooting -> LogRocket
Project & Workflow Management -> ClickUp, Notion, Jira
Collaboration -> Slack, Google Workspace
Billing & Commerce -> Stripe, JotForm
Education
University of Nigeria, Nsukka
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Master of Science (M.Sc.) in Molecular Biology | 2016 – 2018
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Bachelor of Science (B.Sc.) in Biochemistry and Botany | 2009 – 2013