Professional Summary
Customer success manager with 5 years of experience reducing churn and growing accounts for SaaS businesses. Skilled at onboarding, renewal management and turning feedback into product improvements.
Core Competencies
Account management | Onboarding | Renewals | CRM (HubSpot) | Churn analysis | Customer training | Escalation handling | Reporting
Professional Experience
BrightDesk Software | Enugu, Nigeria
Customer Success Manager
2021 — Present
- Manage a portfolio of 60+ business accounts with a 94% renewal rate.
- Cut average onboarding time from 3 weeks to 9 days.
- Built a health-score system that flags at-risk accounts 60 days early.
QuickReply | Enugu, Nigeria
Support Specialist
2018 — 2021
- Resolved 40+ customer tickets daily with a 97% satisfaction score.
- Wrote 25 help-center articles that cut repeat tickets by 18%.
Education
B.Sc. Mass Communication
University of Nigeria, Nsukka · 2014 — 2018
Certifications
Certified Customer Success Manager (CCSM)
References
Available on request