AOAdah Okot
@adahokot
Award-winning Customer Success Manager driving retention and revenue growth.
KenyaWhat I'm looking for
I am an award-winning Customer Success Manager with 5+ years supporting global SaaS platforms, recognised as Top Global CSD Performer 2024 for achieving 95%+ satisfaction across high-volume interactions. I specialise in customer retention, lifecycle management, structured escalation, and cross-functional collaboration to resolve complex issues and improve product stability.
I consistently convert cancellation requests into active subscriptions (40% conversion), reduce disputes and chargebacks through accurate investigation and refunds, and optimise workflows using data-driven strategies. I deliver multilingual support across chat, email, and phone, maintain 100% documentation accuracy, and partner with Product, Tech, and Finance to enhance user experience and long-term customer value.
Experience
Work history, roles, and key accomplishments
Global Customer Success Manager
Social Discovery Group
Mar 2022 - Present (3 years 8 months)
Deliver multilingual high-volume SaaS customer support and escalations, sustaining 95%+ satisfaction across 85–100+ daily cases and converting 40% of cancellation requests into retained subscriptions, reducing disputes by 15%.
Customer Support Representative
Influx (for Clipboard Health)
Sep 2021 - Jan 2022 (4 months)
Supported healthcare professionals on a SaaS scheduling platform, handling 50+ tickets daily with 95% SLA adherence and driving a 90% first-contact resolution through structured escalation and detailed issue reports.
Front Desk & HR/Admin Intern
Acorn Holdings Ltd
Apr 2019 - Jan 2021 (1 year 9 months)
Coordinated recruitment and onboarding for 30+ staff, achieving 95% placement success and reducing time-to-hire by 20% while maintaining accurate HR records and engagement programmes.
Call Centre Supervisor
Infotrak Research and Consulting
Nov 2015 - Aug 2016 (9 months)
Promoted to supervisor within six months; led call teams to meet targets, ensured 100% accuracy in client-facing data collection, and improved team productivity through coaching.
Education
Degrees, certifications, and relevant coursework
The Nairobi Management University of Africa
Bachelor's, Leadership & Management
2016 - 2020
Completed a Bachelor's program focused on leadership and management studies with coursework in organisational leadership, HR, and administration.
Availability
Location
KenyaAuthorized to work in
Job categories
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