Annie Siloma

I am a results-driven Customer Success Manager with over 5 years of experience in customer retention, SaaS solutions, and client relationship management. My proven ability to optimize customer engagement and drive adoption has significantly reduced churn through data-driven strategies. I am adept at onboarding, troubleshooting, and providing proactive customer support, ensuring seamless user experiences.

In my recent role as Head of Customer Experience at Uzapoint Technologies Limited, I led a 7-person customer success team, achieving a remarkable 25% increase in satisfaction scores. I developed structured onboarding processes that resulted in a 90% product adoption rate and designed feedback systems that improved user experience by 20%. My focus on implementing data-driven engagement strategies has successfully reduced churn by 20%, showcasing my commitment to enhancing customer satisfaction and fostering long-term business growth.

As a Customer Success Manager at Kwaduara Limited, I managed over 30 high-value client accounts, securing a 90% retention rate. I developed and executed customer success playbooks that improved service delivery and increased portfolio revenue by 15% through targeted upselling and cross-selling initiatives. My educational background in Finance from The University of Nairobi complements my technical skills in CRM and data analytics, allowing me to leverage technology effectively to drive customer success.