Open to opportunities

Atang Agwom

@atangagwom

Customer Success Manager driving SaaS onboarding, adoption, renewals, and expansion to maximize retention and customer health.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role where I can own the customer lifecycle, drive renewals and expansion, and partner with Product and Support to improve customer health and the roadmap through measurable outcomes.

I’m a Customer Success Manager with 4+ years driving lifecycle management across SaaS environments, owning relationships end-to-end from onboarding and adoption through renewals, expansion, and account reviews. I specialize in managing complex enterprise accounts in a covered CSM model—identifying expansion opportunities, running QBR/EBR-style account alignment, and influencing product roadmaps through actionable customer insights.

In my current remote roles, I serve as the primary point of contact for 50+ enterprise accounts, guiding success milestones that maintain a 95% CSAT score across 100+ resolved client requests. I also act as the voice of the customer to Product and technical teams, translating usage trends and at-risk signals into improvements that support retention and growth (including 100+ monthly maintenance renewals generating over $20,000 MRR). Previously, I improved support outcomes in SaaS by reducing average resolution time by 25%, and I helped safeguard revenue continuity by migrating 400+ enterprise websites and provisioning SSL certificates and enforcing security compliance across 400+ sites.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Seahawkmedia

Oct 2024 - Present (1 year 9 months)

Owned customer relationships for 50+ enterprise accounts, driving onboarding, activation, adoption, and long-term retention while maintaining a 95% CSAT score. Acted as the voice of the customer to translate insights into platform improvements and support expansion and renewals.

Customer Success Customer Onboarding Product Adoption Account Management Customer Retention Expansion Revenue Renewals Churn Prevention Escalation Management Stakeholder Engagement

Growth Product Manager

MyLangCoach

Jul 2023 - Oct 2025 (2 years 3 months)

Built and implemented a customer success framework to improve onboarding and lifecycle management, increasing active user engagement by 25%. Defined and tracked cohort KPIs and partnered cross-functionally to support upsell opportunities and align roadmap feedback with user needs.

Customer Onboarding Lifecycle Management Retention Satisfaction Optimization Upselling Expansion Revenue Cross Functional Collaboration Stakeholder Engagement

Technical Support Specialist

Pressable (Automattic)

Oct 2024 - May 2025 (7 months)

Managed customer escalations and high-severity issues, reducing average resolution time by 25% while improving customer health scores and sustaining 90%+ satisfaction. Migrated 400+ enterprise websites with minimal downtime and provisioned SSL certificates to meet security compliance requirements.

Customer Escalation Technical Support Incident resolution Customer Satisfaction Customer Health Website Migration SSL Certificate Provisioning Security Compliance

B2B Product Marketer

SkilledUpLife

Nov 2023 - Mar 2024 (4 months)

Promoted B2B brand campaigns across LinkedIn and X, achieving 50+ average interactions per post. Built and managed an Ambassador Program of 100+ participants to increase engagement and brand visibility.

B2B Product Marketing LinkedIn marketing X (Twitter) Marketing Promotions And Campaigns Ambassador Program

Customer Service Manager

Fadama Farmers Microfinance Bank

Jan 2020 - Jan 2022 (2 years)

Managed 250+ customer accounts by executing onboarding, satisfaction tracking, and retention programs. Used success metrics and customer feedback to improve referrals by 10% and delivered in-branch onboarding and training to support adoption.

Customer service management Customer Onboarding Retention Customer Success Metrics Referrals Training Delivery Customer Adoption

Customer Care Representative

Aibeth Center (Psychology Center)

Jan 2020 - Present (6 years 6 months)

Delivered psychosocial programs to 2,000+ participants, increasing community engagement and measurable impact. Applied data-driven insights to support brand initiatives across hospitals, schools, and institutions.

Customer Service Community Engagement Data Insights Brand Initiatives

Customer Support Representative

Fadama 3 / Plateau Agricultural Development Project

Jan 2019 - Present (7 years 6 months)

Supported 1,000+ World Bank beneficiaries with onboarding and application assistance. Provided responsive support to build trust and long-term engagement.

Customer Support Responsiveness Trust