Open to opportunities

Barbra Nyambura

@barbranyambura

Message

I am a Customer Success Manager driving client satisfaction, retention, and revenue growth.

Kenya

Message

What I'm looking for

I seek a customer-success or operations role at a growth-focused company where I can reduce churn, raise CSAT, lead teams, drive upsell, and continue professional development.

I am a results-oriented Customer Success Manager with over 8 years' experience across software development, e-commerce, and financial services, consistently turning challenging customer experiences into positive outcomes and business growth. I focus on upselling, churn prevention, and maintaining high CSAT through proactive account management and cross-functional collaboration.

I have led call-centre teams, trained new agents, and developed customer service and marketing content to improve product delivery and adoption. I hold certifications in Zendesk, Zoho, MEDDPIC, and IT Helpdesk, and I lean on tools like Odoo, Intercom, and Crisp to drive measurable results.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

ANKA

Jun 2024 - Present (1 year 3 months)

Manage a portfolio of clients to drive adoption and upsell opportunities, targeting an 85% CSAT score and proactively re-engaging churned accounts to reduce churn risk.

Customer Success Account Management Upselling CSAT HelpDesk+Cross Functional Collaboration

Current

Youth Volunteer

Current

Jipange Youth Groups

Jan 2013 - Present (12 years 8 months)

Facilitated life-skills and behavior-change sessions, counseled on drug abuse and gender-based violence, and chaired the Gender Committee to promote inclusivity across programs.

Community Outreach Facilitation Counseling Volunteer coordination

Customer Success Manager

NLS Tech Solutions

Nov 2022 - Jun 2024 (1 year 7 months)

Strengthened referral and partner relationships to drive revenue and profit growth while coordinating service delivery and monitoring customer adoption to unlock further revenue potential.

Customer Success Revenue CRM Stakeholder Management Strategy Staff Training

Supervisor, Customer Support

Popote Payments

Jan 2018 - Oct 2022 (4 years 9 months)

Managed a 24/7 call centre and led a support team, planned workforce schedules, trained agents, and handled priority accounts to improve service delivery and meet customer timelines.

Team Leadership Training Customer Service Content Development Operations Management

Customer Service Representative

Popote Payments

Jan 2016 - Dec 2017 (1 year 11 months)

Resolved client complaints via phone, email, and social media, provided product information and promotions, and compiled reports on client satisfaction to inform service improvements.

Customer Support Social Media Support Reporting Data Entry Product Knowledge CRM

Data Entry Clerk

Popote Payments

Jun 2015 - Dec 2015 (6 months)

Maintained and updated workflow records, performed administrative data entry tasks, and compiled and organized data for database input to ensure accurate records.

Data Entry Database Management Record keeping Administrative Support Data Quality

Sales Consultant

Jayden Limited

Jan 2014 - Jan 2015 (1 year)

Represented customers at retail outlets, sold mobile devices and Safaricom products, activated SIM lines, and promoted financial and data services to meet sales targets.

Retail Sales SIM Activation Product Promotion Customer Service