Barituka Vidona

I’m a Customer Success professional with 5+ years of experience in customer support, client onboarding, CRM management, and workflow automation across SaaS and digital service environments. I build lasting client relationships by reducing churn, driving product adoption, and spotting upsell and cross-sell opportunities that grow account value. I’m passionate about proactive communication that turns product knowledge into measurable outcomes like reduced time-to-value, higher NPS, and stronger retention.

As a Customer Success Manager at Feelize, I manage a portfolio of business clients through onboarding, implementation, and ongoing success planning for AI-powered engineering and workflow solutions. I improve client activation and retention—evidenced by a 15% increase in retention, sustaining a 90%+ account retention rate, and reducing churn risks through solution-focused support and proactive check-ins. I also coordinate with Sales, Product, and Technical teams to deliver seamless issue resolution and stronger long-term customer outcomes across accounts.

Previously at Pigee, I led onboarding and long-term success for cross-border merchants on an AI-powered logistics and shipping platform, increasing customer activation by 38% within 45 days. I acted as the primary point of contact, maintained 90%+ customer retention, and delivered training that improved adoption of automated shipping, payment, and fulfillment—reducing onboarding friction and support dependency. Before that at OPay, I supported 80+ merchant accounts, improved active usage, maintained 95%+ customer satisfaction, and reduced early-stage churn through proactive follow-ups and POS-related troubleshooting.

My foundation comes from hands-on support work: I engineered workflow automations in HubSpot and ClickUp, managed weekly Zendesk/HubSpot ticket resolution lifecycles, and streamlined onboarding to reduce time-to-value by 20%. Earlier IT support experience strengthened my technical troubleshooting approach, which now informs how I guide customers, escalate issues appropriately, and use CRM and health metrics to keep accounts healthy. I’m targeting a Customer Success Manager role where these capabilities can be deployed at scale.