Open to opportunities

Brian Ngugi

@brianngugi1

Customer Success Specialist improving onboarding adoption, reducing churn, and turning insights into better experiences.

Kenya

Message

What I'm looking for

I’m looking for a customer-focused role where I can reduce churn, accelerate onboarding adoption, automate support workflows, and use analytics to improve outcomes—while collaborating cross-functionally to deliver exceptional, data-driven customer experiences.

I’m a results-driven Customer Success Specialist with comprehensive experience in SaaS support, client relationship management, and communications. I’m known for translating customer and content insights into actionable improvements that strengthen client satisfaction and loyalty.

Across my roles, I’ve onboarded 50+ SaaS clients with a 92% adoption success rate, reduced customer churn by 30% through proactive account management, and automated 15+ support workflows in Zendesk to improve response times by 25%. I also build knowledge bases and deliver training programs that improve product utilization, and I use analytics and reporting to identify upsell opportunities and guide cross-functional decisions. Alongside customer success, I’ve created SEO-optimized content and standardized brand guidelines for 10+ SaaS clients, boosting engagement by 20% and improving consistency across digital platforms.

Experience

Work history, roles, and key accomplishments

Current

Communications Assistant

Current

Homeboyz Radio

Sep 2024 - Present (1 year 9 months)

Assisted in producing and delivering live radio segments, engaging audiences and increasing listener interaction. Coordinated guest interviews and program schedules while improving brand visibility through press releases, social media content, and newsletters informed by audience feedback and engagement metrics.

Radio Segment Production Press Release Writing Social Media Content Creation Newsletter Writing Program Scheduling

Education

Degrees, certifications, and relevant coursework

Multimedia University of Kenya

Bachelor of Arts, Political Science & Sociology

Grade: Second Class Honors, Upper Division

Earned a Bachelor of Arts in Political Science & Sociology at Multimedia University of Kenya in 2021, graduating with Second Class Honors (Upper Division).