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Calista uchechukwu onu-umahi

@calistauchechukwuonu

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I grow SaaS retention and expansion through strategic onboarding, renewals, and executive customer partnerships.

Nigeria

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What I'm looking for

I'm looking for a SaaS customer success or account management role where I can own post-sales relationships, drive adoption, retention and expansion, partner with cross-functional teams, and deliver measurable customer outcomes.

At Digital Witch, I managed 300+ B2B and B2C SaaS accounts worth $1.2M+ ARR, achieving 94% GRR and 92%+ NRR through proactive lifecycle engagement and predictive health scoring.

I reduced voluntary churn by 30% and drove $450K+ in expansion revenue through strategic account planning, ROI-based renewals, and upsell opportunities. I also led QBRs and EBRs with C-level stakeholders, influencing $650K+ in renewal and expansion decisions.

I build onboarding, retention, and advocacy programmes that turn customer insight into measurable outcomes. My work has cut time-to-value by 40%, recovered 68% of at-risk subscribers, shaped 15+ product features through Voice of Customer insights, and generated referrals and case studies from high-NPS accounts.

Previously, I built full-lifecycle customer relationships across sales, support, and financial services at Transsion Holdings and Ksley Microfinance Bank. I bring a customer-first, data-driven approach to helping SaaS customers adopt products, realise value, renew, and grow.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Digital Witch

Jan 2022 - Jul 2026 (4 years 6 months)

Managed 300+ B2B/B2C SaaS accounts ($1.2M+ ARR) across enterprise, mid-market, and SMB segments, achieving 94% GRR and 92%+ NRR through proactive lifecycle engagement and predictive health scoring. Reduced voluntary churn 30% and drove 45% YoY NRR/MRR/ARR growth ($450K+ expansion revenue) through strategic account planning and ROI-based renewal management.

Sales, Support & Customer Success Specialist

Transsion Holdings (Tecno Mobile)

Aug 2016 - Jan 2022 (5 years 5 months)

Achieved 105%+ of monthly revenue targets through consultative selling across 60-80 daily interactions, driving a 20% repeat purchase rate increase through proactive post-sale engagement. Implemented a post-sale follow-up program with 100% customer coverage, cutting return rates 23% and lifting first-30-day satisfaction 18 points; maintained 95%+ CSAT.

Consultative Selling Customer Engagement Post Sale Follow up Customer Satisfaction Onboarding Voice Of Customer Relationship Management NPS Improvement Referral Generation

Customer Relationship Officer / Account Manager

Ksley Microfinance Bank

Aug 2015 - Aug 2016 (1 year)

Managed 100+ loan and investment client accounts across the full lifecycle — onboarding, credit assessment, repayment monitoring, and renewal. Conducted credit score and financial eligibility assessments for all applicants, protecting institutional risk and portfolio quality.

Account Management Credit Assessment Risk Management Customer Relationship Management Financial Processing Compliance SLA Management