Open to opportunities

Chidera Dike

@chideradike

Message

Customer Success leader driving adoption, retention, and measurable SaaS growth.

Canada

Message

What I'm looking for

I seek a customer-focused role where I can drive adoption, reduce churn, lead cross-functional teams, and use data and automation to deliver measurable business impact.

I am a tech-savvy Customer Success leader with over nine years of experience delivering adoption, retention, and measurable business outcomes across SaaS, enterprise IT, media, sports, and regulated industries. I combine a customer-first mindset with program management, agile delivery, and data-driven decision making to translate complex technical solutions into strategic business value and trusted executive relationships.

I lead cross-functional teams, design onboarding and enablement playbooks, and use analytics and automation to optimize operations—achievements include improving client performance metrics by 25%, cutting onboarding time by up to 30%, and increasing CSAT from 84% to 96%. I operate with curiosity, accountability, and collaboration to ensure customers achieve and exceed their goals.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

SOTI Inc

Jan 2024 - Present (2 years 2 months)

Lead Customer Success for complex SaaS and e-commerce clients, designing a sustainability-focused success plan that improved client performance metrics by 25% and reducing implementation time by 30% through onboarding optimizations.

& Customer Success SaaS Onboarding ROI Reporting API Integration Gainsight Data Analysis Program Management

Technical Account Manager

SOTI

Apr 2022 - Dec 2023 (1 year 8 months)

Directed cross-functional delivery teams implementing SaaS solutions for CDN and media streaming, raised CSAT from 84% to 96%, and created onboarding playbooks that reduced implementation time by 28%.

Technical Account Management CDN Streaming Customer Advocacy Troubleshooting CSAT

Manager, Customer Success

Jan-Pro Canada

Apr 2021 - Apr 2022 (1 year)

Led a Client Satisfaction Uplift Program across three regions, reducing churn by 25% and leading onboarding for 100+ clients with 95% service-agreement compliance within 60 days.

Customer Research Onboarding Stakeholder Management Training

Customer Service Manager

Canada Post

Jan 2020 - Dec 2020 (11 months)

Improved last-mile delivery accuracy by 25% and reduced delivery delays by 20% by leading cross-functional teams and applying data-driven workflow optimizations to meet SLA targets.

Last Mile SLA Management Performance Metrics Customer service management

Account Operations Manager

Total Customs Services Inc

Aug 2019 - Sep 2020 (1 year 1 month)

Managed technical accounts for enterprise IT and cloud services, coordinating agile project teams to deliver on time and using usage analytics to drive client adoption strategies.

Account Operations Enterprise IT Cloud Services