Open to opportunities

Daphine Karimi

@daphinekarimi

Message

Customer Support and Success Manager driving retention, revenue, and customer loyalty worldwide.

Kenya

Message

What I'm looking for

I want to lead customer support and success where I can improve first-contact resolution, strengthen onboarding, and drive retention and revenue through consultative relationships, data-driven ticketing, and strong CRM processes.

I’m a results-driven Customer Support and Success leader with experience across Customer Support, Customer Success, Account Management, and Sales & Customer Experience in SaaS and telecommunications. I’ve led cross-functional efforts across EMEA to optimize customer journeys, improve retention, and deliver measurable growth in revenue and loyalty.

In my current roles, I deliver high-priority technical support using Zendesk, Jira, and Slack; streamline issue tracking; and build client onboarding and training that reduces churn and boosts product adoption. I also act as a trusted advisor—aligning customer goals, KPIs, and learning needs into onboarding plans, running webinars, sharing product updates, and upselling/renewing contracts.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Glue Up

Apr 2024 - Present (2 years 1 month)

Delivered high-priority technical support by partnering with cross-functional teams to resolve customer issues and improve service quality. Built Zendesk-based CRM structures and streamlined ticket tracking to enhance reporting, onboarding, and product adoption.

Zendesk Jira Slack Technical Customer Support Knowledge Base Management Customer Onboarding Customer Retention

Current

Customer Success Manager

Current

Glue Up

Mar 2022 - Present (4 years 2 months)

Served as a trusted advisor to clients by aligning onboarding plans with customer goals, logistics, and KPIs. Trained clients through platform features, delivered monthly webinars, and drove renewals through consultative account management and upselling.

Customer Success Management Client Onboarding Webinars Account Management Renewal Management Consultative Selling Product Enablement Customer Retention

Sales & Customer Exp Supervisor

Safaricom Limited

Aug 2015 - Oct 2018 (3 years 2 months)

Ensured high-quality customer service delivery while strengthening corporate relationships and managing key accounts in the assigned territory. Led and coached teams, implemented retail service processes, handled escalations, and reported on sales and customer experience performance.

Service Delivery Team Leadership Account Management Retail Operations Escalation Management Coaching Sales Metrics Tracking

Customer Care Agent

Safaricom Limited

Aug 2011 - Aug 2015 (4 years)

Handled incoming customer calls, triaged and assigned tickets for billing and M-Pesa queries, and resolved complaints within required timeframes. Updated customer records, maintained service documentation, and supported customer growth through upselling and cross-selling.

Call Handling Billing Support M Pesa Support Complaint Resolution Customer Relationship Management Upselling Cross selling