Open to opportunities

David Cotz

@davidcotz

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Client Success leader driving product adoption, retention, and data‑driven outcomes.

Nigeria

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What I'm looking for

I seek a role focused on client success, product adoption, and data-driven improvements in a collaborative, growth-oriented team that values client outcomes and cross-functional impact.

I am a Client Success and Customer Experience professional with 8+ years delivering end-to-end client engagement, post-sales support, onboarding, and product adoption across SaaS, media, and global digital platforms. I build trusted client relationships, drive platform utilization, and deliver data-driven insights that improve workflows and maximize client value.

I have a proven record of resolving the majority of inquiries on first contact, improving client ramp-up and retention, and supporting repeat business growth through consultative support, training, CRM administration, and cross-team collaboration. I combine technical troubleshooting with process optimization and a client-centric approach to help organizations scale adoption and achieve measurable outcomes.

Experience

Work history, roles, and key accomplishments

Client Support & Success Specialist

Independent Contractor

Apr 2019 - Dec 2019 (8 months)

Delivered high-touch support to US SaaS and e-commerce clients via chat, email, and phone, resolving 95% of inquiries on first contact and improving onboarding ramp-up and platform adoption.

Customer Support Onboarding Live Chat Email Support Phone Support Troubleshooting Process Improvement

Business Growth & Client Relations Manager

Redlip Agency

May 2018 - Mar 2019 (10 months)

Managed client accounts and retention strategies, driving 15% repeat business growth while conducting success calls and training team members on CRM workflows.

Client Relationship Management Retention Strategy CRM Training Account Management Client Communication Onboarding performance reporting

Sales & Client Development Manager

Matchup Agency

Apr 2016 - Feb 2018 (1 year 10 months)

Managed client onboarding and lifecycle initiatives that increased client loyalty and renewals by 25% through cross-team collaboration and value-driven communications.

Onboarding Account Management Sales Enablement CRM Client Communication Renewal Management

Customer Support & Administrative Officer

Nxtlvl Agency

Jan 2012 - Jan 2016 (4 years)

Supported day-to-day client service operations and administrative workflows from 2012–2016, improving inquiry handling and in-person/phone support experience.

Customer Support Administrative Operations Records Management POS Systems (Shopify Square)Phone Support Client Services

Education

Degrees, certifications, and relevant coursework

Bocconi University

Master of Science, Computer Science

2014 - 2016

Completed a Master of Science in Computer Science at Bocconi University from 2014 to 2016, focusing on advanced computing topics and technical foundations.