Open to opportunities

debbie Peter’s

@debbiepeters

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I’m a Customer Success Team Manager focused on retention, expansion, and high-performing remote teams.

Ghana

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What I'm looking for

I’m looking for a customer-success leadership role where I can use KPI-driven strategy to improve retention and expansion, coach distributed teams, and partner tightly with Product and Sales to deliver measurable customer outcomes.

I’m a Customer Success Team Manager with proven experience leading distributed CSM and support teams in SaaS and enterprise environments. I drive customer lifecycle success—onboarding through retention and expansion—using data-driven strategy, KPI analysis, and cross-functional collaboration.

I’ve delivered 95%+ CSAT across enterprise and VIP accounts, reduced churn by 15% through proactive risk identification, and increased contract value by 20% via upsell and cross-sell initiatives. I also improved resolution speed by 10% through process optimization and stronger documentation.

In my current role, I lead and develop CSMs, Team Leads, and support agents, analyze CSAT/churn/resolution and ticket volume to spot trends, and coach performance through reviews and PIPs. Earlier, I built deep technical support expertise (including SQL debugging) and strengthened onboarding and engagement processes—cutting time-to-value by 25% and improving first-contact resolution in high-volume environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Manager

Current

YourApp

Jan 2024 - Present (2 years 5 months)

Led and developed a distributed Customer Success and QA support team, driving lifecycle success across enterprise accounts. Maintained 95%+ CSAT, reduced churn by 15%, and increased contract value by 20% through proactive risk identification, escalation handling, and upsell/cross-sell strategies.

Customer Success Management Team Leadership KPI Analysis CSAT Upselling Escalation Management Salesforce Gainsight Process Improvement

Tier 3 Support Specialist

Buwelo Ghana

Jan 2022 - Jan 2024 (2 years)

Provided Tier 3 SaaS application support for enterprise users, resolving 30–35 requests daily and delivering 2,000+ remote support sessions annually. Debugged SQL database issues, partnered with QA/engineering on defects, and improved resolution efficiency by 10% while maintaining Salesforce ticket tracking.

Tier 3 Technical Support Salesforce Ticketing Enterprise Support Technical Documentation

PR & Customer Success Manager

Ghana Printers & Paper Converters Association

Jan 2018 - Jan 2020 (2 years)

Managed customer engagement and lifecycle processes for a diverse association member base, using customer data to improve engagement and retention. Streamlined onboarding to reduce time-to-value by 25% and delivered reporting insights and recommendations to leadership.

Customer Lifecycle Management Customer Engagement Retention Strategy Onboarding Data Analysis KPI Reporting Process Improvement

Customer Support Representative

Amazon

Jan 2014 - Jan 2017 (3 years)

Provided high-volume customer support while maintaining 95%+ CSAT and improving first-contact resolution. Reduced response time by 20% through workflow optimization, escalated recurring issues, and contributed to revenue growth via consultative upselling.

Customer Support CSAT First Contact Resolutions Workflow Optimization Escalation Management Upselling High Volume