Diana Chege

I am a Customer Success and Retention specialist with over eight years' experience in SaaS and EdTech, focused on reducing churn and increasing lifetime value across global markets. I combine data-driven engagement, process automation, and scalable lifecycle playbooks to drive measurable outcomes.

In my recent roles I have led AI-integrated onboarding, automated success workflows that increased operational efficiency by 80%, and delivered double-digit retention improvements—raising renewals and cutting churn through proactive strategies. I have also partnered with product and engineering teams to translate customer feedback into product updates and secured regulatory approvals for academic programs.

I emphasize cross-functional collaboration, stakeholder training, and localized support systems that boost adoption, daily active users, and customer satisfaction. I am committed to designing repeatable playbooks and metrics-driven processes that scale customer success globally.