Open to opportunities

Earnest Baguma

@earnestbaguma

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Customer Success Manager with 5+ years driving SaaS/fintech onboarding, NPS growth, and churn-free retention.

Uganda

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What I'm looking for

I’m looking to grow within a SaaS/fintech team where I can own enterprise accounts, drive adoption and NPS, reduce churn, and collaborate closely with Sales, Product, and Support to deliver measurable customer outcomes.

I’m a results-driven Customer Success professional with 5+ years supporting, onboarding, and expanding B2B SaaS and fintech customers across East & Southern Africa. I’ve built strong enterprise relationships by owning onboarding and lifecycle management, serving as the primary escalation point, and using NPS/CSAT and adoption metrics to guide action.

In my current role at Cellulant Uganda Limited, I achieved zero churn through proactive engagement and issue resolution, and improved NPS from 45% to 75% within one year. Previously at Streamline Health Tech Co. Ltd, I helped launch Stre@mline Ubuntu for 15 hospitals, grew the HMIS base from 40 to 62 hospitals in 12 months, reached 90% referral acceptance, and supported 100% user adoption post-implementation while strengthening retention through cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Cellulant Uganda Limited

Jul 2025 - Present (10 months)

Manage a portfolio of 50+ enterprise customers across Uganda, Tanzania, and Zambia while driving proactive engagement to achieve zero churn. Improved Net Promoter Score (NPS) from 45% to 75% within one year and act as the primary escalation point to resolve issues and reduce client escalations.

Customer Success Management Enterprise Account Management Escalation Management Ticket Resolution Stakeholder Management

Customer Success & Sales Enablement

Streamline Health Tech Co. Ltd

Mar 2022 - Jun 2025 (3 years 3 months)

Led development and launch of Stre@mline Ubuntu, enabling 15 hospitals to operate hospital-managed insurance schemes. Grew the HMIS client base from 40 to 62 hospitals in 12 months, owned onboarding and lifecycle management, and achieved a 90% referral acceptance rate.

Customer Success Management HMIS Client Lifecycle Cross Functional Collaboration

Customer Success Associate

Streamline Health Tech Co. Ltd

Oct 2020 - Feb 2022 (1 year 4 months)

Delivered onboarding and training for 15 hospitals, achieving 100% user adoption post-implementation. Managed post-launch relationships and co-created an internal ticketing system and self-help knowledge base that enabled Streamline Academy for on-demand education.

Onboarding User Adoption Account Management Customer Lifecycle Management Ticketing Systems Customer Education

Technology Trainer (Remote)

Simbi Foundation

Jul 2020 - Jul 2021 (1 year)

Developed and updated training materials to improve learner comprehension and engagement, and provided remote technical support. Resolved 95% of issues within 24 hours and introduced improved technology policies and tools to increase support efficiency by 20%.

Remote Technical Support SLA Management Troubleshooting Learner Re Engagement

Co-Founder - KIDCO Uganda

KIDCO Uganda

Jan 2019 - Mar 2020 (1 year 2 months)

Co-founded a program that raised funds to procure computers and enabled ICT training for 200+ primary school pupils at Namirembe Hill P.S.

Fundraising Program Development Procurement

IT Officer

Heritage Telcom

Apr 2016 - Dec 2019 (3 years 8 months)

Delivered end-user support and system maintenance to reduce downtime and improve reliability. Designed and implemented network infrastructure and security controls, and developed and enforced IT policies to strengthen compliance and data protection.

end user support Maintenance Network Infrastructure Troubleshooting