Open to opportunities

Edwin Manono

@edwinmanono

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Customer Success Manager with 15+ years in media sales.

Kenya

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What I'm looking for

I am looking for a role that values customer success, fosters collaboration, and offers opportunities for professional growth.

I am a Customer Success Manager with over 15 years of experience in delivering mobile and Connected TV (CTV) advertising solutions across Africa. My career has been marked by a proven track record of exceeding revenue targets and managing B2B client portfolios in various industries, including pharmaceutical, telecom, and tech. I take pride in my ability to perform duties typically held by a CSM, such as tailored client onboarding and lifecycle management, which has resulted in a remarkable 95% client retention rate.

Throughout my career, I have successfully increased media ad sales by 300% through strategic event partnerships and executed revenue expansion initiatives across new client segments. I possess strong skills in Portfolio Management, Product Adoption, and Cross-Functional Collaboration, which have enabled me to lead high-performing teams and optimize operational workflows. My focus is always on driving long-term customer value and ensuring that my clients achieve their desired outcomes.

Experience

Work history, roles, and key accomplishments

Marketing Consultant – Business Development & Marketing

Doorshop & Centro Kitchens

Dec 2024 - Present (7 months)

Spearheaded client acquisition strategies, resulting in a significant uptick in new B2B partnerships and custom design projects. Coordinated with web and social media teams to optimize digital presence, increase lead generation, and enhance brand visibility.

B2B Lead Generation Marketing Strategy Business Development Cross Functional Collaboration Customer Health Project Scope Management

Customer Service Manager

Etica Capital

Sep 2024 - Present (10 months)

Increased client retention by 60% through tailored onboarding frameworks, personalized lifecycle engagement, and structured success planning. Hired and trained a virtual customer service team, demonstrating strong team leadership and improving first-response rates.

Onboarding Customer Lifecycle Management Team Leadership Customer Service Remote Channels

Media Sales Executive

Transsion Holdings

Aug 2023 - Present (1 year 11 months)

Tripled advertising sales for a pharmaceutical client by strategically enrolling them in Sarit MedExpo, resulting in record-breaking campaign conversions. Partnered with agencies and direct clients across multiple industries, expanding client base by over 40 accounts within 6 months.

Advertising Sales Campaign Conversion Market Analysis Revenue Targets CRM Management Risk Mitigation Audience Targeting

Customer Service Expert

Safaricom PLC

Jan 2009 - Present (16 years 6 months)

Managed a portfolio of over 200 enterprise and retail clients, maintaining long-term satisfaction and executing detailed portfolio management strategies. Reduced customer churn by 35% by resolving multi-channel queries within SLA.

Portfolio Management Customer Satisfaction Customer Lifecycle Management Team Leadership Capacity Planning

Education

Degrees, certifications, and relevant coursework

University of Suffolk

Master of Business Administration, Business Administration and Management

Completed a Master of Business Administration with a focus on Business Administration and Management. Gained advanced knowledge in business strategy, operations, and leadership.

Acton School of Business

Master of Business Administration, Entrepreneurship/Entrepreneurial Studies

Pursued a Master of Business Administration specializing in Entrepreneurship/Entrepreneurial Studies. Developed skills in new venture creation, innovation, and entrepreneurial finance.

Maseno University

Bachelor of Arts, Arts

Obtained a Bachelor of Arts degree. Acquired foundational knowledge in various academic disciplines, fostering critical thinking and analytical skills.