Open to opportunities

Emana Udoekwere

@emanaudoekwere

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Customer Success leader driving retention, product adoption, and data-driven client growth.

United Kingdom

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What I'm looking for

I seek a customer-focused role where I can drive retention and product adoption, collaborate cross-functionally, use data to inform strategy, and deliver measurable client growth.

I am a Customer Success professional with deep experience across SaaS and fintech, focused on onboarding, client relationship management, and strategic growth to drive retention and product adoption. I regularly leverage tools like Salesforce, Gainsight, Zendesk, JIRA, Confluence and Looker to surface insights, optimise processes and influence product improvements.

My work has delivered measurable outcomes — reducing ticket resolution times, improving user engagement, increasing upsell opportunities and boosting campaign performance — while collaborating cross-functionally with Product, Sales, Onboarding and Marketing to ensure customer success and long-term value.

Experience

Work history, roles, and key accomplishments

Customer Success Analyst

Intelliflo

Jan 2024 - Oct 2024 (9 months)

Analysed customer queries in Salesforce to identify trends and improve the customer experience, collaborated with L&D to enhance in-app support and knowledge base, and consistently exceeded KPIs to drive product adoption.

Salesforce Jira Confluence Customer Onboarding Data Analysis Customer Engagement KPIs Cross Functional Collaboration

Customer Success Manager

Reed.co.uk

Sep 2022 - Sep 2023 (1 year)

Built strong client relationships and optimised campaigns using Looker and Gainsight, conducted business reviews and success plans to improve performance and drive renewals and upsell opportunities.

Customer Success Looker Gainsight Salesforce Zendesk Account Management Stakeholder Management

Customer Success Manager

Puzzel

Feb 2021 - Jul 2022 (1 year 5 months)

Managed client relationships, led onboarding to maximise early adoption, used Gainsight to identify upsell opportunities, and relayed customer feedback via Zendesk to inform product improvements.

Onboarding Gainsight Zendesk Jira Customer Retention Upselling Cross Functional Communication Microsoft Teams

Customer Success Manager

Hopin

Apr 2020 - Sep 2020 (5 months)

Led onboarding, training and implementation for event clients, organised event logistics and used customer feedback to influence product enhancements and identify expansion opportunities.

Onboarding Implementation Notion Google Workspace Slack Customer Feedback Training Upselling

Customer Success Manager

Workiva

Jul 2019 - Oct 2019 (3 months)

Managed business reviews and success plans, used Gainsight and Salesforce to identify and escalate account risks, and ensured customers progressed toward key milestones for adoption.

Gainsight Salesforce Success Planning Confluence Customer Engagement

Customer Success Associate

Preqin

Jun 2018 - Jun 2019 (1 year)

Provided customer support using JIRA and SurveyMonkey, optimised ticketing processes to meet SLAs, developed self-service content in Confluence, and collaborated to identify growth opportunities.

Jira Confluence Customer Support SLA SurveyMonkey Cross Functional Collaboration

Client Service Analyst

eVestment

Aug 2014 - Jan 2018 (3 years 5 months)

Resolved customer issues via Salesforce, supported account managers with training and setup, conducted utilisation analysis to drive adoption, and provided product feedback to improve the platform.

Salesforce Customer Training Product Feedback client support User Adoption