Open to opportunities

ERASTUS MAINA

@erastusmaina

Message

I build customer success operations that retain and grow client relationships.

Kenya

Message

What I'm looking for

I'm looking for a remote-ready customer success role where I can own customer outcomes, strengthen onboarding and retention processes, resolve escalations, and help a cross-functional team grow durable client relationships.

At Procode Entertainment, I lead end-to-end customer success operations for more than 100 clients, from first contact and onboarding through adoption, retention, renewal, and follow-up.

I've sustained zero reported churn for three consecutive years through proactive relationship management, customer health monitoring, and consistent value delivery. As the primary escalation point, I resolve high-stakes client concerns while protecting trust and long-term relationships.

I built the client success playbook used to standardize service delivery, including onboarding checklists, FAQs, escalation processes, and SLA guidelines. I also introduced structured workflows and feedback loops that reduced recurring complaints and service gaps.

I work independently across time zones while keeping customer outcomes and business metrics aligned. I use HubSpot CRM, HubSpot Service Hub, and Zendesk to maintain accurate customer records, communication logs, and account documentation.

Experience

Work history, roles, and key accomplishments

Current

Founder & Client Success Manager

Current

Procode Entertainment

Jan 2019 - Present (7 years 8 months)

Owns end-to-end customer success operations for a portfolio of 100+ clients, managing onboarding, adoption, retention, and renewal. Built a structured client success playbook and reduced recurring complaints through proactive service gap identification.