Open to opportunities

Esther Chineme

@estherchineme

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Customer Success Manager driving NRR, retention, and customer advocacy across SaaS and banking.

Nigeria

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What I'm looking for

I’m looking for a customer-facing role where I can drive retention and NRR through strong onboarding, customer health scoring, and QBRs—using data to prevent churn. I want a team that values cross-functional collaboration and measurable outcomes.

I’m a Customer Success Manager with 8+ years of progressive experience driving customer retention, net revenue retention (NRR), and satisfaction across B2B and B2C environments in SaaS, Banking, EdTech, and professional services.

I lead high-performance CS teams and build scalable onboarding frameworks that reduce time-to-value. I also run structured Quarterly Business Reviews (QBRs) to deepen relationships, secure renewals, and proactively manage churn risk.

In my recent work, I designed and executed a B2B beta onboarding program that enrolled 100 testers within 48 hours—compressing feedback cycles while accelerating product iteration. I’ve also leveraged early customer health indicators from user interaction data to flag at-risk accounts and align execution with retention goals.

My track record includes managing portfolios of 10+ programmes and consistently delivering outcomes like 96%+ CSAT, 50%+ retention growth, and 80%+ conversion rates. I balance data and customer experience—combining CRM-driven health scoring and pipeline reporting with voice-of-customer research and customer journey mapping to build customer advocacy at scale.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Ops Manager

Current

Farmi-AI

Oct 2025 - Present (6 months)

Designed and executed a structured B2B beta customer onboarding program, enrolling 100 testers within 48 hours to reduce time-to-value and accelerate product feedback. Built early customer health indicators from user interaction data and standardized onboarding workflows/SOPs while driving 650% LinkedIn follower growth and engagement from 5% to 40% in 30 days.

Customer Onboarding Time To Value Customer Health Churn Risk Management Beta Programs Customer Advocacy SOP Development Customer Analytics

Client Relationship Manager

Egbenn Accountancy Services

Jul 2025 - Sep 2025 (2 months)

Owned end-to-end client lifecycle management from lead qualification through onboarding, satisfaction reviews, and referral activation to maintain high retention. Drove lead generation contributing to 80% of new qualified leads, ran structured client health check-ins to mitigate renewal risks, and produced campaign content to ensure brand consistency.

Account Management Client Lifecycle Management Lead Qualification Content Production Brand Consistency

Growth Marketing & Sales Lead

Sytemap

Oct 2024 - Jun 2025 (8 months)

Developed GTM and retention strategies across B2B and B2C segments, contributing to N150M in quarterly revenue. Launched lead generation campaigns across Google, Meta, and LinkedIn to drive 20,000+ qualified leads and built a 4,000-member WhatsApp community, while leading pipeline reporting and NRR forecasting for renewal and upsell decisions.

GTM Strategy Retention Strategy Lead Generation Pipeline Reporting NRR Forecasting

Customer Support/Experience Lead

ALX Nigeria

Feb 2024 - Oct 2024 (8 months)

Led a 28-agent call center managing 300,000+ enrolment/activation calls and 200,000+ retention calls, achieving a 96% conversion rate across the portfolio. Managed customer success across 10 programmes to deliver 50% growth in enrolment and retention within 6 months, designed onboarding call scripts, curated 5 super calls (100,000+ applicants) with 80%+ conversion and 97% CSAT, and resolved 40,000

Customer Support Leadership Call Center Management Onboarding Conversion Rate Optimization CSAT

Administrative Officer

Fliptex Bureau De Change

Jan 2021 - Jun 2023 (2 years 5 months)

Supported executives with daily operations including scheduling and document preparation. Coordinated logistics for corporate events and managed customer interactions with professional, timely responses.

Scheduling document preparation Event Logistics Customer Service Administrative Support

UX/CX Researcher

Attain Base

May 2022 - Feb 2023 (9 months)

Conducted voice-of-customer interviews with 100+ B2B companies to surface unmet needs and inform ERP software product roadmaps and usability improvements. Developed user personas and facilitated usability testing, translating requirements into prioritized, actionable design recommendations.

UX Research Personas Usability Testing ERP Product Insights Qualitative Research

Learner Experience Coordinator

Academic Fountain Schools

Jan 2017 - Jan 2020 (3 years)

Developed learner engagement and retention strategies, preparing 300+ students for examinations with a 98% credit pass rate. Monitored programme metrics for continuous improvement and curated events to promote active learning and community participation.

Retention Strategy Events

Customer Relationship Manager

Meridian MFB

Mar 2015 - Jan 2017 (1 year 10 months)

Managed a portfolio of retail and SME banking clients, resolving complaints with an 85% satisfaction rate and implementing feedback-driven service improvements to reduce churn. Marketed financial products through consultative selling to increase new account acquisition and improve customer retention.

Portfolio Management Consultative Selling Customer Retention Service Improvement