Open to opportunities

Gloria Michael

@gloriamichael1

Message

Customer Success leader driving retention, NRR growth, and scalable onboarding for B2B SaaS and fintech.

Nigeria

Message

What I'm looking for

I’m looking to lead customer success strategy end-to-end—driving retention and NRR, scaling onboarding and lifecycle processes, and serving as a trusted advisor to enterprise clients through data-driven insights and cross-functional partnership.

I’m a results-driven Customer Success Manager with 8+ years of progressive leadership in B2B SaaS and fintech, focused on global client retention strategy and Net Revenue Retention (NRR) growth. I act as a trusted advisor to enterprise clients, partnering cross-functionally with Sales, Product, and Finance to align customer outcomes with commercial priorities.

I built scalable customer success operating models and data-driven onboarding and lifecycle systems from the ground up. At Fintech Vibra, I boosted product adoption by 30%, reduced early-stage churn by 20% within 12 months, and reduced the support backlog by 40%—while maintaining 90–95% customer satisfaction across multicultural, global accounts.

Today, I also scale CS capability across regions: I founded Elevate Your CS Career Programme, building a fast-growing training community and developing the proprietary SWITCH Framework. As a customer success consultant, I design and deliver training ecosystems for onboarding, retention, churn reduction, lifecycle management, and SaaS tool mastery.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Consultant

Current

The African School of CS

Jan 2026 - Present (6 months)

Designs and delivers a comprehensive customer success training ecosystem for 2000+ customer success professionals across Africa. Built the SWITCH Framework and created simulations, mentorship partnerships, and scalable community learning to improve learner outcomes.

Customer Success Training Onboarding Retention Strategy Customer Lifecycle Management Framework Simulation Assignments Mentorship Community Building

Current

Founder

Current

Elevate Your CS Career Programme

Jan 2023 - Present (3 years 6 months)

Built and scaled a customer success training community for 500+ professionals, equipping learners with enterprise-ready tool skills, CS knowledge, and leadership capabilities. Achieved a 40% interview success rate among completers and established mentorship partnerships with CS leaders across Africa, the UK, and the US.

Customer Success Training Community Building Interview Success Program Design Simulation Assignments Mentorship Leadership Development

Senior Customer Success Manager

Fintech Vibra

Jan 2022 - Jan 2025 (3 years)

Leads customer success operations for enterprise accounts, defining retention strategies and building scalable onboarding and health scoring. Improved product adoption by 30%, reduced early-stage churn by 20% within 12 months, reduced support ticket backlog by 40%, and maintained 90–95% customer satisfaction.

Customer Success Operations Retention Strategy Onboarding Customer Health Customer Lifecycle Management KPI Tracking HubSpot

Convener

MindShift Programme

Jan 2022 - Jan 2023 (1 year)

Trained nearly 500 emerging tech talents across Africa on mindset, career development, and global employability skills in a remote-first environment. Coordinated a high-growth, remote-first learning experience focused on employability outcomes.

Mindset and Career Development Training Remote First Environment Employability Skills Talent Development Program Coordination Global Employability

Customer Success Associate

Quidax

Jan 2018 - Jan 2022 (4 years)

Manages B2B account relationships and delivers customer education through webinars, onboarding calls, and knowledge base content. Analyzed product usage and payments workflow data to identify adoption risks, prepare executive-level retention and churn reporting, and reduce repeat support tickets.

B2B Account Management Customer Education Product Usage Analysis Executive Reporting Webinars Knowledge Base Retention Support Ticket Reduction

Operations & Relationship Officer

Vasc Financial Services

Jan 2016 - Jan 2018 (2 years)

Manages customer portfolios and strengthens customer engagement and repayment outcomes while streamlining operational workflows between field and internal teams. Reduced loan default rates by over 30% in one year and shortened resolution times through improved cross-functional coordination and escalation.

Portfolio Management Customer Engagement Customer Escalation Service Recovery Cross functional Coordination