Goodness Okoroafor
@goodnessokoroafor
Customer Success specialist driving SaaS adoption, retention, and multilingual support.
NigeriaWhat I'm looking for
I am a results-driven Customer Success professional with four years' experience supporting high-volume FinTech and AI products. I specialize in onboarding, technical troubleshooting, multilingual support across Anglophone and Francophone regions, and CRM-led workflows that improve product adoption and user satisfaction.
At Indigenius AI I led onboarding and engagement programs that boosted adoption 60% in 90 days and cut churn 80%, while reducing ticket resolution time 50% through cross-functional collaboration and customer-driven product feedback.
Experience
Work history, roles, and key accomplishments
Customer Success Analyst
Indigenius AI
Jun 2025 - Present (9 months)
Led end-to-end onboarding and training, increasing product adoption by 60% within 90 days and reducing churn by 80% through proactive engagement and account health monitoring.
Customer Service Representative
Ecobank Nigeria
Feb 2022 - Jun 2025 (3 years 4 months)
Managed high-priority complaints across Anglophone and Francophone customers, maintaining excellent CSAT and exceeding SLA targets while reducing escalations to technical teams by 70%.
Education
Degrees, certifications, and relevant coursework
University of Benin
Bachelor's Degree, Linguistics
Completed a Bachelor's degree in Linguistics from the University of Benin focusing on linguistic theory and applied language studies.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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