Grace Sam

I’m a senior customer success manager and retention strategist with 3+ years of experience helping SaaS and EdTech companies turn large, global customer bases into loyal, long-term revenue.

My edge is designing onboarding and retention systems that scale—building genuine relationships while reading the data behind customer behavior. I’m truly invested in helping teams see churn before it happens and ensuring customers get tangible, measurable value from what they’ve bought.

In my current role, I’ve managed 10,000+ customers while sustaining 90% CSAT. By redesigning onboarding and automating CRM check-in workflows across Salesforce and HubSpot, I reduced churn by 55%, protected and grew GBP 200,000+ in account revenue, cut manual CS workload by 40%, and delivered 120+ live customer programs with zero technical failures.

Previously, as a client relations and sales support specialist, I improved client response time by 75% across 200+ annual engagements and achieved 100% on-time completion of client-facing deliverables by building stronger scheduling and documentation tracking systems.