Grace Wachira

I’m a results-driven Customer Success Specialist with 7+ years of experience turning complex customer challenges into measurable retention wins. I build trusted relationships remotely, orchestrate seamless onboarding, and translate technical product features into clear customer value—so teams see impact fast.

In my current role as Customer Success & Digital Growth Lead at Lara Mart, I manage end-to-end customer success workflows and maintain a 95% first-contact resolution rate. I’ve helped deliver a +25% customer satisfaction uplift, implemented a full CRM platform, boosted CRM data accuracy by +35%, and enabled smarter account planning through better account health tracking and dashboards.

Previously, as a Customer Success Supervisor at Forever254 Fashion Store, I led a customer service team to improve satisfaction and grow revenue through product engagement. I increased service satisfaction ratings by 20%, delivered cross-selling and upselling training that drove 15% upsell success, and redesigned workflows to reduce return processing time by 25%—while coaching teams and monitoring KPIs.

Earlier, I supported multi-channel customers as a Sales & Customer Experience Executive and Customer Service Representative, sustaining 90%+ and 85% satisfaction rates respectively. Across roles, I’ve consistently reduced complaints and response times, handled escalated cases with structured resolution frameworks, and strengthened operations with documentation and async-first communication.