JN

Open to opportunities

Joan Nnah

@joannnah

I grow enterprise SaaS accounts through retention, adoption, and expansion.

What I'm looking for

I'm looking to lead enterprise customer success across complex SaaS accounts, driving retention, product adoption, renewal, and expansion through consultative strategy, executive partnership, and scalable AI-powered workflows.

At 1Password, I manage 70+ enterprise cybersecurity SaaS accounts and sustain 98% gross revenue retention through proactive risk management, executive engagement, and consultative account strategy.

I lead strategic business reviews, renewal and expansion conversations, and customer success planning that connect product usage to measurable business outcomes. I also work with Solution Engineers and Technical Account Managers to accelerate adoption and translate technical capabilities into clear value for non-technical stakeholders.

Previously at Higher Logic Vanilla, I owned retention and growth across a ~$4M ARR portfolio of 60+ enterprise and mid-market accounts. I developed 100+ success plans, increased onboarding success by 15%, and launched a feedback program that generated 500+ responses and contributed to a 93% CSAT score.

Across B2B SaaS, community technology, and cybersecurity, I've owned the full customer lifecycle—from implementation through renewal and expansion—while building AI-powered workflows and scalable customer success practices that preserve strong customer relationships.

Experience

Work history, roles, and key accomplishments

PA

Current

Senior Customer Success Manager, Enterprise

Current

Jul 2024 - Present (2 years 1 month)

Manages a portfolio of ~70 enterprise accounts, sustaining 98% gross revenue retention through proactive risk management and executive engagement. Leads renewal and expansion conversations, and champions AI and agentic workflow adoption internally.

Customer Success Enterprise Account Management Strategic Account Management Renewal Management Expansions Risk Mitigation Executive Engagement AI Agentic Workflow Agentic AI Dust Salesforce Zendesk Slack Notion

HV

Senior Customer Success Manager

Higher Logic Vanilla

Aug 2022 - Jun 2024 (1 year 10 months)

Owned retention and growth for 60+ enterprise and mid-market accounts, sustaining a 90%+ year-on-year retention rate. Spearheaded development of 100+ customer success plans, increasing onboarding success rates by 15% and elevating CSAT to 93%.

Customer Success Retention Growth Onboarding CSAT Product Adoption Expansion Strategy

BT

Customer Success Manager, Enterprise

Botosoft Technologies

Jun 2017 - Jul 2022 (5 years 1 month)

Owned full-lifecycle customer management for a portfolio of 10 strategic enterprise clients, from onboarding through renewal and expansion negotiation. Led implementation and onboarding processes, ensuring seamless sales-to-success handoffs and fast time-to-value.

Customer Success Enterprise Account Management Onboarding Implementation Renewals Expansions Solution Health Review

BT

Digital Marketing Lead

Botosoft Technologies

Oct 2015 - May 2017 (1 year 7 months)

Led a team in the planning and execution of multi-channel digital campaigns including email, social media, and content marketing. Prepared executive-level performance reports and translated campaign KPIs into actionable insights for senior leadership.

Digital Marketing Email Marketing Social Media Marketing Content Marketing Campaign Management performance reporting KPI Analysis

Education

Degrees, certifications, and relevant coursework

BU

Babcock University

Bachelor of Science, International Law and Diplomacy

Bachelor of Science in International Law and Diplomacy from Babcock University.

Tech stack

Software and tools used professionally

Salesforce

Zendesk

1Password

Agentic

Dust

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