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Joy Anene

@joyanene

Customer Success Manager at Dolce Vita Stays who retained 40 of 45 property owners and builds proactive SaaS onboarding and retention systems.

Australia

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What I'm looking for

I'm seeking a Customer Success role focused on proactive SaaS onboarding, product adoption and retention, where I can spot customer problems early and own them through to resolution.

At Dolce Vita Stays, I retained 40 of 45 property owners by keeping guests happy, resolving problems quickly and communicating clearly with owners. I manage properties and guest communication from enquiry through post-stay follow-up, and own escalations through to resolution.

In a Sunrise Pocket case study, I diagnosed where customers dropped out of the digital banking journey and designed a phased onboarding and customer success roadmap. I also built a HubSpot system for onboarding tracking, support and proactive outreach to customers who stopped registering.

For BukkiBooks, I built a HubSpot Customer Health Score Dashboard for 103 accounts, using customer activity and support signals to surface risk reasons and priorities. I also created a feature-abandonment workflow that alerts the team to investigate before a complaint.

Earlier, I supported customers and guests at WILLIAM SHEA CONSULTING LLC and coordinated site work at NULEX CONSTRUCTION. My work spans customer onboarding, retention, operations and process improvement, with tools including HubSpot, Zendesk, Zapier and Figma.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager & Customer Service

Current

Dolce Vita Stays

Aug 2024 - Present (2 years 2 months)

Retained 40 of 45 property owners (about 89%) over two years by keeping guests happy, resolving problems quickly, and communicating clearly with owners. Managed 40+ properties, most top-rated on Airbnb, covering guest communication from enquiry through post-stay follow-up.

Customer Retention Guest Communication Escalation Management Stakeholder Management Process Improvement Hospitable Hostaway Guesty Pricelabs

Customer Support & Guest Manager

William Shea Consulting LLC

Feb 2025 - Feb 2026 (1 year)

Managed customer and guest communication across multiple touchpoints, responding to questions, service requests, and operational concerns. Investigated issues, coordinated the right teams and service providers, and followed requests through to resolution.

Customer Support Communication Skills Issue Resolution Prioritization Record keeping

STR Operations Manager

Upwork

Jun 2022 - Aug 2024 (2 years 2 months)

Worked with 40+ clients globally, handling guest and owner communication and day-to-day short-term rental operations at scale. Used Guesty, Hospitable, and Hostaway to manage messaging, availability, and operations.

Short Term Rental Operations Guest Communication Owner Communication Guesty Hospitable Hostaway

Project Coordinator

Nulex Construction

Jan 2022 - Dec 2023 (1 year 11 months)

Coordinated handymen, site workers, and other tradespeople, scheduling tasks and keeping work moving on site. Communicated progress, delays, and requirements between site teams, suppliers, and project stakeholders, and followed issues through to resolution.

Project Coordination Scheduling Communication Skills Stakeholder Management Task Tracking

Education

Degrees, certifications, and relevant coursework

Digital Witch Academic School

Customer Success & Account Management Programme, Customer Success & Account Management

Completed the Customer Success & Account Management programme in 2026, including case-study projects on customer success strategies.

HubSpot Academy

HubSpot Service Hub Software Certification, Service Hub Software

Earned the HubSpot Service Hub Software Certification in October 2026.

Airtable

Airtable Admin Certification, Airtable

Earned the Airtable Admin Certification in June 2025.

Airtable

Airtable Builder Certification, Airtable

Earned the Airtable Builder Certification in June 2025.

Nnamdi Azikiwe University

Master of Science (MSc), Facilities Management

Master of Science in Facilities Management with focus on property and asset management, operations management, technology in property maintenance, and research and data analysis.

IBM

Customer Engagement Specialist Certification, Customer Engagement

Earned the Customer Engagement Specialist Certification in May 2022.

Nnamdi Azikiwe University

Bachelor of Science (BSc), Building

Grade: Second Class Upper

Bachelor of Science in Building with Second Class Upper, focusing on project management, construction management, building services, and quality management.