Kadiri Michael

I’m a Customer Success Manager with 5+ years of experience across SaaS, financial services, and utilities. I translate customer goals into measurable outcomes using data-driven insights and cross-functional collaboration.

At SeamlessHR, I manage a portfolio of 100+ mid-market accounts and own the full post-onboarding lifecycle from activation through renewal and expansion. I drove product adoption from 60% to 80% and renewal rate from 80% to 90% by building structured engagement, usage reviews, and targeted intervention for at-risk accounts.

I also built and implemented a Time-to-Value (TTV) adoption tracker for implementation and golden window clients, reducing time to first value by 30%. To protect retention, I analyze health indicators across HubSpot and partner with Sales, Product, Implementation, and Support to resolve escalations within SLA.

Before SeamlessHR, I improved customer service outcomes at Ikeja Electric, resolving complex issues through an escalation framework that lifted CSAT to 95% and collaborating across technical and billing teams to reduce disruptions by 30%. Earlier at Sterling Bank, I supported POS operations, trained customers to drive adoption, and built a Power BI NPS Insights Dashboard to help the CX team convert detractors and passives into promoters.