Kemi Adene
@kemiadene
Customer Success Manager improving retention, CSAT, and adoption through proactive support.
NigeriaWhat I'm looking for
I’m a Customer Success Manager at Union Bank of Nigeria Plc, focused on driving customer retention, growth, and long-term client success. I manage a portfolio of high-value clients and build strong relationships that support long-term retention through proactive engagement.
I developed and implemented customer success strategies that improved customer satisfaction scores (CSAT) by over 25%. I also lead onboarding for new clients—reducing time-to-value and increasing product adoption—while collaborating with product and operations teams to resolve complex customer issues and improve service delivery.
I monitor customer health metrics and proactively engage at-risk clients to reduce churn. Alongside generating reports and insights to guide business decisions, I train and mentor junior customer support staff, and I bring a strong foundation from my time as a Customer Support Officer supporting customers via phone, email, and in-person channels while documenting interactions in CRM systems.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Union Bank of Nigeria Plc
Dec 2020 - Present (5 years 4 months)
Managed a high-value client portfolio and drove retention, growth, and long-term customer success. Improved customer satisfaction (CSAT) by over 25% through customer success strategies, proactive at-risk engagement, and cross-functional resolution of complex issues.
Customer Support Officer
Union Bank of Nigeria Plc
Jun 2015 - Dec 2020 (5 years 6 months)
Delivered efficient customer support across phone, email, and in-person channels, resolving account issues, transaction disputes, and service complaints. Maintained high customer satisfaction by escalating complex cases appropriately and educating customers on banking products while documenting interactions in CRM systems.
Education
Degrees, certifications, and relevant coursework
National Open University of Nigeria
Master’s Degree, Educational Administration and Planning
Earned a master’s degree in Educational Administration and Planning from the National Open University of Nigeria.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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