KIKIETH User
@kikiethuser
Senior Customer Success leader driving retention, revenue expansion, and scalable support operations.
NigeriaWhat I'm looking for
I am a Senior Customer Success professional with 8+ years of experience across SaaS, fintech, and business services, focused on turning high-pressure situations into loyalty-building outcomes. I specialize in customer lifecycle management, crisis de-escalation, and revenue expansion.
I've prevented N20M+ in churn losses and generated N5M+ in expansion revenue while maintaining a 98% average satisfaction rate and 92% first-contact resolution. I scale support operations effectively, growing daily interactions from 50 to 500+ without sacrificing quality.
Operationally, I design SOPs, QA frameworks, and workflow automations that reduced response-time variance by 80% and delivered 90% response-time improvements. I lead teams, having built and coached a 12-person support organization and improved team performance scores by 60%.
I bring strong technical proficiency with Salesforce, HubSpot, Zendesk, Intercom, Power BI, Tableau and blockchain/payment systems, combined with hands-on regulatory compliance experience (KYC/AML) and business formation processes to drive measurable business impact.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Manager
Devcent
Feb 2022 - Present (4 years 4 months)
Generated N5M+ expansion revenue and recovered clients worth N20M through CRM-driven escalation and account reviews; scaled support from 50 to 500+ daily interactions while maintaining 98% satisfaction.
Customer Experience Specialist
VACC Vera Alex Crypto Company
Feb 2019 - Sep 2020 (1 year 7 months)
Managed 1,500+ weekly support cases with 95% satisfaction and 92% first-contact resolution; led KYC compliance for 2,000+ users across 15 countries and guided crisis communications during market volatility.
Customer Relations Manager
Melvich Moore Limited
Aug 2018 - Sep 2019 (1 year 1 month)
Prevented $400K potential churn and drove a 40% increase in customer lifetime value, generating N12M+ incremental revenue through CRM-driven segmentation and targeted onboarding.
Customer Service Representative
AIMS Asset Limited
Jan 2016 - Feb 2018 (2 years 1 month)
Handled 200+ daily queries with 98% satisfaction and top-10% team ranking for 18 months; reduced new-hire training time by 30% through process documentation and training materials.
Education
Degrees, certifications, and relevant coursework
Rome Business School
Master of Science, Business Management
Pursuing a Master of Science in Business Management with coursework focused on management, strategy, and business operations.
Obafemi Awolowo University
Bachelor of Science, Business Administration
Grade: Magna Cum Laude
Completed a Bachelor of Science in Business Administration, graduating with Magna Cum Laude honors.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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