Open to opportunities

Leah Karanja

@leahkaranja

Message

I am a Customer Success leader driving business growth and operational efficiency.

Kenya

Message

What I'm looking for

I'm seeking a customer-focused role where I can lead retention and operations, improve processes, mentor teams, and work remotely with flexible hours to drive measurable satisfaction and efficiency.

For the past decade, I have built high-performing teams, driven customer satisfaction, led performance reviews and coaching and leveraged data to optimize support operations for local companies and now I am looking to apply the same skills in a global organization and build lasting relationships with international clients.

I am currently managing onboarding, retention, escalations and customer engagement for a growing SaaS client base. I regularly review CRM activity, monitor key health indicators and partnering with product and sales to drive retention and identify expansion opportunities, roles that have helped me keep customer outcomes tied to business goals.

I thrive in environments where operational excellence, team mentorship and continuous learning come together to deliver exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

Insurance Agencies Technologies (INAT)

Feb 2024 - Present (1 year 9 months)

• Managed a growing portfolio of SME and enterprise clients, ensuring onboarding success, product adoption and steady month-over-month retention.
• Developed account strategies based on customer goals and usage insight
• Produced client reports, adoption summaries, and feedback updates for leadership, contributing to roadmap discussions and service improvements.

HubSpot Team Collaboration Communication Skills Retention Onboarding Issue And Risk Management Process Optimization Customer Success Customer Engagement Customer Relationship Management

Branch Manager / Customer Success Lead

Directline Assurance Co. Ltd

Jan 2020 - Jan 2023 (3 years)

Led client success and retention for a high-velocity portfolio of 1,000+ enterprise accounts, introducing process and tracking improvements that improved response times by 25% and increased customer retention by 15%. Built and mentored a 12-person team, raised first-contact resolution by 20%, and ensured SLA compliance while reporting performance to senior management.

Customer Success Retention SLA Management Process Improvement Team Leadership CRM Stakeholder Management

Customer Service Officer

Directline Assurance Co. Ltd

Jan 2015 - Jan 2020 (5 years)

Managed 100+ partner and customer accounts, improving satisfaction scores by 35% through tailored onboarding and policy guidance while handling high-volume queries across email, phone, and in-person channels. Streamlined claims and policy tracking processes to improve turnaround time by 20% and collaborated with cross-functional teams to resolve complex issues.