Open to opportunities

Lucy Tarus

@lucytarus

Message

I retain and grow enterprise B2B accounts through customer health and lifecycle strategy.

Kenya

Message

What I'm looking for

I'm seeking a Head of Customer Success role where I can scale enterprise account management, strengthen customer health scoring and revenue retention, and lead cross-functional remote teams.

At HSA Group Kenya, I manage a 50+ account B2B enterprise portfolio, sustaining over 90% net revenue retention through virtual QBRs, proactive health audits, and structured escalation pathways.

I've built customer health score frameworks across Salesforce, SAP CRM, and Zendesk, using cohort analysis and platform usage data to identify churn risks before they become losses. By uncovering expansion opportunities and partnering with Sales, I've increased repeat business by 15% while improving onboarding and time-to-value.

I also coach a distributed team of four CX Executives through asynchronous reviews and KPI frameworks, reducing ticket resolution time by 25%. Earlier at HSA Group Kenya, I strengthened client satisfaction, marketing performance, and cross-functional delivery across FMCG and manufacturing accounts.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Experience Executive

Current

HSA Group Kenya

Jul 2022 - Present (4 years 1 month)

Managed a high-value B2B enterprise portfolio of 50+ accounts, sustaining over 90% net revenue retention through virtual QBRs and proactive health audits. Established standardized customer health score frameworks within Salesforce, SAP CRM, and Zendesk to identify at-risk account cohorts prior to churn events.