Open to opportunities

Mercy Mwangi

@mercymwangi1

Message

Customer Success Manager driving adoption, retention and revenue through structured onboarding and CX strategies.

Kenya

Message

What I'm looking for

I seek a customer-centric role where I can lead onboarding and adoption, collaborate cross-functionally, drive retention and scale CX processes in a growth-oriented company.

I am a customer-focused Customer Success Manager with six years of experience guiding SMEs and mid-market clients through onboarding, training and adoption of technology platforms such as Salesforce. I have led onboarding for 120+ clients, implemented CX initiatives that increased engagement and reduced onboarding time by 30%, and contributed VoC insights to bi-annual business reviews to shape product and operations improvements.

I combine hands-on client training, performance metric analysis and cross-functional collaboration to drive retention and revenue growth. I have managed follow-up processes, incident reporting, QA for rollouts, talent development and sales enablement activities, achieving high CSAT and renewal rates while building scalable onboarding and documentation standards.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Daybreak Energy

Feb 2020 - Present (5 years 7 months)

First point of contact for onboarding and managing 120 SMEs and mid-market clients; implemented onboarding and CX initiatives that reduced onboarding time by 30% and drove higher Salesforce adoption through tailored training.

Customer Onboarding Salesforce Stakeholder Engagement Process Improvement SaaS Integration

Customer Support Officer

Daybreak Energy

Oct 2014 - Jan 2020 (5 years 3 months)

Improved customer experience to achieve a 90% client satisfaction rate and drove upsell opportunities across 50 accounts, increasing product adoption by 20% and maintaining an 85% licence renewal rate.

Customer Support Account Management Upselling Renewals Management CRM Documentation Client Relations

Customer Service Intern

Free Pentecostal Fellowship Kenya

Feb 2014 - Apr 2014 (2 months)

Organized community mobilization and care initiatives addressing HIV awareness and support, facilitating income-generating activities and inter-group knowledge transfer that strengthened community networks.

Program Coordination Advocacy Monitoring & Evaluation Stakeholder Engagement Capacity Building Documentation