Open to opportunities

Miracle User

@miracleuser5

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Customer Success Manager driving adoption, retention, and product growth.

Nigeria

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What I'm looking for

I seek a customer-success leadership role at a product-led company where I can drive adoption, reduce churn, mentor teams, and use customer insights to shape product improvements and measurable retention outcomes.

I am a Customer Success professional with six years of experience in onboarding, relationship management, and SaaS product support, including a year in a leadership role. I focus on delivering exceptional service and enabling customers to achieve their goals.

I have led account portfolios and retention initiatives that increased product sales by 40% year-over-year and reduced churn by 40% through targeted remediation and education efforts. I routinely deliver high-touch onboarding programs and full-cycle customer journeys that boost adoption and time-to-value.

My hands-on support experience includes resolving high-volume inquiries with fast first-response times, updating knowledge bases, and creating onboarding documentation that reduces repetitive queries. I collaborate cross-functionally with product and engineering to translate customer feedback into 10+ product enhancements and measurable UX improvements.

I value data-driven decision making and mentorship, having coached teams to meet conversion KPIs and improve performance. I am passionate about aligning customer success strategies with company goals to drive retention, expansion, and long-term loyalty.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Specialist

Current

Grey

Jan 2025 - Present (8 months)

Resolved 200+ daily conversations (peak 400) with a 3-minute first response time, authored knowledge base and onboarding guides, and relayed product feedback that informed feature improvements.

Live Chat Support Email Support Escalation Management Customer Education CRM Troubleshooting Cross Functional Collaboration

Customer Retention Lead

Brass Technologies

Jan 2023 - Jan 2024 (1 year)

Led outbound outreach to churned users and onboarding drop-offs, achieving a 35% reactivation rate and designing scripts and frameworks that reduced onboarding friction by 20%.

Outbound Outreach Data Analysis Outreach Metrics Customer Segmentation

Customer Success Manager

Brass Technologies

Jan 2022 - Jan 2024 (2 years)

Managed 100+ key accounts and implemented success strategies that increased product sales 40% YoY, achieved 92% first-contact resolution and reduced churn by 40%.

Account Management Onboarding Customer Insights Product Launches Analytics Cross Functional Collaboration

Customer Success Associate

Eden Life

Jan 2020 - Jan 2022 (2 years)

Optimised onboarding to cut time-to-value by 35% and achieved 95% retention while driving a 22% increase in average customer spend through data-driven upselling. Managed B2B accounts with 98% conversion accuracy and improved feature adoption by 35%.

Customer Onboarding Upselling Customer Training Retention Data Analysis

Customer Service Representative

Outcess Nig.

Jan 2017 - Present (8 years 8 months)

Resolved customer complaints via phone achieving a 95% satisfaction rate, retained 30% of at-risk customers, and improved database accuracy to 98% through thorough account refinement.

Phone Support Upselling Customer Retention