Open to opportunities

Molly Kinyua

@mollykinyua

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Customer Success Manager with expertise in client satisfaction and retention.

Kenya

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What I'm looking for

I am looking for a role that allows me to leverage my expertise in customer success while fostering strong client relationships and driving business growth.

I am a Customer Success Manager with over 7 years of experience in the fintech and IT sectors. My career has been dedicated to driving client satisfaction, retention, and revenue growth. I have a proven track record of managing high-value accounts and implementing data-driven strategies that enhance customer engagement and reduce churn.

In my current role as Customer Success Lead at Cellulant Limited, I manage a portfolio of enterprise clients, developing and executing strategies that align with their goals. My efforts have resulted in a 25% revenue increase from existing accounts. I am passionate about building lasting client relationships and ensuring that our services deliver measurable results.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Lead

Current

Cellulant Limited

Jan 2018 - Present (7 years 5 months)

Managed and expanded a portfolio of enterprise clients in mobile payments and digital banking. Developed customer success strategies leading to a 25% revenue increase, facilitated onboarding, and acted as the primary escalation point for service-related issues.

Customer Success Management Strategic Account Planning Client Relationship Management Customer Onboarding Cross Functional Collaboration

Account Manager

HorseBridge Network Systems

Jan 2017 - Jan 2018 (1 year)

Oversaw strategic client accounts in the ICT sector, managing relationships to deliver service excellence. Created tailored account plans and delivered performance reports to improve decision-making and deepen engagement.

Client Relationship Management Strategic Account Planning performance reporting Technical Support Communication Skills Business Alignment

ICT Support Analyst

Faulu Kenya Limited

Sep 2015 - Dec 2016 (1 year 3 months)

Provided first-line IT support for users, ensuring minimal service disruption. Maintained ticketing records to identify issues and proposed system improvements while delivering end-user training.

IT Support Ticketing Systems User Training Customer Support Communication Skills Problem Solving

Technical Support Engineer

Virtual City Limited

Apr 2014 - Oct 2015 (1 year 6 months)

Supported clients in troubleshooting hardware and software issues. Delivered onboarding and systems training, collaborating with teams to enhance user experience and reduce support queries.