MUMrs Onajite User
@mrsonajiteuser
Senior Customer Success Manager driving retention, adoption, and revenue growth.
NigeriaWhat I'm looking for
I am a results-driven Senior Customer Success Manager with extensive experience managing corporate and SME client portfolios in the banking sector. I specialize in onboarding, product adoption, and building executive relationships that drive retention and upsell revenue.
At TAJBank I managed a $50M+ portfolio, achieved 95% retention, and helped drive $8M in annual upsells while reducing service turnaround time by 30%. I have consistently delivered measurable impact through customer health scoring, risk monitoring frameworks, and quarterly business reviews.
Previously, I held senior client success and relationship roles at Polaris Bank, Union Bank, and Ecobank, where I improved time-to-value and product adoption, raised CSAT, and maintained high SLA compliance. I design scalable onboarding workflows, knowledge resources, and training programs to enhance adoption and engagement.
I collaborate closely with Product, Risk, Operations, and Sales teams to translate customer insights into product and process improvements. I bring a customer-centric mindset, strong analytical skills, and leadership experience to help companies retain customers and expand wallet share.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Manager
TAJBank Limited
Nov 2022 - Present (3 years 3 months)
Managed a $50M+ corporate and SME portfolio achieving 95% retention and exceeding annual revenue targets; led onboarding and cross-functional initiatives that reduced service turnaround time by 30% and drove $8M in upsell annually.
Senior Client Success Manager
Polaris Bank Limited
Oct 2021 - Oct 2022 (1 year)
Managed 100+ client portfolio, designed onboarding workflows that decreased time-to-value by 25%, and conducted QBRs that contributed $5M+ in upsells while improving CSAT from 87% to 94%.
Customer Success Specialist
Union Bank of Nigeria Plc
Apr 2015 - Sep 2021 (6 years 5 months)
Supported day-to-day client operations with 99% SLA resolution rate, monitored portfolio engagement to recommend solutions and created resources that improved onboarding efficiency and product adoption by 30%.
Relationship Officer
Ecobank Nigeria Limited
Sep 2007 - Mar 2015 (7 years 6 months)
Built and maintained corporate client relationships to drive portfolio growth and retention, achieved 99% SLA compliance, and developed onboarding documentation that improved adoption by 30%.
Education
Degrees, certifications, and relevant coursework
NUNexford University
Master of Business Administration, Ecommerce
2022 - 2022
Master of Business Administration specializing in Ecommerce awarded in 2022.
Delta State University
Bachelor of Arts, Mass Communication
2005 - 2005
Bachelor of Arts in Mass Communication awarded in 2005.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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