Olusegun Adebayo
@olusegunadebayo1
Customer Success professional driving SaaS adoption, retention, and high-SLA support in remote environments.
NigeriaWhat I'm looking for
I am a Customer Success and Customer Support professional with 5+ years supporting SaaS platforms in fully remote, fast-paced environments. I specialize in onboarding, product training, troubleshooting, escalation management, and managing high-volume ticket queues while maintaining SLA and CSAT targets.
I have supported 100+ customer accounts, managed 40–60+ technical tickets weekly with 95%+ SLA compliance, and built technical documentation and runbooks that improved self-service adoption. I collaborate with product and engineering teams to reproduce bugs and validate fixes, advise customers on workflow optimization, and drive adoption, retention, and long-term satisfaction.
Experience
Work history, roles, and key accomplishments
Remote Customer Success Manager
Senri Nigeria Limited
Jan 2023 - Present (3 years 1 month)
Manage 100+ customer accounts and 40–60+ technical support tickets weekly for a SaaS platform, maintaining 95%+ SLA compliance and improving first-contact resolution through structured troubleshooting and documentation.
Customer Support Personnel
Avetium Consult
Jan 2021 - Dec 2022 (1 year 11 months)
Delivered end-to-end SaaS user support using Zoho CRM and Zoho Desk, meeting SLA and CSAT targets while providing product training and proactive after-sales follow-ups to drive adoption and retention.
Customer Service Officer
Broadshift Technologies
Mar 2020 - Jan 2021 (10 months)
Handled 50+ weekly inquiries across email, chat, and phone, resolving transaction-related issues with a 95%+ success rate and reducing repeat contacts by 20–30% through user guidance and issue documentation.
Call Center Agent
Outcess Solutions Company
May 2019 - Jan 2020 (8 months)
Supported high-volume inbound/outbound contact center operations, maintained SLA and quality benchmarks, and used CRM tools to track cases and ensure accurate, timely resolutions.
Education
Degrees, certifications, and relevant coursework
UIUniversity of Ibadan
Bachelor of Education, Human Kinetics and Health Education
2013 - 2018
Completed a Bachelor of Education in Human Kinetics and Health Education, focusing on health instruction and physical education pedagogy.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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