Precious Bassey
@preciousbassey
Customer Success Manager driving SaaS retention, onboarding, and escalations through technical problem-solving.
NigeriaWhat I'm looking for
I’m a Customer Success Manager with 6+ years of experience driving customer retention, onboarding, and support operations within SaaS and digital product environments. I manage high-volume customer interactions, resolve complex technical issues, and improve support workflows to increase satisfaction and product adoption.
In my recent role, I served as an escalation point between clients and technical teams, coordinating cross-functional partners to reduce resolution time and deliver client-facing solutions. I also led onboarding and user adoption work (100+ monthly interactions), built knowledge base content and FAQs to reduce repetitive requests, and improved internal escalation processes for critical cases—backed by tools like Zoho, HubSpot, Jira, Trello, Slack, and Asana.
Experience
Work history, roles, and key accomplishments
Freelance Website Maintenance
Freelance
Nov 2025 - Present (7 months)
Managed ongoing website updates for a legal services platform, including content uploads, page updates, and media optimization. Collaborated with developers on technical escalations and maintained reliable site performance to improve content turnaround time.
Website Maintenance (WordPress)
Freelance
Nov 2025 - Present (7 months)
Managed ongoing WordPress updates for a legal services platform, handling content uploads, page updates, and media optimization. Collaborated with developers for advanced fixes and technical escalations to keep site content accurate and up to date.
Technical Project Manager
Astract9 Designs
Jan 2024 - Nov 2025 (1 year 10 months)
Served as an escalation point to resolve high-priority customer issues and coordinate clients with technical teams. Reduced issue resolution time by driving cross-functional workflows and translating customer feedback into actionable product and process improvements.
Customer Success & Support Specialist
Astract9 Designs
Mar 2021 - Dec 2023 (2 years 9 months)
Managed 100+ monthly customer interactions across chat, email, and ticketing platforms, guiding onboarding to improve adoption and reduce early-stage churn. Resolved technical and account issues and built knowledge base content/FAQs to decrease repetitive support requests.
Customer Support Representative
NewEdge Finance Ltd
Nov 2019 - Feb 2021 (1 year 3 months)
Handled high-volume inbound and outbound customer interactions in a fast-paced financial services environment. Resolved account-related issues, maintained accurate customer records, and supported performance targets through consistent follow-ups and communication.
Education
Degrees, certifications, and relevant coursework
Babcock University
Bachelor of Science, Information Resource Management
B.Sc. in Information Resource Management from Babcock University (years not specified in the provided resume).
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
Skills
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