ralph nikko User
@ralphnikkodaguman
I build proactive customer success operations that improve SaaS adoption, retention, and customer value.
PhilippinesWhat I'm looking for
I manage North American property management accounts on a B2B purchasing platform, shifting customer engagement from reactive ticket handling to proactive activation, adoption, and retention outreach.
I use HubSpot, Looker Studio, and Snowflake to monitor account health, automate onboarding and re-engagement workflows, and identify adoption barriers. By connecting platform value to executive goals, I've helped clients achieve an average of 14% annual cost savings.
Previously at Actum Lab NA, I standardized post-sale operations for SaaS visualization software, led white-glove enterprise onboarding, and translated customer feedback into playbooks, automated communications, and product roadmap improvements.
Experience
Work history, roles, and key accomplishments
Customer Success Specialist
Purchasing Platform
Jan 2025 - Present (1 year 9 months)
Owned end-to-end account health for North American property management accounts, shifting from reactive ticket handling to proactive lifecycle outreach. Managed HubSpot CRM records, built automated email sequences, and analyzed usage data in Looker Studio and Snowflake to identify at-risk accounts and drive re-engagement.
Customer Success Manager
Actum Lab Capital Group
Oct 2023 - Apr 2025 (1 year 6 months)
Managed a portfolio of 65+ B2B SaaS accounts representing $200K+ ARR, achieving 92% GRR and 15% YoY ARR expansion. Led onboarding and technical setup of an AI-powered AR product visualizer.
Key Account Manager – Customer Success
Opulence
Apr 2022 - Oct 2023 (1 year 6 months)
Managed the full sales cycle and customer success implementation for key accounts in architectural and engineering products and smart home integrations. Delivered technical demos and training while analyzing behavioral data to drive retention.
Key Account Executive / Product Specialist
Kuysen Enterprises Inc.
Sep 2016 - Apr 2022 (5 years 7 months)
Managed the full sales cycle from lead generation to closure for industrial and architectural accounts. Exceeded annual sales quota by 2.1x, generating ₱28M in revenue in 2021.
Education
Degrees, certifications, and relevant coursework
IBM
SQL: A Practical Introduction for Querying Databases, Data Science
Completed a practical introduction to querying databases using SQL.
Coursera
AI-Powered Customer Success Specialization, Customer Success
Completed an 8-course specialization covering Generative AI, Voice of Customer, customer retention, and chatbot design.
Polytechnic University of the Philippines
Bachelor of Science in Business Administration, Marketing Management
Bachelor of Science in Business Administration with a major in Marketing Management.
Google Prompting Essentials Specialization, AI and Productivity
Completed a specialization on prompting essentials, including designing prompts for everyday work tasks and data analysis.
HubSpot Academy
Customer Success courses, Customer Success
Completed coursework in Customer Success through HubSpot Academy.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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