Open to opportunities

Sally Arachi

@sallyarachi

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Customer Success Manager driving product adoption, data-driven insights, and exceptional client outcomes.

Kenya

Message

What I'm looking for

I seek a customer-success role where I can drive product adoption, improve workflows with data-driven insights, collaborate cross-functionally, and deliver high CSAT in a growth-focused, customer-centric team.

I am a Customer Success and Support Specialist with 5+ years' experience helping clients maximize value from digital products, SaaS platforms, and technical solutions. I excel at onboarding, platform training, technical support, and cross-functional collaboration with product, engineering, and operations teams.

I have a proven record of maintaining 95%+ CSAT, reducing repeat queries and ticket backlogs, and improving feature adoption through training and documentation. I build dashboards and reports to track trends and performance, conduct root-cause analysis, and ensure data accuracy across backend systems.

I am committed to translating business objectives into actionable processes that drive ROI for customers, validate product fixes with engineering, and support continuous product improvement through customer feedback and structured reporting.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Leap Event Technology

Oct 2024 - Present (1 year 3 months)

Supported clients on an event SaaS platform, handling 50–80 weekly inquiries, leading product training and guides that reduced repeat queries by 15% while validating bug fixes with Product teams.

Customer Success Onboarding Product Training Zendesk Technical Troubleshooting Data Entry Cross Functional Collaboration

Sales and Support Agent

Intergo Telecom Ltd

Aug 2022 - Aug 2024 (2 years)

Delivered support for a telecom SaaS platform, reducing ticket backlog by 30% through prioritized workflows, assisted onboarding and integrations, and provided product demos and documentation.

Technical Support Onboarding CRM Documentation Customer Training

Customer Support Manager

HOMEROOTS

Oct 2020 - Jan 2023 (2 years 3 months)

Managed B2B client accounts and sales operations processing 50+ daily orders, resolved complex inventory and system discrepancies, and provided product feedback to improve platform experience.

Account Management Order Processing Customer Support Process Improvement Cross Functional Communication

Customer Happiness Specialist

Café con Libros

Jun 2020 - Jul 2021 (1 year 1 month)

Oversaw 300+ monthly online orders, ensured accurate order data and confirmations, and maintained high customer satisfaction through proactive multi-channel support.

Customer Support Order Management Data Entry Customer Engagement