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Sheriff-deen Olokodana

@shevi

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Customer Success Manager with 4+ years improving onboarding, retention, and SLA-backed customer experience.

Nigeria

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What I'm looking for

I want to own end-to-end onboarding, retention, and churn prevention in a SaaS environment. I’ll partner cross-functionally, use CSAT/NPS and CRM data to drive outcomes, and build repeatable processes that reduce friction and improve time-to-value.

I’m a customer success professional with 4+ years driving LinkedIn profile retention, onboarding, and satisfaction across Fintech, E-commerce, and Telecom. I focus on measurable outcomes—resolving 95%+ of issues within SLA and supporting fast time-to-value through structured onboarding.

In my current role as a Customer Success Manager, I own end-to-end customer onboarding and activation and lead lifecycle communication that improves activation rates. I partner with product and engineering to surface onboarding funnel friction points, and I maintain strong CRM hygiene in HubSpot to support proactive retention outreach and accurate segmentation.

I’ve also led teams and operational improvements, including running weekly performance reporting on CSAT, churn signals, and engagement metrics. I’m comfortable building process documentation within the first 30 days, running customer check-ins and QBRs, and pre-empting at-risk accounts with data-informed action plans.

Earlier roles strengthened my ability to deliver multichannel support, execute targeted campaigns, and improve workflows through ticket routing rules and structured follow-ups. I bring a customer-first mindset to every lifecycle stage—activation, retention, and expansion—while collaborating cross-functionally to turn customer feedback into product impact.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Daply Tech

Jun 2025 - Present (10 months)

Owned end-to-end customer onboarding and activation, ensuring time-to-value within the first 30 days. Partnered with product and engineering to address onboarding funnel friction, maintained HubSpot CRM hygiene, and reported engagement and churn signals weekly.

Customer Onboarding SLA Management CRM Hygiene QBRs Churn Prevention Cross Functional Collaboration Team Leadership

Customer Success Team Lead

The Good Thing Company

Jun 2024 - May 2025 (11 months)

Led a support team delivering customer success across Nigeria, onboarding 200+ customers monthly and resolving 95%+ of issues within SLA. Improved customer satisfaction by 12%, reduced average response time by 25% through redesigned workflows and standardized documentation, and reported weekly performance metrics to leadership.

Customer Success Leadership Customer Onboarding SLA Management Response Time Reduction Cross Functional Collaboration

Customer Success Associate

FiberOne Broadband

May 2023 - Jun 2024 (1 year 1 month)

Provided multichannel support (chat, email, phone) to 200+ customers weekly while maintaining a 95% satisfaction rating. Onboarded 30+ customers monthly and improved service efficiency by cutting response time 25% and reducing ticket backlog 30% through ticket routing and SLA-based escalation handling.

Multichannel Support Customer Onboarding SLA Management Escalations

Customer Acquisition & Success Associate

Surepayy

Nov 2022 - Apr 2023 (5 months)

Managed post-acquisition customer relationships and converted 35% of leads into active, retained customers through structured follow-ups. Increased engagement by 25% and grew qualified lead pipeline by 20% using targeted email and social campaigns, and used customer data analysis to improve the acquisition-to-activation journey.

Customer Acquisition Lead Conversion & Customer Success Lifecycle Follow Ups Email Marketing Campaigns Pipeline Generation Data Analysis

Administrative Support Officer

National Examination Council

Sep 2021 - Oct 2022 (1 year 1 month)

Supported senior leadership with scheduling, correspondence management, and operational coordination. Maintained accurate records and documentation to ensure timely reporting and internal process compliance.

Administrative Support Scheduling Correspondence Management Coordination Records Management Documentation