Sophia Fagbemi

I’m a Customer Success Lead with a rare dual perspective: I moved from Head of Sales into customer success after mastering the product from the field. That experience shapes how I communicate and how I design onboarding—always in founder, sales director, and agent language.

In my current role, I lead end-to-end onboarding for a B2B SaaS sales automation platform, coordinating simultaneous client onboarding with clear prioritization, workload balancing, and consistent quality. I run sales process audits, build custom playbooks and scripts, configure tools and integrations (CRM/API/Make/Zapier/Twilio/Masip/Retool), and optimize for minimal time-to-value. I also own the 30-60-90d post go-live loop for adoption, blocker detection, and strategic sessions, while driving retention through risk diagnosis, incident resolution, dev escalation, and loyalty offer negotiation—directly supporting MRR.

I’ve also managed large-scale revenue operations: as a Senior Sales Manager, I led 50+ outbound B2C agents across multiple markets with strong KPI ownership and weekly rituals. I developed talent through structured promotion pathways (from rep to team lead to manager), led a full market launch setup (recruitment, sales processes, support, IT rollout), and handled retention drivers including post-purchase follow-up, cart abandonment, dispute resolution, and contract negotiation.

Earlier in my career, I managed teams and built onboarding systems—creating an expert onboarding process “(<15 days)” and leading monthly KPI rhythms and execution standards across inbound and outbound functions. My ethos is simple: audit what’s happening, codify best practices into actionable playbooks, train teams to execute, and close the loop with NPS/CSAT feedback so the product and the process continuously improve.