Open to opportunities

Stecy Kiprono

@stecykiprono

Message

I’m a customer success leader who turns SaaS usage into retention and growth.

Kenya

Message

What I'm looking for

I’m looking for a customer success/customer experience leadership role in a remote-first environment where I can lead lifecycle strategy, build health scoring and QBRs, and partner cross-functionally to drive retention, expansion, and measurable customer outcomes.

I’m a Customer Success Manager with 8+ years driving the full SaaS customer lifecycle—onboarding, activation, retention, and expansion—across fast-scaling and enterprise B2B and B2C platforms. I help customers and teams translate usage data into renewal and growth strategy.

Currently, as Head of Customer Experience (Consultant) at Litspeed Limited, I own the end-to-end customer lifecycle across digital products, payment services, and merchant channels. I built a Customer Lifecycle Governance Framework and customer health dashboards tracking CSAT, NPS, response time, resolution rate, and churn indicators, then use these insights to guide retention strategy with senior leadership.

Across my roles, I’ve led QBRs, coached customer-facing teams against satisfaction and retention KPIs, and improved onboarding by mapping customer journeys to remove friction. I’m especially energized by cross-functional collaboration—partnering with Risk, Compliance, and Product to resolve escalations quickly and protect account trust and renewal likelihood.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Experience

Current

Litspeed Limited

Owns the end-to-end customer lifecycle across digital products, payment services, and merchant channels, from onboarding through renewal. Builds governance and dashboards for customer health to monitor CSAT, NPS, response/resolution, and churn risk and inform retention strategy.

Customer Lifecycle Management Onboarding Activation Retention Renewals Customer Health CSAT NPS QBR Business Reviews Escalation Management KPI Tracking Customer Journey Mapping Cross Functional Collaboration

Sales Enterprise Manager

Antara Health LLC

Nov 2023 - Jul 2025 (1 year 8 months)

Manages post-sale relationships for enterprise accounts to drive adoption, retention, and growth on a virtual healthcare SaaS platform. Delivers quarterly business reviews and leads onboarding, reporting, and expansion/upsell conversations based on usage and outcomes data.

Enterprise Accounts Adoption Retention Upselling Quarterly Business Review Renewal Readiness Onboarding

Partner Acquisition Associate

BYON8 AB

Apr 2022 - Oct 2023 (1 year 6 months)

Owns end-to-end partner onboarding onto BYON8’s SaaS app and manages partner engagement after onboarding. Builds partner KPI reporting and serves as the relationship bridge between partners and executive leadership.

Partner Onboarding Partner Management KPI Reporting Stakeholder Management Issue Resolution

Credit Control & Business Development

St Mary's Mission Hospital

Jul 2020 - Jul 2021 (1 year)

Manages renewal and retention for corporate and insurance scheme accounts while ensuring service delivery within agreed terms. Resolves claims and scheme disputes through cross-functional coordination and builds performance standards for the client-facing team.

Renewals Corporate Insurance Scheme Management Cross functional Coordination Account Relationship Management

Head of Claims & Business Ops

CheckUps Medical Center

Jul 2019 - Dec 2019 (5 months)

Owns account relationships across corporate and insurance clients and ensures client satisfaction with managed care services. Delivers monthly stakeholder business reviews, leads a multidisciplinary customer-facing team, and drives technology adoption to improve data accuracy and traceability.

Claims Operations Team Leadership technology adoption

Client Relationship & Claims Manager

Nairobi West Hospital

Sep 2017 - Jul 2019 (1 year 10 months)

Manages day-to-day relationships with corporate and insurance clients, including scheme renewals, updates, and service escalations. Negotiates preferential rates and analyzes account and claims data to identify service improvements and reduce resubmission rates.

Client Relationship Management Scheme Renewals Compliance and Risk Management Escalations Claims Management Service Improvement

Accounts Assistant

Diocesan Synod of Nairobi

Oct 2014 - Jul 2017 (2 years 9 months)

Provides client-facing financial support including payment reconciliation and resolution of member account queries. Supports day-to-day account query handling for members.

Payment Reconciliation