Thoba Motsa
@thobamotsa1
Customer Success specialist driving onboarding, retention, and CRM optimization for global SaaS teams.
EswatiniWhat I'm looking for
I am a Customer Success Specialist with 6+ years supporting global teams across SaaS, banking, and medical sectors, focused on onboarding, retention, and CRM optimization. I build trusted relationships, act as a product advisor, and train new agents to scale support operations.
At Stonehenge Health I developed retention strategies, automated workflows with Zendesk and ChurnZero, and presented CSAT and FCR metrics to leadership to drive product improvements. I have a track record of improving retention by 18% and resolving 80% of tickets within SLA while maintaining a 4.6 CSAT score.
I am passionate about empowering users, streamlining digital migrations, and optimizing workflows using tools like Salesforce, HubSpot, Zendesk, and Kustomer, and I am eligible for full-time remote work globally.
Experience
Work history, roles, and key accomplishments
Customer Success Specialist
Stonehenge Health
Jun 2024 - Present (1 year 3 months)
Guided customers through product usage and health-related inquiries, developed retention strategies and automated workflows using Zendesk and ChurnZero, and presented CSAT and FCR metrics to senior leadership to inform product improvements.
Digital Migrator
First National Bank
Jan 2024 - Jun 2024 (5 months)
Migrated customer accounts to digital platforms, educated users on mobile and online banking tools, provided technical support and upsold digital banking services, and facilitated account transitions including foreign-to-local Forex transfers.
Customer Support Representative
Calltastic Ventures
Dec 2022 - Jan 2024 (1 year 1 month)
Delivered high-volume support via calls and email using CRM platforms, used LinkedIn Sales Navigator for lead generation, resolved complaints to boost retention, and trained new hires while consistently exceeding performance metrics.
Sales Representative
Mo'Az Investments
Jun 2019 - Dec 2022 (3 years 6 months)
Managed client relationships and executed activation campaigns, handled cash transactions and admin duties, conducted door-to-door sales and consistently met sales targets during peak periods.
Education
Degrees, certifications, and relevant coursework
Unknown training provider
Certificate (Time Management), Professional Development
2021 - 2021
Completed an 8-week Time Management course in 2021 to improve productivity and organizational skills.
Unknown institution in North Cyprus
Bachelor of Science, International Trade and Business
Completed a Bachelor of Science in International Trade and Business in North Cyprus, awarded in 2020.
IEB (Eswatini)
Matric Certificate, Secondary Education
Obtained the IEB Matric Certificate in Eswatini in 2016.
Tech stack
Software and tools used professionally
Availability
Location
EswatiniAuthorized to work in
Job categories
Skills
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