Ogechukwu Ezeiru

Managed a portfolio of 15 enterprise and mid-tier B2B SaaS customers, maintaining ~90% retention by identifying risk signals early and executing targeted churn reduction plans. Improved NRR and reduced time-to-value by onboarding 70% of existing customers, and drove a 43% increase in active field users through adoption campaigns and structured QBRs.

Led and mentored a team of up to 7 CSMs, scaling the team from 3 to 7 while establishing best practices for consistent post-implementation support. Managed an enterprise workstream for a census of 120,000+ food outlets across 10 cities, driving an 82% increase in customer revenue and maintaining ~90% retention through proactive relationship management and escalation frameworks.

Defined product requirements and partnered with engineering to deliver customer-centric SaaS solutions, translating customer needs into functional and technical requirements. Provided first-line technical support and product consultancy to prospects and customers to accelerate adoption decisions.

Aligned internal stakeholders with the product vision to drive successful delivery across the full project lifecycle. Delivered a lifestyle e-commerce application and order management system within scope and on time through cross-functional coordination.

Managed a portfolio of ~50 financial services clients, achieving zero formal complaints through proactive service, structured follow-ups, and swift issue resolution. Drove portfolio profitability via client retention, cross-sell activity, and revenue monitoring against targets.

Grade: Second Class Upper

Bachelor of Agriculture (Second Class Upper) in Agricultural Economics and Extension Services from the University of Benin, completed in December 2014.