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Valentina User

@valentinauser1

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I drive B2B SaaS adoption, retention, renewals, and expansion revenue through strategic customer success.

Nigeria

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What I'm looking for

I'm looking for a B2B SaaS customer success role where I can improve onboarding, adoption, retention, renewals, and expansion revenue through proactive, data-informed customer lifecycle management.

At DigitalWitch Learning, I designed end-to-end onboarding for 40+ B2B accounts, reducing Time-to-Value by 35% and churn by 20%.

I manage the full post-sale lifecycle across EdTech, Healthcare, e-commerce, and B2B SaaS—from strategic onboarding and health scoring to QBRs, renewals, escalations, and expansion planning. At Smokescreen AI, I achieved a 93% renewal rate, maintained 93% CSAT, and generated $15K in quarterly expansion revenue through upsell and cross-sell opportunities.

I use customer health signals, usage data, ticket trends, and tailored success plans to address risk before it escalates. My work has also reduced repeat escalations by 18% and supported stronger product adoption.

I bring hands-on experience with HubSpot, Salesforce, Zendesk, Freshdesk, Intercom, and customer success playbooks that help teams improve retention, NRR, GRR, and customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

DigitalWitch Learning

Jan 2024 - Present (2 years 7 months)

Designed end-to-end onboarding for 40+ B2B accounts, cutting Time-to-Value by 35% and reducing churn by 20%. Conducted QBRs and achieved a 30% increase in expansion revenue.

Customer Success Management B2B SaaS Customer Onboarding QBRs Renewal Management Expansion Revenue Stakeholder Management HubSpot Time To Value Customer Lifecycle Management

Client Success & Onboarding Coordinator

Modern Home Care Texas

Jan 2023 - Jan 2024 (1 year)

Designed onboarding workflows for healthcare clients and caregivers, ensuring smooth activation and high early satisfaction scores. Monitored client health indicators to identify at-risk cases early.

Client Onboarding Customer Satisfaction

Customer Success & Onboarding Specialist

Smokescreen AI

Jan 2022 - Jan 2024 (2 years)

Led structured onboarding and product activation for new B2B accounts, accelerating Time-to-Value and reducing early churn. Achieved a 93% renewal rate and generated $15K in quarterly expansion revenue.

Customer Onboarding Renewal Management Expansion Revenue CSAT Time To Value

Account Success Manager

Zuby Scents

Jan 2021 - Jan 2023 (2 years)

Grew monthly revenue by 40% in 18 months via strategic upselling and loyalty programmes, reducing churn by 25% through personalised outreach. Maintained 98% CSAT and tracked feedback trends.

Upselling Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Federal University of Technology, Owerri

Bachelor of Science, Prosthetics and Orthotics

2020 - 2025

Pursued a Bachelor of Science in Prosthetics and Orthotics, gaining a strong foundation in healthcare technology and patient care.

SuccessCOACHING

Certification, Customer Success Management

Completed a Customer Success Management certification covering CSM strategy, health scoring, onboarding and retention frameworks, and QBR facilitation.