Open to opportunities

Victoria Iwu

@victoriaiwu

Message

I am a Customer Success Specialist driving SaaS adoption, retention, and product-led growth.

Nigeria

Message

What I'm looking for

I seek a customer-success role in a mission-driven SaaS or healthcare company where I can drive adoption, retention, and product improvements through data-driven strategies and cross-functional collaboration.

I am a Customer Success and Product Specialist with 4+ years' experience helping SaaS and healthcare clients achieve measurable outcomes. At Vesti Technologies I drove a 92% retention rate, increased product adoption by 30% in six months, reduced escalations by 25%, and influenced three product enhancements through customer feedback.

I leverage CRM tools and reporting metrics (HubSpot, Zendesk, Salesforce, Intercom, NPS, CSAT, health scoring) to reduce churn, streamline onboarding, and accelerate feature usage through targeted training, process improvement, and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Officer

Current

Vesti Technologies

Feb 2023 - Present (2 years 8 months)

Built and maintained customer relationships, achieving a 92% retention rate and increasing product adoption by 30% in six months; reduced ticket escalations 25% and drove three product enhancements via customer feedback.

Customer Success Onboarding Retention Product Training Cross Functional Collaboration

Client Relations Specialist

Optival Capital Partners

Mar 2022 - Dec 2022 (9 months)

Managed a portfolio of 150+ accounts, reduced churn by 18% and increased upsells by 22% through proactive success planning and quarterly business reviews; cut average resolution time 35% and improved onboarding time 20%.

Account Management Onboarding Technical Support Upselling Cross Functional Collaboration

Customer Experience Specialist

Vision Mate Academy

Jan 2021 - Dec 2021 (11 months)

Maintained a 95% satisfaction score and increased engagement 28% through product training; reduced repetitive tickets 30% by updating the knowledge base and automating workflows.

Customer Support Training CSAT Process Improvement Workflow Automation Ticketing Systems Customer Feedback Analysis

Customer Support Specialist

D-Duchess Clothing

Nov 2019 - Nov 2020 (1 year)

Supported 50+ daily customers and assisted onboarding 500+ new clients, increasing satisfaction by 15% and improving support efficiency 20% through data-driven reporting and escalation improvements.