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Wambui User

@wambuiuser1

Message

Customer Success & client onboarding leader growing retained revenue through scalable operations.

Kenya

Message

What I'm looking for

I’m looking for a remote-first role where I can own client onboarding and customer success end-to-end—building playbooks, coaching teams, and using data/AI workflow automation to drive retention, revenue growth, and customer satisfaction.

I’m a Customer success and client onboarding leader with 6 years turning new client relationships into retained, revenue-generating partnerships. At Athena, I onboarded 160+ clients in 4 months at a 98% completion rate, while managing 10 long-term client partnerships generating $360,000 in annual revenue with 91% retention over 12 months.

Before that, I built Moko Home + Living’s online sales and customer service operation from near zero, scaling revenue from $10,000 to $400,000 per month peak and achieving break-even within 9 months. I delivered the highest profit margins across all Moko channels for four consecutive years, and I improved NPS from 60 to 70 while reducing customer complaints by 26%.

I bring a practical, results-driven approach—building CS strategies, onboarding systems, coaching teams, and translating customer feedback into measurable operational outcomes. I also focus on automation and operational excellence, including reducing client intake-to-match time from 5 days to under 3 using AI-powered documentation workflows with ChatGPT, while maintaining rigorous KPI reporting and stakeholder alignment.

Experience

Work history, roles, and key accomplishments

Current

Client Onboarding Lead

Current

Athena

Feb 2025 - Present (1 year 4 months)

Led commercial client onboarding for a global remote-first EA services firm, onboarding 160+ clients in 4 months with 98% completion. Managed 10 long-term partnerships generating $360,000 annual revenue with 91% retention and reduced intake-to-match time from 5 days to under 3 using AI-powered documentation workflows.

Client Onboarding Customer Success Partnership Management Revenue Growth Retention Strategy Performance Coaching

Customer Experience & Sales

Moko Home + Living

Feb 2020 - Feb 2024 (4 years)

Built Moko’s online sales channel from inception and owned the end-to-end customer service function across all channels serving 300,000+ customers. Scaled online sales to a $400,000 monthly peak (about $2.8M annually at maturity), achieved break-even in 9 months, improved NPS from 60 to 70, reduced complaints by 26%, and cut refund/resolution cycle time from 5 business days to 24 hours.

Customer Service Strategy

Project & Account Manager

Alternative Agency

Sep 2016 - Jan 2020 (3 years 4 months)

Managed concurrent client accounts for a multi-account agency, coordinating project documentation and delivery to support timely execution in a fast-paced environment.

Client Account Management Project Coordination Documentation Process Support

International Development Consultant

International Development Center

Jan 2015 - Jan 2016 (1 year)

Provided operational support and stakeholder coordination for international programs and large-scale trade events, producing process documentation across Italy and the Netherlands.

Operational Support Program Support Remote Consulting Workflow Development

New Hire Trainer & CSR

Convergys Corporation

Jan 2007 - Dec 2013 (6 years 11 months)

Provided high-volume customer service via voice and email while consistently meeting quality, speed, and resolution metrics in a metrics-driven BPO environment. Designed and delivered new-hire training for cohorts of 15–20 agents, enabling accurate performance from day one.

Customer Service Call Center Operations Customer Satisfaction