Senior Customer Success Manager
I managed customer success operations for one of Nigeria’s leading banks, ensuring the prompt resolution of client issues and maintaining high satisfaction rates. I worked cross-functionally with various departments to address user needs and design customer-centric solutions. I also played a significant role in scaling support for a large and diverse user base.
• Achieved 85%+ case resolution rate for over 20,000 monthly customers.
• Co-created success plans with product, engineering, and operations.
• Addressed barriers to user adoption through targeted engagement.
• Provided comprehensive support for digital banking services.
I managed customer success operations for one of Nigeria’s leading banks, ensuring the prompt resolution of client issues and maintaining high satisfaction rates. I worked cross-functionally with various departments to address user needs and design customer-centric solutions. I also played a significant role in scaling support for a large and diverse user base. • Achieved 85%+ case resolution rate for over 20,000 monthly customers. • Co-created success plans with product, engineering, and operations. • Addressed barriers to user adoption through targeted engagement. • Provided comprehensive support for digital banking services.
2018 - 2021