Driving client success through onboarding and retention.
Holy Ani Jemine 3 Customer Success Portfolio
Fueling customer success, from adoption to advocacy.
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Holy Ani Jemine 3
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Customer Success Portfolio
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About Me
I am a proactive and empathetic Customer Success professional with 4+ years9 experience across SaaS, energy, and tech. I specialise in driving adoption, reducing
churn, and building long-term partnerships that align customer goals with business growth.
My expertise spans the full customer lifecycle from onboarding and training to retention and advocacy. By translating feedback into product improvements and
building scalable processes, I have delivered measurable impact, including:
40% churn reduction at Onye Health through role-based onboarding.
15% retention growth & 20% CSAT improvement at Apex Petroleum via proactive engagement.
Passionate about customer relationships and sustainable growth, I thrive in environments where I can turn satisfied clients into loyal advocates who fuel
business success.
Core Competencies
Customer Onboarding & Training
Guiding users to value swiftly and effectively.
Relationship Management &
Retention
Upselling & Consultative Sales
Building trust and ensuring long-term customer
benefit.
Identifying opportunities for expansion and mutual
loyalty.
Customer Health Scoring & Journey
Mapping
Proactive insights to anticipate needs and prevent
churn.
Cross-Functional Collaboration
Bridging departments to ensure holistic customer
success.
EMR/EHR Software & Telehealth
CRM & Data Analysis
Specialized knowledge in digital health platforms.
Leveraging platforms like HubSpot, Zoho, Zendesk,
Salesforce for insights.
Key Achievements
Retention Soared
CSAT Improvement
Increased customer retention by 15% at Apex Petroleum through
Boosted Customer Satisfaction (CSAT) by 20% at Apex Petroleum via
proactive support and streamlined processes.
engagement-focused strategies.
Strategic Partnerships
Revenue & Adoption Impact
Introduced Master Service Agreements (MSAs) at Apex Petroleum,
Achieved 20% subscription revenue growth and 35% increase in patient
transforming subcontractor relationships into long-term multi-project
sign-ups at Onye Health by improving platform adoption.
partnerships, strengthening retention and revenue.
Conversion Optimization
Onboarding Success
Improved conversion rates by 25% at Apex Petroleum through workflow
Onboarded 20+ clients at Apex Petroleum, enabling smooth adoption and
and communication enhancements.
long-term success.
Certifications
Case Studies
Dive deeper into specific challenges, actions, and the impactful results I have delivered.
Churn Reduction & Scaled
Adoption (Onye Health)
Strategic Partnerships &
Retention Growth (Apex
Petroleum)
Challenge
High churn rate (60%) among
Diverse Auto Care (Service
Industry)
Challenge
Challenge
Customers faced long wait times and
healthcare facilities due to poor
Customer relationships were largely
unclear communication during the
onboarding and low adoption of a
transactional, with declining retention
service process, which negatively
new EMR system. Hospitals needed
and satisfaction due to competitive
impacted satisfaction and retention.
extensive training and support for
pressures and one-off subcontracting
diverse medical staff.
engagements.
Action
Action
Action
Analyzed engagement data and
Introduced a Master Service
interviewed customers to uncover
Agreement (MSA) framework,
gaps in training and usability.
repositioning Apex as a long-term
Designed role-based onboarding and
demos, simplifying learning by
strategic partner instead of a
subcontractor.
focusing on what mattered to each
Implemented a customer health
staff role.
scoring model to monitor risk and
Developed training modules,
proactively address churn signals.
conducted workshops, and
Conducted regular QBRs with key
implemented in-app guides and
accounts and tailored communication
dedicated support channels.
strategies to meet segment-specific
needs.
Introduced a digital appointment
scheduling system to streamline
bookings.
Implemented automated service
reminders to reduce no-shows and
set expectations.
Trained staff on new communication
protocols to ensure customers
received timely updates and
transparent service timelines.
Result
Reduced customer wait times by 30%.
Result
Churn reduced from 60% ³ 20% (40%
Strengthened feedback channels
between clients and internal teams to
Improved overall customer
refine services and improve delivery.
satisfaction, reflected in higher CSAT
scores and increased loyalty.
decrease).
Successfully onboarded 15+ hospitals,
driving 20% subscription revenue
Drove a noticeable increase in positive
Result
growth and a 35% rise in patient sign-
Transformed client relationships into
ups.
multi-project partnerships,
Increased platform adoption rates
across facilities as more staff actively
engaged
significantly increasing recurring
revenue.
Increased customer retention by 15%
and boosted CSAT by 20%, building
stronger, trust-based longterm collaborations.
online reviews, strengthening
brand reputation.
Processes & Frameworks
Structured approaches to ensure consistent, high-quality customer success.
Customer Onboarding
Journey Map
Customer Health Score
Model
Quarterly Business Review
(QBR) Template
A structured framework for conducting
A dynamic model integrating various data
impactful QBRs, focusing on value delivered,
A detailed roadmap guiding new customers
points (usage, engagement, support tickets,
progress towards goals, and strategic planning
from sign-up to full adoption, ensuring early
sentiment) to provide a holistic view of
for future success. Essential for executive-level
value realization and setting the foundation for
customer well-being, enabling proactive
engagement.
long-term engagement.
intervention.
Recap of Past Quarter's Achievements
Welcome & Setup
Usage Frequency & Depth
Review of Key Performance Indicators
Initial Training & Use Case Alignment
Feature Adoption
(KPIs)
First Value Realization
Support Ticket Volume & Resolution
Discussion of Challenges & Opportunities
Ongoing Enablement & Support
Survey Responses & Feedback
Strategic Planning for Next Quarter
Tools & Tech Stack
Proficiency in a wide array of industry-leading tools to manage, analyze, and optimize customer relationships and operations.
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CRM
CS/Support
Project Management
HubSpot
Zendesk
Trello
Zoho
Intercom
Asana
Salesforce
Slack
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Analytics
Industry Platforms
Google Sheets
EMR/EHR
BI Dashboards
Telehealth
Customer & Team Feedback
Hear directly from those I've collaborated with and served.