CHIKOSOLU CHUKWURAH
Lagos, Nigeria
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PROFESSIONAL SUMMARY
Customer Success and Retention professional with 10+ years of experience managing B2B client relationships and collaboration, improving customer retention, and leading customer support teams in service-driven environments. Proven track record of managing enterprise client accounts, improving customer satisfaction, reducing churn risk, and driving long-term client engagement. Experienced in CRM systems including Zendesk and HubSpot, with strong expertise in account management, customer lifecycle management, and cross-functional collaboration .
Currently upskilling in DevOps Engineering to strengthen my knowledge of troubleshooting and use of technological tools, to understand customer complaints about system errors and downtime or bugs. My upskilling in DevOps Engineering would also help me gain more hands-on knowledge of system deployments, infrastructure and customer success management.
CORE SKILLS
*Customer Success Management
*B2B Client Relationship Management
*Customer Retention & Churn Reduction
*Strong attention to details
*Comfortable working in a past paced environment
*Excellent Communication Skills
*Enterprise Account Management
*Email management and live chat support
*Customer Lifecycle Management
*Customer Escalation & Issue Resolution
*CRM Platforms (Zendesk, HubSpot)
*Team Leadership & Staff Development
*. Data Entry
*Retention Strategy Development
*Data-Driven Decision Making
*Workflow Management (ClickUp, Asana, Trello)
*Cross-Functional Collaboration
PROFESSIONAL EXPERIENCE
Customer Success & Retention Lead
DGC Resources Enterprise
2022 – 2025
*Led the customer retention function, ensuring long-term engagement and loyalty among customers.
*Managed and coached a team of customer support professionals, training them on effective customer communication and retention strategies.
*Implemented structured customer follow-up processes, improving service consistency and strengthening customer relationships.
*Utilized ClickUp to track the team’s workflows, monitor service tasks, and ensure timely issue resolution.
*Monitored customer feedback and service trends to identify churn risks and implement engagement strategies.
*Collaborated with operations and leadership teams to ensure customer expectations were consistently met.
IMPACT
*Improved internal response efficiency and reduced unresolved customer issues through structured workflow tracking.
*Strengthened customer relationships through proactive engagement and follow-up.
Customer Support & Administrative Coordinator
Iykem Automobile Link Ltd
2016 – 2018
*Managed customer support operations and ensured timely resolution of customer requests and complaints using the Hubspot CRM.
*Utilized Hubspot CRM to manage customer records, track interactions, and maintain accurate documentation.
*Resolved service requests through Zendesk, improving ticket resolution efficiency.
Coordinated and supervised a support team, ensuring service requests were handled professionally and efficiently.
*Trained new employees on CRM tools, service processes, and customer engagement best practices.
*Managed project workflows using Asana, improving coordination across internal teams.
Impact
*Improved service delivery efficiency by streamlining customer request management through CRM systems.
*Strengthened customer experience through faster response and improved issue resolution.
*Responded to customer enquiries via email, live chat and phone.
IMPACT
*Taught the customer success team on the use of Hubspot CRM to effectively manage clients’ account to monitor growth.
*Adequately improved on the response time to ensure customers are satisfied, thereby reducing churn rate.
Customer Support & Account Management Lead
DBC Associates (Business Consultancy Firm)
2011 – 2014
*Led a customer support and account management team responsible for managing corporate client accounts purchasing consultancy services.
*Managed relationships with multiple business clients, ensuring continued engagement and satisfaction with consultancy services.
*Coordinated delivery of Business Consulting, Human Resource Management, and capacity-building services to corporate clients.
*Developed strong relationships with client organizations to ensure service adoption, satisfaction, and long-term contracts.
*Identified potential service gaps and worked with internal teams to ensure timely service delivery and client satisfaction.
*Maintained detailed client records and service documentation to support account performance tracking.
IMPACT
*Contributed to maintaining strong client relationships that supported high client retention and repeat service engagements.
*Helped strengthen long-term partnerships with corporate clients through consistent service follow-up and engagement.
EDUCATION
Bachelor of Science – Mass Communication
Nnamdi Azikiwe University, Awka2010 - 2014
PROFESSIONAL DEVELOPMENT
Executive Assistance, Customer Support & IT Support – Digital Witch IT Support (2025)
Data Entry Expert – Accounting Hub (2024)
Currently Upskilling Data Analytics (Customer Insight & Data-Driven Decision Making)
TECHNOLOGY & TOOLS
Zendesk
HubSpot
ClickUp
Asana
Trello
Slack
Google Workspace
Microsoft Office Suite
