OBIENU DAVY
Customer Success
Manager
Professional Summary
My Contact-Lagos, Nigeria
https://www.linkedin.com/in/davyobienu-4343b3129
Hard Skill
Customer Experience, Growth & Retention
SaaS Customer service
Advanced CRM proficiency- Cisco, Salesforce,
HubSpot, Infopol, Zendesk, Symplus, Trello,
Outlook, Lusha, Jira, Integrify, etc.
Key Account Management
Process Flow Design & Implementation
Customer Advocacy
Soft Skill
Effective Communication
Relationship Building
Client Retention
Client Onboarding
CSM (Customer Success Manager)
Product Demonstration
Organization Skills
Client Growth
Issue resolution
Customer Relationship Management (CRM)
Customer Service Management
Deals Negotiation
Rapport Building
Project Management
High-Value Prospecting
Cold Calling
Business Reviews
Education Background
All Nations University, Ghana
Bachelor of Science in Accounting
Richard Ivey School of Business, Canada
Stella Maris College
West African Senior School Certificate
WASSCE
Customer Success Manager with 5 years of experience handling major mid-market
accounts in B2B and B2C sectors. Named among the top 5 CS agent at Jumia, Africa's
largest e-commerce platform. Drove over 58% client growth in Net Merchandise
Value (NMV) for managed categories. In my current role, I have increased Monthly
Recurring Revenue by 33% and improved CSAT score by 44%. Proven track record
of customer onboarding, customer success strategy design, relationship management,
consultative approach to selling, client renewals, and client growth
My experience covers a wide range of industries as a CSM such as Saas, Fintech,
e-commerce, finance and health care
Experience
CSL Stockbrokers Ltd |Customer Success Manager 2022 – Present
Key responsibilities:
Managed 100 mid-market accounts to help them grow their portfolio using our platform
Increased MRR by 33% in 8 months by spearheading a new product creation -Commodity
Market Trading, for higher ROI interested investors.
Improved retention by 44% using CSAT surveys and direct engagement to identify issues,
followed by quarterly training for 450+ clients with personalized platform onboarding
needs.
Attend to 50 daily customer inquiries via mail/call, or social media, while achieving a crossselling and upselling sales target of $1,000/month.
Reduced response time from 8 to 4 minutes by designing a process flow for handling client
requests, including handoff procedures and team collaboration protocols.
Provide customer strategic direction for the team in line with our company's revenue growth
and customer retention goals for 2023/2024
Create a feedback loop to product teams on customer complaints and platform experience
to ensure customer satisfaction and retention
Increased FCMBGro renewal rate from 41% to 70% and CityTrade from 12% to 45%
by continuous client relationships to enhance platform experience and product value gotten
Trained and mentored 4 new customer service agents since Q4 of 2023
Strong organizational skills in managing diverse clients and personalizing interactions to
meet their unique needs.
SalesRuby| Customer Success Manager
Key responsibilities:
2020 - 2022
Provide customer success leadership and team direction in line with SalesRuby and
Rubystack’s ambitious goals for 2021/2022
Managed the entire customer success process directly, from receiving inbound inquiries,
discovery call to understanding their recruitment gaps, to post-recruitment support
Managed 100 mid-level accounts for our recruitment and consulting services
Led the designing of the entire sales process flow structure for SalesRuby which grew MRR
by 45% in 2021
Led a team of 6 reps to consistently exceed ARR by 30% generating $120,000
Address and convert inbound calls/inquiries into leads before handoff to the sales team
Develop and manage solid relationships with existing clients to grow their business and
identify new opportunities for Rubystack
Generate user interest for the pre-launch of Rubystack software solutions
Jumia Nigeria | Client Relationship Manager
Key responsibilities:
2019 – 2020
Managed 80 clients a day and met $100 daily sales target of our Value Added Services like
Sponsored ads, Push notifications, newsletter, etc
Assist clients with Route to Market strategies for new product launch
Generated over $30,000 in Value Added Service sales at Jumia
Client growth on our platform- Contributed to overall client's product category NMV growth
by 58%
Proficient with CRM solutions such as Salesforce, Order Management Solution, HubSpot etc.
Create a feedback loop to product teams on customer complaints and platform experience
to ensure customer satisfaction and retention
Build and implement scalable processes to preemptively identify and resolve vendor issues.
