Emuobonuvie Queen Ezigbo

Customer Success, SaaS, B2B Sales, CRM Tools, Account Growth, Retention

I am a Customer Success Manager passionate about turning customer relationships into long-term growth. With over 7 years’ experience across tech, telecom, and service industries, I specialize in driving Net Revenue Retention (NRR) above 95%, improving Gross Revenue Retention (GRR) by 10–15% year-over-year, and implementing strategies that reduce churn by up to 20%.

In my career, I’ve managed diverse customer portfolios — from enterprise clients to SMEs — ensuring seamless onboarding, proactive account reviews, and timely resolution of issues. I believe in a data-driven approach: using CRM tools like Salesforce, HubSpot, and Zoho CRM just to mention a few to track customer health scores, identify upsell opportunities, and deliver tailored success plans.

As the founder of a growing consultancy, I’ve also applied customer success principles to help brands increase customer lifetime value (CLV) by 25%, integrate feedback loops, and enhance customer advocacy programs. My focus is always on aligning business goals with customer outcomes, creating a win-win scenario that strengthens loyalty and fuels revenue growth.

📌 Customer Success Expertise:

• NRR & GRR Growth Strategies
• Onboarding & Adoption Programs
• Customer Health Score Tracking
• Churn Reduction & Retention Campaigns
• Cross-sell & Upsell Opportunity Management
• CRM Mastery (Salesforce, HubSpot, Zoho CRM)

For me, Customer Success isn’t just a role — it’s a commitment to making sure every customer achieves measurable value from their investment.\

Sales Strategy & Revenue Growth

Designed and implemented targeted sales strategies, resulting in a 40% year-on-year revenue increase and expanding our reach into key industries including finance, tech, and hospitality.

Relationship Management & After-Sales Service

Built and nurtured long-term client relationships through personalized service, post-delivery follow-ups, and customer success initiatives, achieving a client retention rate of over 90%.

Customer Success Manager / CRM

• Clients onboarding and engagement. Ensuring smooth transition through training and product setup.
• Relationship management and retention: Achieved a 95% client retention rate and grew client portfolio revenue by 20% YoY through upselling and cross-selling initiatives.
• Monitor clients, anticipate challenge, provide timely support and tailored to reduce churn
• Identify trend and recommend strategic improvement

Lead Generation

• Supported promotional campaigns that increased user engagement by 40%.
• Used tools like Apollo.io, Mailchimp, Lemlist, Canva, Zendesk, Hubspot, Microsoft Teams, Microsoft office, Zapier, SAP Ariba, SAP Concur, http://monday.com, Salesforce and Meta Ads Manager to drive lead generation and brand visibility.

Technology & Tools

MS Office Suite | Google Workspace Power BI | Canva | Mailchimp |

🏆 STAR Award – Excellence in corporate travel operations (Ericsson)

🏆 POWER Award – Recognized for outstanding cost optimization & process improvement

• I bring a solution-focused mindset, data-informed strategies, and a passion for delivering exceptional service across every function I support,