Maryjane Ihejirika
Customer Success Strategist | Onboarding & Retention Specialist |
Healthcare & SaaS-
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Lagos, Nigeria (Remote & Flexible)
LinkedIn
PROFILE
Customer Success Leader with 6+ years of experience driving retention, scaling support operations, and optimizing
onboarding across healthcare, fintech, and logistics. Known for transforming reactive support into proactive strategy by
improving customer satisfaction, reducing churn, and boosting lifetime value.
Adept at managing high-volume remote workflows across global time zones with deep CRM proficiency in HubSpot,
Freshdesk, Intercom, and Zohoplus. Skilled at building scalable support systems, automating touchpoints, and delivering
personalized walkthroughs that turn new users into loyal advocates.
SKILLS
Key Skills — Inbound & Outbound Customer Support | Product Education | Product & Customer Compatibility Live Chat
& Email Communication | Scheduling & Shift Coordination | Timecard Audit and management | Feature Adoption |
Payment Follow-ups | Escalation Handling | Customer Onboarding & Retention | Documentation & Credentialing
Verification | Process Improvement | Empathy-Driven Service | Multitasking & Problem Solving | CST/EST/PST Time
Zone Flexibility
Technical Tools — HubSpot | Dialpad | Intercom | Freshdesk | Freshsales | ZohoPlus | Tawk.to | 3CX | Dialpad | Ameyo |
Remita | Trello | Google Workspace | Slack | Notion
Remote Work Readiness — High-Speed Internet | Quiet Workspace
PROFESSIONAL EXPERIENCE
Customer Success and Onboarding Specialist, Switch Care
Spearheaded the onboarding of 3,000+ healthcare Providers across five U.S. states,
streamlining credentialing and engagement processes to reduce onboarding time by 40%.
Oversaw accurate timesheet processing and compliance audits, enabling the company to
deliver its largest payout ever, over 2,000 provider payments processed in April 2025.
Used HubSpot and Dialpad to manage 50+ daily tickets via phone, email, and live chat
reducing first response time by 30% and improving satisfaction metrics across the board.
Led end-to-end provider support across scheduling, payroll management, and compliance,
supporting a 100% increase in active facility partnerships (from under 100 to 200+) in
just 10 months.
Collaborated cross-functionally with product and ops teams to troubleshoot provider pain
points, resulting in faster escalations and better case/appeal resolution.
Jun 2024 – present
Remote - Texas, US
Territory Customer Success Associate, Field Intelligence
Managed 120+ pharmacy accounts, boosting customer retention and satisfaction by
tailoring onboarding and proactive support.
Increased product adoption by 14% through feature custom education and hands-on
walkthroughs which in turn increased subscription to the Credit Plan and reduced churn
rate.
Reduced outstanding receivables by 22% via strategic follow-ups and custom payment plan
negotiations according to business revenue.
Collaborated with Sales and Marketing teams to uncover upsell opportunities, generating
15% increase in monthly revenue.
May 2023 – Mar 2025
Remote, Lagos
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Customer Support Lead, LipaLater Group
Led onboarding for new users in the West African market, including KYC verification and
vendor matching, ensuring smooth adoption despite infrastructure challenges.
Negotiated product improvements and interest rate adjustments (from 7.5% to 5%) with
internal stakeholders, boosting first-time usag and strong market competition.
Analyzed daily and weekly credit disbursement data to evaluate credit usage trends among
active and inactive customers, identifying underserved areas and customer churn patterns.
Insights enabled strategic partnerships and optimized logistics, resulting in increased credit
utilization in low-access regions.
Developed live walkthrough scripts that improved onboarding completion rates by 30% and
reduced common roadblocks like low credit limits and vendor limitations.
Increased lead-call conversion rates by 25% within 90 days, contributing directly to daily
sales volume of ₦900,000+.
Apr 2022 – Jan 2024
Remote, Kenya
Customer Success Executive, Turbocart
Boosted lead-to-client conversion by 12% through persuasive outreach and CRM-led
tracking.
Shortened vendor onboarding by 10% by simplifying evaluation steps and documentation
requirements.
Jun 2021 – Feb 2022
Remote, Lagos
Customer Support / Order Fulfillment Officer, Azarai Jewelers
Managed 70+ daily support tickets across chat, email, and phone; decreased average
resolution time by 20%.
Educated clients on luxury products and care policies, increasing repeat customer rate.
Dec 2018 – Jan 2020
Lagos
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EDUCATION AND CERTIFICATION
B.A. History and International Studies
University of Benin – Edo State
EF SET C2 English Proficiency
Certified Customer Success Specialist,
CustomerSuccessU
Strategic Customer Success Management,
CustomerSuccessU
Customer Service Skills: Communicating Complex
Products with Confidence , LinkedIn Learning.
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