Nneka Joy Okoh

Nneka Joy Okoh Customer Success Manager | SaaS Customer Experience | Customer Retention & CRM Operations PROFESSIONAL SUMMARY Customer-focused Customer Success professional with 3+ years supporting B2B customers, managing onboarding workflows, and driving adoption and retention across remote, fast-paced SaaS environments. Experienced in CRM operations, stakeholder management, customer advocacy, and relationship management, with hands-on exposure to SaaS customer journeys, onboarding optimization, and customer health analysis. Skilled at improving engagement, reducing churn risk, and supporting account growth in startup and SaaS environments. PROFESSIONAL EXPERIENCE Digital Witch Support Community — Remote Customer Success Manager / Technical Account Management Intern | 2024 – 2026 • Completed Customer Success and Technical Account Management training focused on onboarding, retention, account growth, and customer health management. • Worked on multiple B2B customer success case studies covering onboarding optimization, CRM workflow improvement, adoption, and churn reduction. • Contributed to onboarding frameworks aimed at improving Time-to-Value (TTV), stakeholder engagement, and customer activation. • Supported customer health analysis and onboarding optimization using CRM systems and CS methodologies. • Collaborated on customer journey mapping, retention planning, and engagement strategies. • Participated in enterprise CS projects using RACI governance models, adoption milestones, and lifecycle optimization. • Prepared executive-style presentations and CS recommendations focused on operational efficiency and long-term value. FlyTrack Logistics — Enterprise Onboarding Strategy • Designed a customer onboarding and retention strategy targeting churn reduction in months 3–6 of the lifecycle. • Contributed milestone-driven onboarding and TTV strategies to lift product adoption and engagement. • Aligned stakeholders and onboarding governance using a RACI framework. • Recommended customer activation, health monitoring, and onboarding customization improvements. HubSpot CRM Recovery & Customer Success Transformation • Drove a CRM optimization case study improving customer adoption, onboarding workflows, and revenue visibility. • Analyzed stale pipeline activity, onboarding gaps, and engagement trends in HubSpot CRM. • Designed customer recovery and re-engagement workflows grounded in retention best practices. Elite Tech Fusion Inc. — Remote Administrative Virtual Assistant | 2024 – 2026 • Managed customer communication, scheduling, email coordination, and administrative workflows for a fully remote team. • Supported email marketing campaigns, customer support operations, and lead follow-up processes. • Operated HubSpot CRM, Google Workspace, Apollo, and modern collaboration tools to improve operational efficiency. • Maintained organized documentation and internal communication systems across distributed teams. Speedy Venture — Remote Real Estate Virtual Assistant | 2023 – 2024 • Supported customer communication, appointment scheduling, lead generation, and cold-calling. • Owned customer follow-ups and CRM hygiene in HubSpot. • Coordinated virtual meetings and engagement workflows via Calendly, Zoom, and Slack. • Improved customer response time and cross-team operational coordination. CORE SKILLS Customer Success Management | B2B Relationship Management | Customer Retention | Customer Onboarding | Customer Advocacy | HubSpot CRM | Gainsight | CSAT Management | Stakeholder Management | De-escalation | Upselling & Cross-Selling | Account Expansion | QBRs / EBRs | Customer Journey Optimization | SaaS Customer Support | Revenue Growth Strategy | Data Analysis & Reporting | Google Workspace TECHNICAL TOOLS HubSpot | Gainsight | Google Workspace | Slack | Zoom | Apollo | Calendly | Jira | Microsoft Teams EDUCATION B.Sc. Computer Science CERTIFICATIONS • Technical Support Fundamentals — Coursera • Customer Success & Technical Account Management Training — Digital Witch ADDITIONAL STRENGTHS Strong business acumen | Customer-first mindset | Strategic thinking | Cross-functional collaboration | Relationship-building skills | Operational coordination | Detail-oriented & proactive