Onuoha Ukonu

​ ONUOHA UKONU​ My Portfolio Revenue-Driving Customer Success Leader | Strategic Account Growth, Client Retention, AI-Native Campaign Optimisation KEY IMPACT ●​ Improved gross revenue retention by 25% by implementing proactive customer health metrics and engagement monitoring across mid-market SaaS accounts. ●​ Increased product adoption by 40% by designing structured customer onboarding frameworks and virtual training programs. ●​ Led strategic QBRs and stakeholder engagement initiatives that uncovered expansion opportunities across accounts ranging from $10K–$100K ARR. ●​ Built automated CRM and customer success workflows integrating Salesforce and HubSpot, improving operational efficiency and reducing manual processes by 35%. ●​ Partnered cross-functionally with Product, Sales, and Marketing leaders to translate customer insights into platform improvements that enhanced customer satisfaction and retention. PROFESSIONAL SUMMARY I'm a Customer Success leader who drives measurable revenue outcomes by aligning customer strategy, product adoption, and operational execution across mid-market SaaS portfolios. Known for leading initiatives that transform onboarding experiences, strengthen customer relationships, and improve customer health metrics to maximize product utilization and long-term success. Partners with senior stakeholders across Product, Sales, and Marketing to translate customer insights into scalable customer success processes that drive gross revenue retention, renewals, and expansion opportunities. Proven ability to lead QBRs, implement customer education programs, and use data-driven decision-making to improve engagement, accelerate adoption, and deliver measurable business value. PROFESSIONAL EXPERIENCE Customer Success & Automation Consultant |Independent / Remote | January 2022 – Present ●​ Led strategic onboarding initiatives for mid-market SaaS customers, aligning implementation with customer goals and increasing early product adoption by 40% through structured onboarding frameworks. ●​ Built automated customer health monitoring systems using CRM data and engagement signals, enabling proactive risk mitigation and improving gross revenue retention by 25% across managed accounts. ●​ Delivered executive-level QBRs and customer education programs that strengthened stakeholder relationships and increased product utilization by 35%. ●​ Partnered cross-functionally with Product, Sales, and Marketing leaders to advocate for customers and implement platform improvements that enhanced customer satisfaction and long-term account growth. Client Success & Growth Manager | GrowthStack Consulting — Remote | September 2020 – February 2022 ●​ Managed a portfolio of mid-market customer accounts ranging from $10K–$100K ARR, ensuring successful onboarding, product adoption, and long-term customer engagement. ●​ Monitored customer health metrics and usage data to identify churn risks early, implementing targeted engagement strategies that increased customer retention by 22%. ●​ Led strategic account reviews and QBRs with decision-makers to align on measurable outcomes, strengthening customer relationships, and uncovering expansion opportunities across key accounts. ●​ Collaborated with Account Management teams to support renewal conversations and drive growth through improved product utilization and customer success initiatives. Operations & Customer Success Coordinator | DigitalWave Services — Remote | March 2018 – December 2020 ●​ Delivered structured onboarding and customer education programs that improved time-to-value for new clients and increased early-stage adoption by 30%. ●​ Built strong relationships with stakeholders across customer organizations through consistent touchpoints and proactive engagement strategies. ●​ Implemented customer success best practices, including health checks, account mapping, and engagement tracking to improve overall customer satisfaction. ●​ Partnered with cross-functional teams to resolve customer challenges and streamline workflows, creating a more consistent and scalable customer journey. TECHNOLOGY & AI-NATIVE TOOLS ●​ Customer Success & Operations: Asana, Airtable, Monday.com, HubSpot ●​ AI & Productivity: Claude, Chagpt ●​ Workflow Automation: n8n, Zapier, ●​ Analytics & Reporting: CRM dashboards, product usage analytics ●​ Adopt the best tools available EDUCATION & CERTIFICATIONS AND DEVELOPMENT ●​ B.Tech. in Agriculture – Federal University of Technology, Owerri (2017) ●​ LinkedIn Marketing Strategy Certification (2022) ●​ Google Project Management Certificate – Coursera (2023) ●​ Google Analytics Certification (2024) ●​ Customer Experience Journey Mapping – LinkedIn Learning (2024) ●​ Asana Workflow Specialist – Process Optimization (2025) ●​ HubSpot Inbound Marketing Certification (2023