Taiwo Alagbe

Taiwo Alagbe Telephone:- | Email:-| LinkedIn: linkedin.com/in/taiwo-alagbe Professional Summary Customer Success and Retention Specialist with 4+ years of experience managing customer portfolios, reducing churn, and driving product adoption in fast-paced environments. Certified Customer Success Specialist (2025) with proven results in improving Net Revenue Retention (NRR), increasing digital adoption, and implementing data-driven retention playbooks. Skilled in customer journey mapping, onboarding strategy, and stakeholder engagement. Creator of Built to Retain, a LinkedIn series sharing best practices for customer onboarding, retention, and advocacy.​ Core Competencies & Tools ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Success Management Customer Retention & Churn Reduction Strategies Customer Onboarding & Product Adoption Customer Journey Mapping & Lifecycle Management Account Management, Growth & Renewals Net Promoter Score (NPS) & Customer Satisfaction (CSAT) Stakeholder Engagement & Executive Business Reviews (EBRs) Escalation Management & Service Improvement Plans Data-Driven Insights & Usage Analytics CRM & CS Platforms Education & Certifications Certified Customer Success Specialist (CCSS) – Practical CSM Academy, 2025 Focus: Customer journey mapping, onboarding, product adoption, stakeholder engagement, retention strategies. Access Bank School of Banking Excellence, 2022 Coursework: CRM, Risk Management, Sales, Cybersecurity B.Sc. Educational Technology – University of Ilorin, 2018 Selected Achievements ●​ Reactivated 30+ dormant accounts, recovering ₦50M+ in 3 months, significantly improving Gross Revenue Retention (GRR). ●​ Increased digital payment product adoption by 25% through targeted onboarding and tailored solutions. ●​ Boosted Customer Satisfaction (CSAT) scores by introducing quarterly Voice of the Customer (VoC) programs. ●​ Created and implemented a retention playbook that reduced churn risk in high-value accounts. ●​ Maintained 100% renewal rate while acting as Team Lead Backup for corporate portfolios. Professional Experience Access Bank – Commercial Banking Division (Asian Corporate Team) Relationship Officer & Team Lead Backup — Mar 2023 – Present ●​ Managed corporate account portfolios with a focus on customer lifecycle management and retention. ●​ Conducted customer onboarding for new business clients, reducing Time-to-Value (TTV) and increasing early adoption rates. ●​ Designed and executed win-back campaigns for dormant accounts, contributing to NRR improvements. ●​ Monitored customer health scores and usage analytics, initiating proactive engagement to prevent churn. ●​ Partnered cross-functionally with product, operations, and compliance to enhance the customer experience. Relationship Officer — Jan 2022 – Mar 2023 ●​ Served as a trusted advisor, driving upsell and cross-sell of digital banking solutions to existing clients. ●​ Used market intelligence and customer segmentation to identify account growth opportunities. ●​ Developed tailored solutions to align with client strategies, improving retention and loyalty. ●​ Collaborated on service improvement plans that streamlined onboarding and reduced TTV. Side Project Built to Retain – LinkedIn Series (2025–Present) ●​ Created and manage a content series sharing actionable customer success frameworks, retention strategies, and onboarding tips. ●​ Grew LinkedIn audience by 300+ followers and achieved 1,500+ post views per month on Customer Success topics. Training • Access Bank School of Banking Excellence (July 2021 – December 2021): Completed a 6-month intensive training program. Modules included Accounting, Finance, Trade Finance, Use of English, Time Management, Credit Analysis, Regulatory Laws, and Elements of Banking.​ • Performance Management Workshop (In-house training)​ • Introduction to Data Protection (In-house training) Personality Profile • Ability to work proactively​ • Good interpersonal relationship​ • Resourceful and imaginative​ • Flexible approach to job functions​ • Creative, dynamic and a goal-driven team player Referee Available on request