Taye Kimberly

Taye Kimberly-|linkedin.com/in/tayelolu| dev.to/tayelolu-akinbohun Professional Summary Customer Success Manager with 6+ years of experience in AI-driven SaaS solutions, B2B, and B2C platforms. With a decade of media experience as a TV and radio host, I have built strong customerfacing skills, excelling in communication, relationship management, and customer engagement. Proven expertise in customer retention, revenue expansion, and AI-powered engagement strategies. Adept at optimizing onboarding, reducing churn, and driving product adoption. Skilled in Salesforce, HubSpot, Gainsight, Intercom, Zendesk, SQL, Power BI, and Tableau. I have also trained over 100 women on customer-centric business strategies to enhance customer relationships and business growth. Key Achievements ✔ Increased customer retention by 92% and improved NPS scores by 40% through AI-powered engagement strategies. ✔ Reduced churn by 50% and increased adoption rates by 45% within the first 60 days through automated onboarding. ✔ Drove 30% revenue growth via strategic account expansion, upsells, and cross-sells. ✔ Launched an AI-driven self-service portal, reducing support ticket volume by 40% and boosting resolution efficiency. ✔ Implemented predictive customer health scoring, proactively improving customer retention rates by 80%. Experience Customer Success Specialist (Remote) MC Telecoms, Canada | Oct 2023 – Jan 2025 • Led AI-driven customer success initiatives, increasing customer retention to 92% and enhancing customer satisfaction. • Spearheaded customer onboarding automation, boosting adoption rates by 45% within the first 60 days. • Developed strategic account expansion plans, driving 30% revenue growth from upsells and cross-sells. • Managed and mentored a team of 15 CSMs across global regions, ensuring proactive and personalized client support. • Conducted customer health analysis to proactively identify risks and implement retention strategies, improving renewal rates. Customer Success Manager Homly Technologies, Nigeria | March 2021 – Sept 2023 • Managed high-value enterprise accounts, improving customer satisfaction to 95% through AIpowered engagement. • Designed and executed customer lifecycle strategies, leading to an 80% increase in retention and 25% customer expansion. • Launched an AI-powered self-service portal, cutting support ticket volume by 40% and improving resolution efficiency. • Partnered with product and sales teams to transform customer insights into AI-driven feature enhancements. • Led customer workshops and training sessions, ensuring seamless user adoption and increased product stickiness. Customer Success Strategist Smade and Smight Ltd, Nigeria | March 2020 – Jan 2022 • Led customer success strategies for four AI-powered B2B2C SaaS products, enhancing engagement by 35%. • Implemented an AI-driven community forum, increasing product adoption rates by 50%. • Developed data-driven customer health scoring, proactively identifying at-risk accounts and improving retention. • Conducted customer experience surveys and analytics, leading to actionable improvements in product offerings. • Spearheaded customer onboarding webinars, improving activation rates by 30%. Television and Radio Host | 2014 - 2024 Education & Certifications • B.S., Business Administration – University of Lagos, Nigeria (2019 – 2023) • B.A., English and Literary Studies – Ekiti State University, Nigeria (2014 – 2018) • Certifications: Product Roadmapping (2024), Product Analytics (2024), Product Strategy (2024), Product-Led Growth (2023), DTTP AI Training (2025) Portfolio & Additional Links • Pitch Deck • Presentation • Research Paper • AI-Based Projects