Osuchukwu Ugonna
Franklin
Customer Success Manager
123 Ukwuorji
Owerri City, ST 12345
--
PROFESSIONAL SUMMARY
Results-driven Customer Success Manager with over 3 years of
experience driving customer satisfaction, retention, and growth across
SaaS and service industries. Proven track record of building strong
client relationships, developing onboarding processes, and delivering
strategic value to enterprise and mid-market customers. Passionate
about advocating for customers and bridging the gap between client
needs and company goals.
CORE SKILLS
Customer Onboarding & Retention
Relationship Management
CRM Tools (HubSpot, Salesforce, Zoho)
Customer Journey Mapping
Conflict Resolution & Problem Solving
Team Leadership & Collaboration
Data-Driven Customer Insights
Upselling & Cross-Selling Strategy
Customer Health Score Monitoring
Technical Product Training
PROFESSIONAL EXPERIENCE
Senior Customer Success Manager
Moniepoint MFB, Lagos, Nigeria
Feb 2022 – Present
Managed a portfolio of 30+ enterprise accounts, increasing retention
rate to 94%.
Led onboarding sessions and user training, reducing time-to-value by
40%.
Implemented a quarterly business review process that improved upsell
revenue by 25%.
Collaborated with product and support teams to close feedback loops
and optimize user experience.
Reduced churn by identifying at-risk accounts and executing tailored
engagement strategies.
Created SOPs and user guides that improved adoption rates and
reduced support tickets.
Acted as the first point of contact for clients, resolving 90% of issues
within the first 24 hours.
Conducted follow-ups and feedback sessions that fed into customer
success workflows.
EDUCATION
B.Sc. in Statistics
Michael Okpara University of Agriculture Umudike, Umuahi Abia state,
Nigeria
Graduated: 2020
CERTIFICATIONS
HubSpot Customer Success Certification
Salesforce CRM Essentials
REFERENCES
Available on request.
