I started my career as a Founding Customer Success Manager at Fenix International, building a CS function from zero — no playbooks, no processes, just a mandate to make customers happy and keep them paying. That experience taught me to think in systems, not just tickets.
Over six years I've grown into a hybrid between a CS strategist and a CX designer someone who can map a journey, coach a team, redesign an onboarding flow, and read a churn report, all in the same week.
My superpower is operating in complex, multilingual, underserved markets — the kind of environments where the customer journey is broken in ways most companies haven't even noticed yet.
KEY ACHIEVEMENTS 🏆
Led customer experience operations supporting 90,000+ users, improving CSAT by 20% and reducing churn by 20% through onboarding redesign, payment communication improvements, and IVR optimization
.Led and developed a Customer Success team of 25+ managers, improving call answer rate from 50% to 75% the highest in the EMEA region for two consecutive years by standardizing processes, analyzing customer data to identify peak periods, and introducing self-service solutions.
Led end-to-end user research and usability testing for a new product MVP, enabling users to complete core tasks 30% faster and improving onboarding efficiency.
Redesigned subscription model structure (quarterly & biannual plans) to reduce decision friction, improving long-term retention across a 300+ client portfolio.
PROFESSIONAL EXPERIENCE
Senior Customer Success Manager , Freedom Funders, United States, April 2025–Present
Designed end-to-end client journeys for 347+ funding prospects, streamlining onboarding, subscription, renewals, refunds, and course access to reduce friction and improve first-week activation.
Redesigned course delivery for mobile-first access on GoHighLevel (GHL), improving usability and increasing learner engagement by 18%.
Optimized subscription model structure to reduce decision fatigue, supporting long-term customer retention across a growing client base.
Created onboarding guides and interactive Loom walkthroughs enabling early users to navigate the product independently and reach $100K funding milestones efficiently.
Founding Customer Experience Designer (Open Source Contributor) , Errandi, Accra, Ghana, June 2024–March 2025
Designed Errandi's first web interface, enabling 147+ users to complete core tasks 30% faster and improving overall onboarding efficiency.
Led end-to-end customer research program (interviews, usability testing, synthesis) directly informing MVP development decisions and go-to-market strategy.
Built user journeys and onboarding flows that reduced activation friction and improved early user retention across the paying customer base.
Translated qualitative and quantitative research insights into actionable product and CX improvements, bridging the gap between user needs and engineering priorities.
Customer Experience & Quality Assurance Manager (Lead) , Engie Energy Access, Lagos , Nigeria, Jan 2023–June 2024
Led a 25+ member Customer Success team supporting 90,000+ users across EMEA, improving CSAT by 20% and reducing churn by 20% through lifecycle and communication redesign.
Owned the full QA function: oversaw call monitoring and quality scoring across 1,000+ calls per month, driving a 15% improvement in overall performance scores.
Identified critical gaps in onboarding and payment communications; implemented targeted fixes that reduced First Missed Payments by 10%.
Managed and optimized multilingual IVR systems and customer communication strategies to improve accessibility across diverse user segments.
Founding Customer Success Manager , Fenix International Lagos , Nigeria, Jan 2019–Dec 2022
Built the Customer Success function from the ground up as the founding CSM, establishing processes, playbooks, and team structures that scaled to 25+ members.
Led workforce planning and shift scheduling based on call pattern analysis, optimizing team coverage during peak periods and increasing answer rate from 50% to 75%, the highest in EMEA for two consecutive years.
Reduced support tickets by 22% through self-service improvements and usability enhancements, freeing team capacity for high-value interactions.
Analyzed customer workflows and redesigned service touchpoints to reduce friction and improve the experience for Mysol Grid customers.