Customer Success Leader - 6+ Years Driving Retention & Growth

QUEENETH MMA

CUSTOMER SUCCESS MANAGER

Email: *************@*****.*** Phone: +1-214-***-**** Location:

Professional Summary:

I am a Customer Success Manager with 6+ years of experience driving customer retention, product adoption, and revenue growth. I have increased retention rates by 20%, boosted upsell revenue by 15%, and improved client satisfaction scores by 25% through strategic account management and proactive engagement. I excel at building trusted relationships, aligning customer goals with business outcomes, and delivering measurable success across the customer journey.

Skills:

Customer Relationship Management (CRM) Tools

Salesforce, HubSpot, Gainsight, Zendesk, Freshdesk, Intercom, Zoho CRM

Project & Task Management

Trello, Asana, Monday.com, Jira, Wrike, ClickUp, Notion

Communication & Collaboration

Slack, Microsoft Teams, Zoom, Google Meet, Loom, Front, Calendly, Gmail, Outlook

Data Analysis & Reporting

Excel, Google Sheets, Tableau, Power BI, Looker, Mixpanel, ChurnZero Analytics, Metabase

Customer Support Platforms

Help Scout, Zendesk Support, Freshservice, Intercom Inbox, Kustomer, FrontApp

Product Knowledge & Learning Management

Confluence, Notion, WalkMe, Pendo, Userpilot, Guru, Lessonly, Docebo

Technical & Integration Tools

APIs Basics, Zapier, Segment, Postman, Salesforce Integrations, Webhooks, SSO/SAML Knowledge, Microsoft Power Automate, JSON Familiarity

Experience:

Texas Instruments Inc Sr Customer Success Manager Feb 2023 - Present

Managed a portfolio of over 80 mid-to-enterprise clients, achieving a 94% customer retention rate by delivering proactive account support and personalized success strategies.

Acted as the primary point of contact for all post-sales activities, ensuring 85% of client onboarding was completed within the first 30 days to drive faster time-to-value.

Increased Net Promoter Score (NPS) by 18% year-over-year by implementing customer feedback loops and coordinating quarterly business reviews (QBRs).

Collaborated with the sales and product teams to identify upsell and cross-sell opportunities, contributing to an increase in annual revenue growth.

Led customer training sessions and webinars, improving product adoption rates by 30% across multiple Acer software and hardware platforms.

Utilized CRM tools like Salesforce and Gainsight to track customer health scores, manage renewals, and maintain detailed customer records with 100% compliance to company standards.

Analyzed usage data and engagement metrics to deliver actionable insights to leadership and clients, helping to drive greater product utilization.

Developed and standardized customer success processes to improve operational efficiency and reduce customer churn.

Built strong relationships with various internal groups: Sales, Inventory Product Operations, Business Units, Quality, Pricing, Finance and many others to understand their care abouts and their impact on your customers’ needs

Advocated for customer needs internally, collaborating with product teams to drive enhancements that improved the overall user experience.

Monitor and enforce TI’s business terms and drive behavior change as needed.

Amazon Customer Success Manager Nov 2020 – Jan 2023

Championed customer advocacy programs, growing the customer referral program and generating additional revenue from new clients referred by satisfied customers.

Led client onboarding and training processes, reducing the onboarding time by 30% by developing streamlined workflows and automated documentation.

Worked closely with the account management and technical teams to identify and resolve client issues, achieving a 95% customer satisfaction rate.

Provided strategic guidance on digital marketing solutions to clients, resulting in an average of 20% improvement in customer KPIs such as conversion rates and return on investment (ROI).

Conducted regular business reviews and performance evaluations with clients, presenting data-driven insights that contributed to a 15% increase in upsell and cross-sell opportunities.

Identify root causes that lead to disruptions in customers’ order fulfillment process and drive internal alignment to resolution (short- and long-term) and ensure timely execution of deliverables

Provided regular updates on account status to senior leaders – internally and externally

Monitored various customer and order fulfillment metrics, analytics, reporting and driving strategies based on business intelligence gained

Collaborate across other regional Customer Operations teams for best practice sharing and alignment on process standardization

Consistently monitor processes and workflows for optimization and digitization potential and drive towards implementation with respective teams

Utilized CRM platforms like Salesforce to track and manage client interactions, generating accurate forecasts and maintaining a pipeline that contributed to renewals.

Provided feedback to product teams based on client insights, driving product improvements that led to increased customer satisfaction with new features.

Developed and implemented customer success strategies that increased upsell revenue and enhanced customer lifetime value (CLV).

Genpact LLC Customer Strategy Partner Jan 2018 – Oct 2020

Managed and nurtured client relationships, ensuring a high level of customer satisfaction and retention across a portfolio of over 50 key clients, leading to a 15% increase in annual client retention rates.

Acted as the primary point of contact for clients, addressing inquiries, resolving issues, and facilitating communication between clients and internal teams, improving response times by 20%.

Developed and implemented customized solutions for clients, resulting in a 25% growth in revenue from existing accounts by identifying upselling and cross-selling opportunities.

Coordinated with internal teams such as sales, marketing, and technical support to ensure seamless delivery of services and solutions, reducing project delivery time by 10%.

Conducted quarterly business reviews (QBRs) with clients, providing performance analysis, identifying areas for improvement, and proposing strategies, leading to a 30% increase in client satisfaction scores.

Prepared regular reports and presentations for senior management to track client performance, market trends, and potential growth areas.

Utilized CRM tools (Salesforce, Zoho) to track client interactions, opportunities, and support tickets, improving the accuracy of client data and increasing workflow efficiency.

Advocate on customers’ behalf by effectively articulating customers’ needs internally across functions and drive for solutions to increase customers satisfaction

Education:

Federal University of Technology, Owerri(FUTO)

Certifications:

CompTIA Security+ (2024), Google Networks and Network Security

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