Customer Success Manager - Retention & Growth

VERONICA BOAKYE

Open to Remote (U.S. & Global) *********@*****.*** linkedin.com/in/veronicaboakye Customer Success Manager Account Retention & Growth Onboarding Salesforce HubSpot Remote

PROFESSIONAL SUMMARY

Customer success and account management professional with 10+ years of experience maximizing client retention, driving product adoption, and delivering measurable improvements in customer health across B2B SaaS, marketplace, and enterprise portfolios. Proven ability to design scalable onboarding programs, reduce churn, manage high-value stakeholder relationships, and execute data-driven success strategies including NPS tracking, CSAT measurement, and health score frameworks. Skilled in Salesforce, HubSpot, and Gainsight-equivalent CS platforms; experienced leading fully remote, globally distributed teams across multiple time zones. CORE COMPETENCIES

Customer Onboarding & Activation Churn Reduction & Retention Strategy

Net Revenue Retention (NRR)

Executive Stakeholder Engagement QBR Facilitation & Success Planning Renewal & Upsell Management Customer Health Monitoring CRM (Salesforce, HubSpot) Product Adoption & Training Programs

PROFESSIONAL EXPERIENCE

SMB Strategy & Business Development Manager Walmart Marketplace July 2023 – Present Remote, USA

Managed portfolio of SMB and Mid-Market marketplace seller accounts, delivering proactive success management, performance coaching, and fulfillment adoption support exceeding FY2025 customer success targets by 48% ($15.2M GMV).

Developed and delivered a White Glove onboarding and training program adopted company-wide, reducing time- to-value for new sellers and improving Walmart Fulfillment Services (WFS) adoption rates across the organization.

Served as WFS Subject Matter Expert conducted seller business reviews (QBRs), monitored account health and ARR-equivalent GMV targets, proactively resolved adoption blockers, and reduced seller churn through structured success planning.

Optimized HubSpot CRM workflows and engagement cadences to track customer health signals, CSAT indicators, and pipeline health; named 2025 Customer Value Proposition Champion of the Year. Co-Founder & Head of Growth Flattts – Real Estate & Travel Tech Platform 2023 – 2025 Remote Accra, Ghana / Lagos, Nigeria

Led customer success and host onboarding operations for 164+ verified users and 400+ property listings, designing scalable verification workflows, pricing support processes, and post-activation success playbooks to maximize satisfaction.

Built and executed proactive retention strategies and post-onboarding success cadences, reducing early-stage churn and increasing platform engagement through data-driven customer lifecycle management.

Managed cross-functional team of 3 in a fully asynchronous remote environment, overseeing customer success, property acquisition, and marketing operations across two international markets. Technical Sourcing Recruiter Amazon Web Services (AWS)Feb 2022 – Dec 2022 Arlington, VA (Remote)

Managed complex multi-stakeholder relationships across hiring managers, candidates, and HR teams guiding high-stakes processes from initial engagement through close; directly applicable to customer success management and renewal orchestration.

Area Operations Manager Amazon Fulfillment Centers Mar 2021 – Feb 2022 Baltimore, MD

Designed and delivered onboarding and training programs for 500+ new hires, building structured adoption pathways that achieved 99–100% week-over-week productivity applicable to customer onboarding program design and time-to-value optimization.

Led performance coaching and team development for 80–200 associates; earned 4.8/5 leadership score (5.7% above Amazon benchmark), demonstrating the coaching and people development skills essential to customer success.

Client Engagement Specialist – HR Practice Gartner Apr 2018 – Sep 2019 Rosslyn, VA

Managed 350+ enterprise client accounts and 700+ C-level executives and direct reports, delivering proactive engagement, membership value maximization, and retention strategies across a high-value B2B portfolio.

Designed and implemented a CRM tracking system that increased conference registration by 12% and enabled proactive account health monitoring, NPS-equivalent satisfaction tracking, and data-driven engagement outreach.

Drove a 40% increase in client engagement within 3 weeks through personalized outreach campaigns and proactive success initiatives, demonstrating ability to rapidly improve account health scores and reverse declining engagement.

Led territory to 74% penetration by mid-year; coordinated cross-functionally to resolve escalations, improve CSAT, and ensure seamless service delivery — reducing at-risk account churn across the enterprise portfolio. Senior Business Development Representative DiscoverOrg (now ZoomInfo) Feb 2016 – Nov 2016 Bethesda, MD

Demonstrated consultative discovery and needs analysis identifying C-level customer pain points and aligning B2B SaaS solutions to business goals skills foundational to customer success management and retention strategy.

Generated $800K+ in qualified pipeline in 3 months (+120% quota) by developing in-depth understanding of customer success criteria; built executive-level relationships across multiple industries. Advertising, Sales & Marketing Assistant (Contract) American Chemical Society Feb 2017 – Aug 2017 Washington, DC

Led Salesforce CRM and BI tool implementation initiative, improving team data visibility and customer insight capabilities; supported campaigns increasing web traffic by 30%. EDUCATION

Master of Science – Innovation, Strategy & Entrepreneurship Grenoble Ecole de Management (GEM), Grenoble, France GPA: 3.4 2019–2021

Bachelor of Arts – International Relations, Minor: International Business Suffolk University, Boston, MA 2011–2015

TOOLS & TECHNOLOGY

Salesforce HubSpot Gainsight (equivalent platforms) Gong Monday.com Microsoft Office 365 Google Workspace Slack Microsoft Teams ChatGPT Enterprise Zoom

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