Faith Oluchi C.

Customer Success Manager|Customer Support |SaaS Onboarding & Retention

Great products don't lose customers because they lack features. They lose customers when onboarding is confusing, support is slow, customers don't realize value quickly, or no one notices they're about to leave. That's where I come in. I help SaaS, HealthTech, and eCommerce companies create customer experiences that increase product adoption, improve customer satisfaction, strengthen retention, and reduce churn. Whether I'm onboarding new customers, managing customer relationships, resolving technical support issues, optimizing CRM workflows, or improving support operations, my goal is always the same: help your customers succeed so your business can grow. Over the past 6+ years, I've worked across Customer Success and Customer Support, partnering with fast-growing teams to simplify customer journeys, remove operational friction, and deliver consistent experiences throughout the entire customer lifecycle. I combine empathy with process improvement, allowing me to solve immediate customer issues while building systems that prevent those issues from happening again. How I can help your team ✔ Customer Onboarding & Product Adoption * Design onboarding experiences that help customers reach value faster. * Increase product adoption through proactive guidance and customer education. * Build onboarding processes that improve activation and long-term engagement. ✔ Customer Success & Account Management * Monitor customer health and engagement. * Conduct proactive check-ins and business reviews. * Identify churn risks early and create success plans that improve retention, renewals, and customer loyalty. ✔ Customer Support & Technical Support * Deliver exceptional email, live chat, and ticket support. * Troubleshoot technical issues, manage escalations, and maintain high CSAT. * Support customers through Zendesk, HubSpot, Gorgias, Intercom, Gladly, and other help desk platforms. ✔ CRM Management & Process Improvement * Maintain clean and accurate customer data. * Optimize HubSpot and Salesforce workflows. * Improve reporting, automate repetitive processes, and streamline customer operations. ✔ Cross-Functional Collaboration * Partner with Product, Engineering, Sales, and Operations teams to resolve customer issues quickly. * Communicate clearly with stakeholders and ensure customers stay informed from first contact to resolution. ✔ eCommerce Customer Experience * Support Shopify and Amazon Seller Central operations. * Manage orders, returns, and customer inquiries. * Improve operational efficiency using Google Sheets, Excel, Google Apps Script, Zapier, and workflow automation. Clients enjoy working with me because I don't simply react to support tickets. I look for patterns, identify opportunities to improve the customer experience, and build processes that make life easier for both customers and internal teams. I believe great customer support creates trust, and great customer success turns that trust into long-term loyalty. If you're looking for someone who can strengthen onboarding, improve customer retention, optimize customer support operations, manage CRM workflows, and become a trusted partner to your customers, I'd love to help. Send me an invitation or message, and let's talk about how I can support your team.