Chiamaka N.

SaaS companies don't lose customers because of bad products. They lose them because nobody caught the warning signs and nobody showed the customer the value fast enough. That's what I fix. I'm a Customer Success Manager with 3+ years working with B2B SaaS companies to reduce churn, drive product adoption, and turn new customers into long-term accounts. I manage the full customer lifecycle from onboarding through renewal and expansion. WHAT I DELIVER 🔹 Onboarding & product adoption I design and run structured onboarding programmes that reduce time-to-value, drive feature adoption, and prevent early churn. New customers get to their first win fast and stay. 🔹 Churn prevention & health score management I proactively monitor customer health signals, build early-warning playbooks, and intervene before at-risk accounts become lost accounts. 🔹 Renewal management & QBRs I run executive-level Quarterly Business Reviews, build ROI reports, and manage the full renewal cycle from 90-day conversations to signed contracts. 🔹 Account growth & expansion I identify upsell and cross-sell opportunities through genuine curiosity about the customer's evolving goals not a sales script. METRICS I OWN & TRACK · NPS (Net Promoter Score) : measuring customer loyalty and identifying detractors before they churn · CSAT (Customer Satisfaction Score) : capturing satisfaction at key touchpoints: onboarding, QBRs, support · Churn Rate : monitoring monthly and annual customer loss to trigger early intervention · NRR (Net Revenue Retention) : tracking retained + expanded revenue as the true measure of CS health · GRR (Gross Revenue Retention) : measuring baseline retention before expansion is factored in · Customer Health Score : composite scoring across product usage, engagement, NPS, and support activity · Product Adoption Rate : tracking DAU/MAU, feature usage, and breadth of adoption across teams · Time to Value (TTV) : reducing the time from onboarding start to first meaningful customer outcome · Renewal Rate : managing and forecasting contract renewals across my full book of business · Expansion Revenue : identifying and progressing upsell and cross-sell opportunities within accounts TOOLS I WORK WITH CS Platforms: Gainsight · ChurnZero CRM: Salesforce · HubSpot · Salesforce. Communication & Support: Intercom · Zendesk · Slack Analytics: Mixpanel · Amplitude · Google Analytics Productivity & Planning: Notion · Asana · Google Workspace · Zoom · Calendly WHO I WORK WITH B2B SaaS companies with recurring revenue models who want a CSM who thinks commercially, communicates clearly, and genuinely cares about customer outcomes. If your customers aren't getting the value they signed up for, let's talk.