Ijeoma Joy E.

Customer Success Manager | Reduce Churn, Grow Accounts | HubSpot

You're spending thousands to acquire new customers. But if your onboarding is inconsistent, your follow-ups depend on someone remembering to send them, and you can't see which accounts are slipping until they've already cancelled, you're losing revenue that no amount of new sales will replace. That's the problem I solve. I'm a Customer Success Manager and CRM Specialist who helps businesses stop losing customers and start growing the ones they already have. With a 100% Job Success Score on Upwork, $7K+ earned, and a track record that includes a 90% customer retention rate and 20%+ CSAT improvement for clients across SaaS, FinTech, E-commerce, and professional services, I bring both the strategy and the systems to make your customer success operation work the way it should. Most customer success hires are reactive. They wait for tickets, respond to complaints, and check in when renewals are due. But by the time you're reacting, your customers have already started to disengage. The businesses that retain and grow their accounts are the ones with proactive systems health scoring, automated touchpoints, structured onboarding, and consistent lifecycle communication. That's what I build for you. Here's what that looks like in practice: CUSTOMER ONBOARDING AND RETENTION STRATEGY → Onboarding programs that reduce time-to-value, increase product adoption, and set every customer up for long-term success from the first interaction → Customer health scoring frameworks that flag at-risk accounts weeks before they disengage - not after they've started looking at competitors → Churn prevention strategies, renewal workflows, and lifecycle communication sequences, that keep customers engaged and growing quarter over quarter → QBRs and proactive check-ins that strengthen relationships, surface risks early, and uncover upsell and cross-sell opportunities your team might otherwise miss. CRM SETUP, OPTIMIZATION, AND MANAGEMENT → Daily work in HubSpot and Microsoft Dynamics 365, with hands-on experience across Salesforce, Zoho, GoHighLevel, and Pipedrive → CRM setup, migration, cleanup, and optimization so your team has accurate data and full pipeline visibility at all times → Dashboards and reports that give you real-time views of customer health, engagement trends, revenue at risk, and expansion potential → Your CRM becomes a decision-making tool that drives strategy not a database your team avoids updating WORKFLOW AUTOMATION → Using Zapier, Make, n8n, and Monday, I automate the repetitive work that slows your CS operation and creates gaps in the customer experience → Onboarding sequences, renewal reminders, handoff alerts, follow-up triggers, NPS surveys, feedback collection, and CRM updates running automatically in the background → Your team spends less time on admin and more time building relationships that drive retention and revenue → Complete systems that connect your CRM, communication platforms, and project management into one seamless workflow. ACCOUNT MANAGEMENT AND CLIENT ENGAGEMENT → End-to-end management of complex customer relationships from onboarding through renewal and expansion as a strategic partner, not just a point of contact → Aligning your customer goals with your business objectives so every interaction and touchpoint moves both sides forward → Escalation handling, customer education resources, and communication cadences that keep clients informed and confident in your product → When support is in scope, I work with Zendesk, Intercom, and Freshdesk for ticket management, live chat, and resolution that builds trust. My approach starts with listening. No two customers are the same, so I don't bring a generic playbook. I dig into your data, map your customer journey, find the friction points and blind spots, and build a personalized strategy designed to move the metrics you care about whether that's churn rate, NPS, onboarding completion, time-to-value, or net revenue retention. I don't fill seats. I build systems and relationships that make your customers stay longer, spend more, and become the kind of advocates who send you referrals without being asked. If that's the kind of growth you're building toward, I'd like to help you get there. Click Invite or send me a message. Tell me what you're working on and which metrics matter most and I'll come back with a clear plan for how we fix it together. SKILLS Customer Success Management Customer Onboarding Customer Retention Churn Reduction CRM Management HubSpot Microsoft Dynamics 365 Account Management Workflow Automation Zapier Customer Lifecycle Management SaaS Client Relationship Management Customer Satisfaction (CSAT) Data Analysis