Nkechi E.

Customer Success | CRM | Onboarding | VA

Your customers deserve more than ticket responses. They deserve someone who owns their success end to end. That's what I do. I'm Nkechi, a Customer Success Manager, Sales Representative, Onboarding Specialist, and Operations Coordinator with 3+ years managing 200+ client relationships for remote US-based SaaS and service businesses. I sit at the intersection of client experience and operational structure. Which means I'm not just responding to customers; I'm building the systems, workflows, and follow-through processes that make sure nothing slips, no lead goes cold, and no client feels forgotten. SALES & ACCOUNT EXECUTIVE At Miniso Nigeria, I served as Sales Team Lead, guiding customers consultatively, hitting targets, and leading a team to deliver consistent results. At Ma'wa Collective, a faith-based travel company, I managed the full sales cycle, qualifying inbound leads, following up on warm enquiries, closing bookings via our travel booking platform, and upselling packages. At Wellnite, I pitched subscription plans directly to prospective and existing customers, handling objections around pricing, tiers, and billing with confidence and clarity. CUSTOMER SUCCESS & RETENTION I monitor health scores, identify churn signals early, and re-engage at-risk accounts before they go silent. At Ma'wa Collective, I preserved ~15% of at-risk accounts per quarter through CRM behavioural signals, catching disengaging clients before they cancelled. I've applied RICE prioritisation to enterprise accounts, built structured recovery plans for accounts with 12% renewal probability, and protected ARR from active competitor evaluations. ONBOARDING & CLIENT EXPERIENCE I build onboarding journeys that get clients to their first win fast. At Ma'wa Collective, I onboarded 200+ travel clients into structured workflows, routing them to the correct communication channels, collecting documentation, and ensuring every client was fully prepared before departure. At Wellnite, I guided new users through a sensitive onboarding process, matching them with the right support and ensuring confidence at every step. Cancellation rates cut by 50%. CUSTOMER SUPPORT At Ma'wa Collective, I was the face of the business across email, live chat, and messaging platforms, handling all inbound enquiries, booking issues, refund requests, and complaints for 200+ active clients, resolving 95%+ at first contact. At Wellnite, I managed 50+ customer interactions daily in a HIPAA-compliant environment, maintaining all SLAs while delivering empathetic, precise responses. Every interaction was treated as a human conversation, not a ticket. OPERATIONS & WORKFLOW MANAGEMENT I naturally think in systems, ownership, and visibility. At Ma'wa Collective, I built the HubSpot CRM from scratch, importing contacts, mapping properties, building lifecycle automation sequences, and integrating booking data via Zapier to auto-create and enrich records in real time. I eliminated 100% of duplicate entries and maintained 98% data accuracy across 500+ records. I've built SOPs, designed workflow systems, and created operational structure in fast-moving environments where things lived in people's heads instead of systems. SYSTEMS & AUTOMATION I don't just use tools; I make them work. I've built Zapier automations, HubSpot workflow sequences, and operational dashboards that give founders real-time visibility without manual chasing. I work across Airtable, ClickUp, Notion, GoHighLevel, Google Workspace, and Slack, and I ramp quickly on new platforms because I understand the underlying logic, not just the interface. CASE STUDIES • Enterprise Churn Prevention: Applied RICE prioritisation to an enterprise account at churn risk after 3 service outages. Delivered a full recovery plan in 3 days, protecting the account from an active competitor evaluation. • SaaS EBR: Built a full Executive Business Review for a logistics SaaS with 6 of 22 active users, 73 days without CSM contact, and 12% renewal probability due in 30 days. Delivered health score analysis, stakeholder re-engagement strategy, and a 30-day recovery plan. TOOLS HubSpot · Zapier · Apollo · Airtable · Notion · ClickUp · GoHighLevel · Slack · Google Workspace · ChurnZero · Trello · Make Top-rated. Full-time availability. US timezone overlap. If you need someone who improves operational flow, strengthens client experience, organises internal systems, and follows through consistently, let's talk.