Oluwaseun O.

Customers don't just need to complete onboarding. They need to understand the product, use it confidently, and get enough value from it to want to keep using it. THAT'S WHERE I COME IN I’m a Customer Success Manager with 5+ years of experience across customer support, SaaS environments, onboarding, CRM management, technical issue resolution, and customer communication. I work across Customer Success and Technical Account Management, helping customers move from initial onboarding to product adoption and long-term engagement. I pay close attention to what happens after the customer signs up: ✔️ Are they reaching value quickly? ✔️ Are they using the product beyond the basics? ✔️ Are there signs that engagement is dropping? ✔️ Are recurring support issues pointing to a bigger problem? ✔️ Does the customer know what to do next? ✔️ Are technical issues getting in the way of adoption? ✔️ Is there enough communication between Sales, Support, Product, and Customer Success? These signals help me understand where a customer may be getting stuck and what needs attention before it becomes a bigger account issue. My approach to Customer Success is practical. I start with the customer's goals, understand how they currently use the product, identify friction in the journey, and work with the right teams to remove it. That can mean improving an onboarding process, helping a customer reach first value, increasing feature adoption, following up on an at-risk account, coordinating a technical issue, documenting recurring problems, or making sure customer feedback gets back to the right internal team. My background in high-volume customer support has also taught me to look beyond the immediate ticket or request. With an 82% CSAT track record, I understand the importance of resolving the issue in front of you while also asking why it happened and whether it could affect the wider customer relationship. I'm comfortable working with both technical and non-technical customers and using tools such as: Salesforce | HubSpot | Zendesk | Intercom | Gorgias | Gainsight | Jira | ClickUp | Slack | Notion Areas I can support include: - Customer Onboarding & Implementation - Product Adoption & Customer Education - Customer Health & Engagement - Retention & Churn Prevention - Technical Account Management - Customer Support & Escalation Management - CRM & Customer Lifecycle Management - Voice of Customer & Feedback - Cross-functional Customer Management My goal is straightforward: make it easier for customers to reach the outcome they came to your business for, while giving your team better visibility into what is happening across the customer journey. If customers are getting stuck somewhere between signup, onboarding, adoption, and retention, send me a message. Tell me where the gap is, and we can look at what may be causing it.