Amelia Ajoku
Calgary,Canada
Summary
Customer Success & Operations professional with 5+ years of experience in SaaS client success, data analytics, and process optimization. Proven track record of building scalable workflows, launching enablement tools, and delivering dashboards that improve adoption, retention, and customer outcomes. Certified PMP and Agile Practitioner, with strong cross-functional leadership experience partnering across Sales, Product, Finance, and Support. Awesome at driving operational excellence in fast-paced, high-growth tech environments while ensuring a seamless customer experience.
Overview
10
10
years of professional experience
Work History
Client Services Manager
AnywhereWorks
Calgary, Canada
12.2022 - Current
- Led a team of 20+ client experience associates across the US, UK, and Canada, owning end-to-end operational processes, reporting, and enablement to ensure adoption, retention, and customer satisfaction.
- Designed and implemented data-driven workflows, dashboards, and KPIs, improving onboarding efficiency by 20%, and providing executive visibility into customer health.
- Spearheaded change management initiatives, developing standardized playbooks and process improvements that reduced support escalations by 15%.
- Partnered cross-functionally with Sales, Product, and Finance to deliver measurable outcomes for clients, aligning operational processes with revenue and retention goals.
- Created and maintained quarterly business review reporting and health-of-business dashboards to drive strategic decision-making.
- Championed a continuous improvement culture, piloting new CS enablement tools, and training programs that boosted customer adoption and team productivity.
Customer Success Specialist
BGS CONCIERGE LIMITED
Calgary, Alberta
03.2019 - 10.2022
- Managed a portfolio of mid-market and enterprise SaaS clients, serving as the trusted advisor from onboarding, through adoption, expansion, and renewal.
- Partnered cross-functionally with Product and Engineering to relay customer feedback, influencing roadmap features that improved adoption.
- Conducted quarterly business reviews (QBRs) with customers and leadership, providing performance data and measurable ROI insights.
- Drove process improvements within the CS team by piloting automation and workflow tools, increasing productivity and customer satisfaction.
Project & Operations Coordinator
BAV INVESTMENT LIMITED
Abuja, Nigeria
07.2015 - 02.2019
- Coordinated operational projects across departments, establishing tools, processes, and reporting systems to improve efficiency and service delivery.
- Supported leadership in strategic planning, data analysis, and continuous process improvement initiatives.
- Collaborated with Support and Product teams to resolve escalations, ensuring seamless customer experiences.
Education
Agile Certified Professional (PMI-ACP) -
Project Management Institute
01.2024
Project Management Professional (PMP) -
Project Management Institute
01.2024
Master of Science - Human Physiology
University of Lagos
01.2019
Bachelor of Science - Human Physiology
University of Lagos
01.2014
Skills
- Customer Success Operations & Enablement
- SaaS Client Lifecycle Management (Onboarding → Adoption → Renewal)
- Process Improvement & Change Management
- Cross-Functional Program Leadership
- Customer Health Tracking & Business Reviews
- Project and program management (PMP, Agile)
- Executive and stakeholder communication
Volunteer Experience
Community Volunteer – Calgary Youth Justice Committee
Feb 2024 – Sept 2024 | Calgary, Canada
- Supported the development and delivery of youth diversion programs aimed at preventing delinquency and promoting positive behavior.
- Mentored and guided at-risk youth involved in the justice system, helping them navigate challenges and access essential support services.
Feb 2024 – Present | Calgary, Canada
- Provided administrative and client support for the Equipment Loan Program, including data entry, documentation, and responding to client inquiries.
- Coordinated equipment scheduling, pickups, and deliveries, collaborating with volunteers and transportation providers to ensure timely service.
- Assisted in preparing program evaluation and grant reporting documentation, supporting data accuracy and program accountability.
Timeline
Client Services Manager
AnywhereWorks
12.2022 - Current
Customer Success Specialist
BGS CONCIERGE LIMITED
03.2019 - 10.2022
Project & Operations Coordinator
BAV INVESTMENT LIMITED
07.2015 - 02.2019
Agile Certified Professional (PMI-ACP) -
Project Management Institute
Project Management Professional (PMP) -
Project Management Institute
Master of Science - Human Physiology
University of Lagos
Bachelor of Science - Human Physiology
University of Lagos
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