Kemi Sosina
Winnipeg,Canada
Summary
Customer Success Manager with over 10 years of experience optimizing customer engagement, onboarding processes, and retention strategies. Adept at leveraging data insights to drive customer satisfaction, enhance user adoption, and improve business performance. Skilled in CRM systems, onboarding workflows, and customer lifecycle management. Strong communicator with expertise in process automation, stakeholder collaboration, and customer success metrics. Proficient in Salesforce, Gainsight, HubSpot, Power BI, and SQL.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Xingular Concepts Inc.
Winnipeg, MB
01.2022 - Current
- Led customer onboarding initiatives, ensuring seamless adoption of software solutions and services.
- Developed and executed customer engagement strategies, resulting in improved retention rates.
- Collaborated with cross-functional teams to enhance the customer journey and overall satisfaction.
- Implemented customer success tools such as Gainsight and Salesforce to monitor engagement metrics.
- Designed training programs and self-service knowledge bases to empower customers.
- Managed CCaaS (Call Centre as a Service) implementation, optimizing customer support operations.
- Conducted regular customer health assessments and identified areas for proactive support.
- Delivered high-touch and scaled 1:many onboarding experiences to activate admins and end users, ensuring they confidently adopt products.
- Customized implementation plans for key accounts based on customer requirements and industry best practices.
- Implemented automated, proactive touchpoints across different channels, including email cadences, in-app messages, and webinars.
Customer Success Manager
STADXL Limited
Mississauga, ON
06.2021 - 01.2022
- Spearheaded CRM implementation, optimizing client interactions and data management.
- Developed onboarding frameworks to ensure successful product adoption for new clients.
- Designed customer feedback loops, leading to product enhancements and improved customer experience.
- Automated reports and dashboards using Power BI to track customer success KPIs.
- Worked closely with sales and marketing teams to align customer success strategies with business goals.
Customer Success Manager / Project Manager
7X Powered Group
03.2015 - 03.2021
- Managed customer engagement strategies using data insights to enhance brand visibility and user experience.
- Developed and implemented data-driven marketing campaigns, optimizing outreach through analytics.
- Created KPI dashboards to track customer interactions, sales conversions, and market positioning.
- Conducted trend analysis and predictive modeling to improve customer retention and satisfaction.
- Led onboarding processes, providing tailored training and documentation for new users.
Customer Success Manager
Zenith Bank Plc
11.2013 - 03.2015
- Led customer onboarding for SME and commercial banking clients, improving adoption of digital banking solutions.
- Implemented CCaaS (Call Centre as a Service) to enhance customer support and streamline communication.
- Developed customer segmentation strategies to personalize outreach and improve engagement.
- Utilized SQL to analyze customer behavior data and optimize service offerings.
- Created customer success dashboards to monitor satisfaction scores and churn risk.
- Delivered high-touch and scaled onboarding experiences to activate customers and improve adoption.
- Ensured seamless Sales-to-CS handoffs by aligning on customer goals and standardizing onboarding processes.
- Worked with CS, Content, and Support teams to identify gaps in customer training content and standardize onboarding playbooks.
- Managed high-value client portfolios, providing personalized financial solutions and investment strategies.
- Conducted customer data analysis to identify trends and recommend financial products.
- Led onboarding sessions for new banking customers, ensuring a smooth transition to digital services.
Education
Diploma - Data Analysis
Robertson College
01.2024
Master's - Finance
B.Sc. - Economics
Skills
- Customer Success & Relationship Management
- Customer Onboarding & Adoption Strategies
- CRM Systems (Salesforce, HubSpot, Gainsight)
- Data-Driven Customer Insights & Retention
- Customer Journey Mapping & Process Optimization
- CCaaS (Call Centre as a Service) Implementation
- Stakeholder & Vendor Management
- Customer Engagement & Experience Improvement
- KPI Tracking & Performance Analytics
- User Training & Support Strategies
- Agile & Waterfall Project Methodologies
- Automated & Scaled Onboarding Processes
- Customer Success Playbooks & Training Content Development
- Customer Feedback Analysis & Iterative Process Improvement
- Customer Success Tools: Gainsight, Salesforce, HubSpot, Zendesk, Intercom
- Data Analysis & Visualization: SQL, Power BI, Tableau, Excel (Advanced)
- Project Management & Tools: Jira, Confluence, MS Visio, SharePoint
- CRM & ERP Systems: Salesforce, Oracle NetSuite
- Methodologies: Agile, Waterfall, SDLC
Additional Experience And Projects
- Healthcare Onboarding & Customer Support - Led onboarding and support strategies for a COVID-19 contact tracing initiative and HR platform integration.
- Online Shopping Site & ERP Integration - Managed data workflows, customer success strategies, and process automation for eCommerce clients.
- Customer Retention & Support Optimization - Implemented customer support automation and proactive engagement strategies to reduce churn.
Timeline
Customer Success Manager
Xingular Concepts Inc.
01.2022 - Current
Customer Success Manager
STADXL Limited
06.2021 - 01.2022
Customer Success Manager / Project Manager
7X Powered Group
03.2015 - 03.2021
Customer Success Manager
Zenith Bank Plc
11.2013 - 03.2015
Diploma - Data Analysis
Robertson College