RACHEL ADEYINKA Oyenusi
Toronto,Canada
Summary
Dynamic Senior Customer Success Manager with 10 years of experience in B2B and enterprise-level customer success. Skilled in managing high-value portfolios, fostering customer loyalty, and driving measurable business outcomes. Expertise in cross-functional collaboration, strategic account management, and using data to guide retention and growth. Known for proactive customer engagement, excellent problem-solving abilities, and a strong track record of achieving KPIs and optimizing customer ROI.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Volunteer, Customer Success Specialist
Serene Care Staffing Services
01.2024 - Current
- Managed a portfolio of key accounts, improving client satisfaction through proactive engagement and regular check-ins
- Analyzed customer data to identify opportunities for growth, enhancing client retention by 20% through targeted initiatives
- Developed and implemented customer success plans, aligning client objectives with the company's offerings and driving measurable ROI
- Fostered relationships with stakeholders, serving as a trusted advisor and promoting product features to increase usage
Customer Success & Sales Manager
Union Bank of Nigeria Plc
01.2019 - 01.2023
- Oversaw a portfolio of enterprise accounts, achieving a 25% increase in customer satisfaction by implementing tailored customer engagement strategies
- Led renewal negotiations and successfully met retention targets, contributing to a 30% reduction in churn through strategic account planning
- Collaborated crossfunctionally with Product, Sales, and Operations teams to address customer needs and improve service delivery
- Conducted quarterly business reviews to communicate product value and ROI, ensuring alignment with client business goals
Customer Success & Operations Supervisor
Fidelity Bank Plc
01.2015 - 01.2019
- Strengthened customer retention by designing and executing success programs, achieving a 95% customer satisfaction rate
- Managed customer onboarding, ensuring clients fully understood and utilized the company’s offerings to meet their objectives
- Acted as the Voice of the Customer, providing actionable feedback to the Product team to influence feature improvements and prioritization
- Analyzed customer data in CRM systems to monitor account health and proactively address any potential issues
Education
Post Graduate - Global Business Management
Fleming College, Toronto
Nigeria 01.2024 - Current
Bachelor of Science - Marketing, Honors
Babcock University
06.2003
Skills
- Customer Success & Retention Strategies
- Enterprise Account Management
- Data Analytics
- CRM Proficiency
- Salesforce
- ChurnZero
- Strategic Thinking
- Problem Solving
- Cross Functional Collaboration
- Effective Communication
- Value Presentation
Timeline
Post Graduate - Global Business Management
Fleming College, Toronto
01.2024 - Current
Volunteer, Customer Success Specialist
Serene Care Staffing Services
01.2024 - Current
Customer Success & Sales Manager
Union Bank of Nigeria Plc
01.2019 - 01.2023
Customer Success & Operations Supervisor
Fidelity Bank Plc
01.2015 - 01.2019
Bachelor of Science - Marketing, Honors
Babcock University
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