Candidate Profile

    Roo1520

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    About

    I am a customer-focused professional with strong experience in customer success, account management, and cross-functional collaboration. I excel at building trusted relationships, understanding client needs, and proactively driving adoption, retention, and long-term value. Known for my ability to balance strategic thinking with hands-on execution, I use data, insight, and clear communication to identify risks early, solve problems effectively, and improve the overall customer experience. With a background spanning customer-facing roles, research, and commercial support, I bring a well-rounded, adaptable approach to customer success and thrive in fast-paced environments where delivering measurable impact truly matters.

    Proficient in

    Customer Retention & GrowthCustomer Onboarding & AdoptionAccount & Relationship ManagementCustomer Insights & Risk Management
    International

    Yes

    Availability

    Part Time or Full Time

    Experience

    6 years

    Previous Roles

    3

    Work History

    Customer Success Manager/ Account Manager
    Market & Research Associate
    Business Development Executive

    Key Responsibilities in Most Recent Role

    Job Title: Customer Success Manager/ Account Manager

    6 years
    • Customer Retention & Growth: Drove customer retention and expansion revenue by developing tailored success plans and maintaining proactive, value-driven engagement.
    • Customer Onboarding & Adoption: Optimised the onboarding journey for new customers, accelerating time-to-value and increasing product adoption.
    • Account & Relationship Management: Managed a portfolio of key accounts, building strong, long-term relationships with senior stakeholders to support ongoing growth and retention.
    • Customer Insights & Risk Management: Leveraged customer usage data and feedback to identify risk signals, anticipate churn, and provide actionable insights to internal teams.
    • Cross-Functional Collaboration: Collaborated closely with Sales, Marketing, and Credit teams to align customer needs with product initiatives and deliver a seamless customer experience.
    • Technical Skills: CRM & Customer Success Platforms (Salesforce, Forest, Intercom, Omnichannel, Amazon Phone); Communication & Collaboration Tools (Microsoft Teams, Slack)
    • Professional Skills: Customer Relationship Management; Strategic Account Planning; Negotiation & Stakeholder Management; Clear & Effective Communication; Problem-Solving & Risk Mitigation
    • Industry Knowledge: Strong understanding of the Fintech landscape, including regulatory requirements and FICA compliance

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