Adeola Olayinka Odunsi
Gbagada,Lagos
Summary
A Customer Success Management professional with experience in fintech and digital payments, supporting B2B clients across onboarding, relationship management, and ongoing service delivery. Proven ability to collaborate with product, operations, and technical teams to resolve issues, improve product adoption, and drive customer satisfaction and retention in fast-paced, cross-functional environments.
Overview
9
9
years of professional experience
Work History
Customer Success & Business Partnership Manager (Merchant Services)
Lotus Bank
07.2025 - Current
- Manage customer success for assigned merchants by overseeing onboarding, activation, adoption, and ongoing use of Lotus Bank's merchant payment solutions.
- Serve as the primary relationship manager for merchants and partners, ensuring timely resolution of issues and high levels of customer satisfaction.
- Coordinate merchant onboarding activities including documentation, POS deployment, integrations, testing, and go-live support.
- Proactively engage merchants through regular follow-ups and field visits to improve product usage, reduce churn, and drive retention.
- Collaborate with internal teams (operations, technology, customer support, and compliance) to resolve escalations and improve service quality.
- Monitor merchant performance and transaction behaviour to identify gaps, recommend improvements, and support account growth.
- Support rollout of new merchant services and enhancements by educating merchants on features and best practices.
- Capture merchant feedback and contribute to service improvement initiatives.
- Successfully onboarded and activated multiple merchants, improving early adoption and usage of merchant services.
- Improved merchant retention through proactive engagement and faster issue resolution.
- Supported increased transaction activity among active merchants by driving consistent usage and resolving onboarding bottlenecks.
- Maintained strong merchant satisfaction through effective relationship management and service delivery coordination.
- Recognised for reliability and responsiveness in managing merchant success and operational issues.
Customer Success & Account Manager
Unified Payments Services Ltd
01.2023 - Current
- Manage and support a portfolio of B2B clients across multiple payment channels, ensuring smooth onboarding and ongoing service delivery.
- Act as the primary point of contact for merchants and partners, resolving transaction issues and escalations.
- Coordinate onboarding, integrations, UAT, and go-live processes to drive successful product adoption.
- Identify emerging opportunities, develop marketing and sales plans, and align solutions to customer needs.
- Use transaction data to identify issues, improve usage, and support account retention.
- Collaborate with product and operations teams on new feature rollouts and service improvements.
- Successfully supported onboarding and expansion of multiple bank and fintech clients, contributing to increased merchant acquisition and long-term relationships.
- Increased PTSP market share from 2% to 8% through client engagement and service delivery.
- Successfully led multiple client projects from inception to delivery, enhancing customer satisfaction and retention.
Inside Sales & Customer Relationship Representative
Union Bank
01.2020 - 12.2022
- Identified potential customers and generated leads.
- Negotiating and closing sales.
- Managed customer relationships, and supported client retention initiatives.
- Assistance in the development and implementation of strategies useful for promoting the real brand.
- Collaborated with internal teams to improve service delivery and customer experience.
- Co-led a team that participated in increasing the firm's growth sales by over 60%.
- Successfully closed a deal in one of the firm's highest-valued estates.
Data Analyst
Leap Africa
04.2018 - 11.2019
- Reported, assisted, and worked closely with the Monitoring and Evaluation Manager Negotiating and closing sales.
- Contributed to ongoing research, evaluation and learning plans.
- Designed, tested, and refined data collection and evaluation tools in line with the Organization's objectives.
- Worked with various teams and partners in the design, monitoring, and development of projects.
Administrative Officer
De Busafy Anchor Hotel
Ijebu Ode, Ogun State
01.2018 - 01.2019
- Provided high-level administrative support to ensure smooth daily operations in a fast-paced hospitality environment.
- Maintained accurate records, managed scheduling, and coordinated front-desk operations to enhance guest service.
- Ensured compliance with internal policies and hospitality service standards through regular monitoring and reporting.
Teacher (NYSC - Primary Assignment)
Anglican Commercial Grammar School
Ibadan, Oyo State
01.2017 - 11.2017
- Created and implemented weekly lesson plans.
- Taught and administered continuous assessments to the students.
- Ensured that operational policies were established and also carried out consistent and smooth running of the organization.
- Fostered students' participation in extracurricular activities by 50% such as sports, debates, and quizzes.
Education
MBA - Finance & Investment
AHMADU BELLO UNIVERSITY
03.2026
B.Sc. - Business Administration
BABCOCK UNIVERSITY
01.2016
West African Senior School Certificate - SSCE/WASSCE
TAI SOLARIN SECONDARY SCHOOL
01.2012
Skills
- Customer Success & Account Management
- Merchant Onboarding & Retention
- Payments Solutions (Acquiring, Issuing, PTSP, POS)
- Cross-functional Collaboration
- CRM Tools & Stakeholder Communication
- Data Analysis & Reporting (Excel, Power BI, SQL)
- UAT & Product Rollouts
Professional Qualification Training Leadership Experience
- Project Management Foundation Certificate, New Horizons, 05/01/16
- Product Management Masterclass, Udemy, 06/01/22
- Compliance Made Easy, Mastercard Africa, 07/01/25
Personal Information
- Gender: Female
- Nationality: Nigerian
References
Available on request
Volunteer Experience
Yearly participation in breast cancer awareness campaign
Core Skills Competencies
- Customer Success & Account Management
- Merchant Onboarding & Retention
- Payments Solutions (Acquiring, Issuing, PTSP, POS)
- Cross-functional Collaboration
- CRM Tools & Stakeholder Communication
- Data Analysis & Reporting (Excel, Power BI, SQL)
- UAT & Product Rollouts
Training
- Certificate in Digital Payments, Lafferty, Retail Banking Institute, 06/01/23
- Outstanding Customer Relationship Management, Lagos Business School, 10/01/23
Hobbies and Interests
- Fintech, Blockchain and Payments
- Attending industry events and meetings
Timeline
Customer Success & Business Partnership Manager (Merchant Services)
Lotus Bank
07.2025 - Current
Customer Success & Account Manager
Unified Payments Services Ltd
01.2023 - Current
Inside Sales & Customer Relationship Representative
Union Bank
01.2020 - 12.2022
Data Analyst
Leap Africa
04.2018 - 11.2019
Administrative Officer
De Busafy Anchor Hotel
01.2018 - 01.2019
Teacher (NYSC - Primary Assignment)
Anglican Commercial Grammar School
01.2017 - 11.2017
MBA - Finance & Investment
AHMADU BELLO UNIVERSITY
B.Sc. - Business Administration
BABCOCK UNIVERSITY
West African Senior School Certificate - SSCE/WASSCE
TAI SOLARIN SECONDARY SCHOOL