Ephraim Onyemuwa
Customer Success Manager
Remote (UTC + 1) Collaboration With Global Teams And Clients
Summary
Results-driven Customer Success Manager with over 8 years of experience, managing mid-market and enterprise portfolios in fast-paced banking, Fintech and real estate environments. Proven expertise in reducing churn by 15–35%, achieving high CSAT scores, boosting Net Promoter Scores (NPS) by 28+ points, and driving expansion revenue through proactive account management and value realization strategies.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Pay4Me Inc
06.2023 - Current
- Curated and maintained a tactical Standard Operating Procedures (SOP) and playbooks covering proactive outreach, escalation management, and executive business reviews, leading to a 28% reduction in preventable churn and consistent 85%+ customer satisfaction score (CSAT) scores.
- Achieved industry-leading app store improvement — raised Google Play rating 50% (from 3.2 to 4.8 stars) within 90 days by championing customer pain points in cross-functional forums, optimizing in-app experiences, and launching strategic review solicitation at peak delight moments.
- Developed comprehensive self-service knowledge base and Frequently asked questions (FAQ) section covering regulatory compliance, transaction workflows, and app usage; decreased inbound support volume by 28% within 6 months and improved first-contact resolution rate to 92%.
- Trained and mentored junior team members on de-escalation techniques and product knowledge, contributing to overall team CSAT improvement of 29%.
- Collaborated with product, compliance, and finance teams to address systemic issues and improve customer experience processes.
- Partnered with marketing and sales to ensure new customers are successfully onboarded and getting value within first few months.
- Boosted expansion revenue by 15% in mid-market segment by implementing a tiered success framework that surfaced upsell and cross-sell triggers.
- Led Net promoters score (NPS) improvement initiative that raised scores from 42 to 70 within 12 months; implemented feedback loops and cross-functional action plans that decreased escalations by 22% and boosted client loyalty.
Relationship manager
Oxford Zeal , Lagos
09.2020 - 05.2023
- Spearheaded client onboarding and adoption for new property management tools/services, delivering tailored training and resources that accelerated client success and increased platform/feature utilization by 18%.
- Nurtured trusted and strategic partnerships with clients by acting as their primary advocate, gathering feedback, and collaborating internally to implement improvements, contributing to 25% growth in additional services/recommendations.
- Created and facilitated product and customer engagement training sessions for the relationship management team, standardizing knowledge transfer and enabling more consistent client experiences that supported sales targets.
- Managed 15% growth in customer base through strategic customer advocacy and referral initiatives; encouraged delighted clients to recommend services to their personal networks, resulting in high-quality, relationship-driven additions to the portfolio.
- Managed end-to-end client support across multiple stakeholder groups, handling inquiries and resolving issues in listings, contracts, payments, and after-sales phases, contributing to 95% retention and improved client advocacy.
E-Product Customer Support
Union Bank Of Nigeria
06.2018 - 09.2020
- Collaborated with product development teams to align features with customer needs, increasing satisfaction by 80%.
- Assisted in training new staff on e-product features and customer service protocols.
- Provided expert guidance to customers regarding e-product inquiries and troubleshooting issues.
- Identified and reported suspicious transactions on mobile application, preventing fraudulent activities.
- Liaised with cross-functional teams to resolve complex customer concerns efficiently.
- Trained and supervised a team of Customer Support agents and decreased handling time by 20%
Call Center Customer Service Specialist
Union Bank Of Nigeria
06.2016 - 05.2018
- Responded and resolved customer's queries via phone, email and live chat, consistently achieving 85%+ CSAT and 88% First Contact Resolution rate.
- Collaborated with product, compliance, and finance teams to address systemic issues and also escalated customer challenges to improve customer experience processes with resulted to 5% monthly customer satisfaction.
- Documented all interactions with customers on open scape CRM for feedback, follow-up and quality assurance purposes.
- Followed-up escalated complaint that exceeded turn around time and resolved them which resulted to 46% increase in customer retention rate.
- Handled dissatisfied customers in a polite and professional way to enhance customer experience.
- Stayed up-to-date on product knowledge, policies, and company promotions to enable swift responses to customers when needed.
- Delivered exceptional service by actively listening to customer needs and providing tailored solutions.
Business development Personnel
Global Vision Consult Ltd
12.2013 - 01.2016
- Established strategic partnerships to drive business growth and enhance market presence.
- Collaborated with marketing and business development teams to identify new sales opportunities.
- Negotiated with distributors, achieving an 80% increase in sales for new and existing products.
- Increased sales through multiple channels while ensuring 70% debt repayment from distributors.
Education
HND → Higher National Diploma (Technical Degree) - Accounts
Federal Polytechnic Bauchi
Nigeria11.2011
Accounts and Audits
Federal Polytechnic Bauchi
Nigeria11.2006
Skills
Leadership Skills
Product Adoption & Onboarding
Renewal & Expansion Revenue (Upsell/Cross-sell)
Customer Relationship Management / Account Management
Churn Reduction & Retention Strategies
Microsoft Office Suite / Google Workspace/ Slack / Teams / Zoom
CRM Software (Zoho, Zendesk, Intercom)
Renewal & Expansion Revenue (Upsell/Cross-sell)
NPS / CSAT / Customer Satisfaction Metrics
Cross-functional Collaboration (Sales, Product, Support)
Proactive / Strategic Account Management
Reporting
Accomplishments
Won awards as the best customer experience staff in Union bank while gathering experience on different desk and leading a team.
Timeline
Customer Success Manager
Pay4Me Inc
06.2023 - Current
Relationship manager
Oxford Zeal , Lagos
09.2020 - 05.2023
E-Product Customer Support
Union Bank Of Nigeria
06.2018 - 09.2020
Call Center Customer Service Specialist
Union Bank Of Nigeria
06.2016 - 05.2018
Business development Personnel
Global Vision Consult Ltd
12.2013 - 01.2016
HND → Higher National Diploma (Technical Degree) - Accounts
Federal Polytechnic Bauchi
Accounts and Audits
Federal Polytechnic Bauchi