Salesforce/ Zoho CRM
SARAH SYLVESTER
Customer Success Manager
Ketu-Ikosi, Lagos
Summary
Results-driven Customer Success Manager with over 5 years of experience in SaaS client management, enterprise onboarding, and data-informed product adoption strategies. Skilled in managing cross-functional teams, delivering scalable onboarding solutions, and cultivating lasting client relationships. Demonstrated track record of optimizing SaaS products to meet business objectives in diverse global markets. Specialized in high-growth environments such as Freshworks, Zoho, and Salesforce, where client satisfaction is driven by agility, empathy, and metrics-based execution. Certified Scrum Master (CSM) and Lean Six Sigma Yellow Belt with a strong background in customer lifecycle management, stakeholder training, and CRM technology. Dedicated to aligning customer success initiatives with revenue growth and long-term client retention goals.
Overview
10
10
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Customer Success & Analytics Lead
Medbury Medical Services
Lekki, Lagos, Lagos
07.2023 - Current
- Managed end-to-end client lifecycle for SaaS reporting platforms with real-time support.
- Managed approximately 30 incoming calls, emails and chats per day from customers.
- Configured adoption workflows and success plans tailored to client-specific KPIs.
- Delivered strategic business reviews and success consultations to global stakeholders.
- Facilitated data-driven insights sessions resulting in measurable client ROI.
Client Data & Operations Manager
Medbury Medical Services
Lekki, Lagos
07.2020 - 07.2023
- Led the client-facing data reporting team; improved reporting turnaround by 25%.
- Integrated customer feedback loops into product teams; accelerated feature alignment.
- Conducted business intelligence reviews leading to new account expansion across regions.
- Implemented quality control systems to boost overall product consistency and reliability.
Client Relationship Executive
Medbury Medical Services
Lekki, Lagos
10.2018 - 06.2020
- Maintained high-value client portfolios with a 90% renewal rate.
- Launched a client education portal that reduced support tickets by 18%.
- Regularly interfaced with customer IT teams to ensure seamless SaaS integration.
- Increased revenue by identifying upsell opportunities and presenting additional product offerings to clients.
Customer Support Specialist
Certification Edge
Lekki, , Lagos
04.2017 - 09.2018
- Managed omnichannel customer support teams; maintained SLA compliance above 95%.
- Introduced loyalty programs increasing client lifetime value across B2B segments.
- Logged client interactions in Salesforce ensuring detailed follow-ups and CRM hygiene.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Customer Support Specialist
Starry Gold Academy
12.2015 - 03.2017
- Resolved 95% of tickets within SLA, reducing response times and contributing to a 20% improvement in overall support efficiency.
- Troubleshot technical and service-related problems, escalating complex cases and ensuring timely follow-up and resolution.
- Met and exceeded key performance targets for first response time, ticket volume, and resolution rate, contributing to a 20% increase in team efficiency and retention.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Education
Bachelor of Science - Accounting
University of Lagos
Lagos 04.2001 - 01.2016
Associate of Science - Banking And Finance
Moshood Abiola Polytechnic
Abeokuta, Ogun State, Nigeria 04.2001 -
Skills
SaaS Onboarding & Adoption Strategies
undefinedCertification
Certified Scrum Master (CSM) | Scrum Alliance
Accomplishments
- Spearheaded 30% growth in SaaS product usage by streamlining onboarding frameworks for enterprise clients.
- Reduced customer churn by 20% by deploying targeted feature utilization campaigns.
- Conducted multilingual (EN/FR) training workshops for over 100 international client users.
- Oversaw client accounts contributing 15% to annual recurring revenue via upsell/cross-sell strategies.
- Designed customer success dashboards improving executive visibility into client adoption trends.
Languages Tools
English (Fluent)
French (Basic)
Software
Microsoft Word, Excel, PowerPoint, Teams and Outlook
Google Workspace tools
Asana, Trello
Power BI
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- I am currently affiliated with the Customer SuccessU community, Scrum Alliance as a Certified ScrumMaster (CSM), and I actively engage in professional development through platforms like LinkedIn Learning, Coursera, and HubSpot Academy. These affiliations reflect my commitment to continuous learning in customer service excellence, CRM systems, Agile methodologies, and CX optimization.
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionTeam Building / Company RetreatsStock Options / Equity / Profit Sharing4-day work weekPaid time offPersonal development programsPaid sick leave401k matchQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
English
Bilingual or Proficient (C2)
Interests
Travelling,
Learning new knowledge
Reading
Timeline
Certified Customer Success Manager | CustomerSucessU
05-2025
CRM Fundamentals | CustomerSucessU
10-2024
Data Analysis Fundamental | Coursera
08-2023
Customer Success & Analytics Lead
Medbury Medical Services
07.2023 - Current
Diploma in Customer Service | Alison
12-2022
Certified Scrum Master (CSM) | Scrum Alliance
06-2022
Client Data & Operations Manager
Medbury Medical Services
07.2020 - 07.2023
Client Relationship Executive
Medbury Medical Services
10.2018 - 06.2020
Customer Support Specialist
Certification Edge
04.2017 - 09.2018
Customer Support Specialist
Starry Gold Academy
12.2015 - 03.2017
Bachelor of Science - Accounting
University of Lagos
04.2001 - 01.2016
Associate of Science - Banking And Finance
Moshood Abiola Polytechnic
04.2001 -
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