Toks Olugbade
Toronto
Summary
Results-driven Senior Customer Success professional with over five years of experience fostering client relationships and driving growth in B2B SaaS and other industries. Skilled in leveraging data-driven insights to enhance customer engagement, boost retention, and identify upsell opportunities. Proficient in tools like Salesforce, HubSpot, Marketo, and Google Analytics, with a track record of guiding clients to achieve strategic objectives and maximize ROI. Passionate about delivering innovative solutions, optimizing customer success strategies, and acting as a trusted advisor to ensure long-term business success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Teleperformance SE Canada
Toronto
04.2023 - Current
- Served as the primary point of contact for 120 client accounts quarterly, building trust and fostering long-term relationships
- Generated $3 million in quarterly revenue through strategic account management and upselling initiatives
- Achieved a 120% performance win rate, surpassing targets and maintaining exceptional client satisfaction
- Conducted engaging onboarding and training sessions to ensure smooth product adoption
- Monitored client health metrics and implemented strategies to mitigate churn and enhance retention
Customer Success Lead
Caverton Group
02.2021 - 12.2022
- Partnered with clients to identify and achieve key milestones, improving overall satisfaction and usage rates
- Collaborated with cross-functional teams to enhance client experience and develop customized solutions
- Managed data analysis and reporting using Power BI to track engagement and identify upsell opportunities
- Designed and executed client success plans, resulting in a 25% increase in repeat business
Customer Experience Manager
Softcom Ltd
08.2018 - 12.2020
- Led customer onboarding and engagement strategies, ensuring seamless adoption of solutions
- Utilized Adobe Marketo to automate client communications, improving response times by 30%
- Developed KPIs to measure customer health and implemented proactive strategies to address risks
- Boosted customer retention rates by 20% through personalized engagement campaigns
Client Engagement Coordinator
NIIA
02.2017 - 07.2018
- Increased client retention by designing innovative engagement strategies
- Delivered training sessions to over 120 participants annually, enhancing product understanding
- Implemented tools like Trello and Staffbase to improve team collaboration and efficiency
Customer Service and Promotions Manager
Blue Square Marketing
02.2015 - 12.2015
- Enhanced client satisfaction by collaborating with customer service and product teams
- Developed and managed promotional campaigns, resulting in a 20% ROI increase
Education
Master of Science - International Relations
University of Surrey
Guildford, England10.2016
Bachelor of Science - Political Science
University of Surrey
Guildford, England08.2015
Skills
- Customer Success
- Client Relationship Management
- Onboarding Management
- Customer Retention Strategies
- Upselling
- Cross-selling
- Proficient in Technical Solutions
- HubSpot Experience
- Negotiation
- Salesforce Experience
- Marketo Proficiency
- Power BI Proficiency
- Expertise in Google Analytics
- Meltwater Utilization
- Adobe Analytics Proficiency
- Exceptional verbal and written communication skills
- Facilitating 1:1 Training
- Deadline-Oriented Planning
- Proficient in managing multiple client relationships
- Utilizing Tools for Client Engagement
- Customer relationship building
- Analyzing Growth Potential
- Collaborative Teamwork
- Account management
Certification
- DMA Certified Marketing Professional, Chartered Institute of Marketing.
- Google Data Analytics, Google.
- Fundamentals of Digital Marketing, Google.
- Certified Creative Strategy Professional, Meta.
- Operational Customer Experience Manager, Medallia.
- Email Marketing Certification, HubSpot.
- Product Manager Course, Udemy.
Accomplishments
- Team Player Award, Softcom.
- Customer Centric Award, Softcom.
- Leadership Team, Softcom.
- Brand Impact Award, Caverton.
Hobbies and Interests
- Jazz enthusiast.
- Exploring AI-driven solutions for customer engagement.
References
Available upon request.
Timeline
Customer Success Manager
Teleperformance SE Canada
04.2023 - Current
Customer Success Lead
Caverton Group
02.2021 - 12.2022
Customer Experience Manager
Softcom Ltd
08.2018 - 12.2020
Client Engagement Coordinator
NIIA
02.2017 - 07.2018
Customer Service and Promotions Manager
Blue Square Marketing
02.2015 - 12.2015
- DMA Certified Marketing Professional, Chartered Institute of Marketing.
- Google Data Analytics, Google.
- Fundamentals of Digital Marketing, Google.
- Certified Creative Strategy Professional, Meta.
- Operational Customer Experience Manager, Medallia.
- Email Marketing Certification, HubSpot.
- Product Manager Course, Udemy.
Master of Science - International Relations
University of Surrey
Bachelor of Science - Political Science
University of Surrey
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