Maureen Ofiani

Customer Success Manager | SaaS & AI-Powered Platforms

LinkedIn | Email | Phone

[email protected]

(234) 901-333-0994

Lagos, NG

About

Highly accomplished Customer Success Manager with over 4 years of experience in SaaS and AI-powered platforms, specializing in maximizing product value and achieving measurable outcomes for enterprise clients. Proven ability to drive 25% faster adoption, reduce churn, and expand account revenue by 15% through strategic onboarding and proactive retention strategies. Expert in leveraging AI-driven insights to streamline workflows, reduce manual reporting by 40%, and enhance customer engagement in fast-paced, remote environments.

Work Experience

Enterprise Customer Success Lead

Freelance

Jan 2024 - Jul 2024

Led customer success initiatives for enterprise SaaS clients, driving significant improvements in product adoption and client retention.

  • Enabled 10+ enterprise SaaS clients as a product expert, accelerating product adoption by 25% and reducing churn within six months.
  • Executed executive business reviews and retention strategies, expanding account revenue by 15% and improving customer health scores.
  • Implemented AI-driven health tracking and workflow automation, reducing manual reporting by 40% and enhancing customer engagement insights.

Administrative Officer – Internal Collaboration & Workflow Design

Prolific Group

Jan 2024 - Jul 2024

Managed internal operations and documentation, leveraging AI-driven tools to enhance collaboration and customer responsiveness.

  • Improved internal workflows with AI-driven tools, reducing client response times by 30% and ensuring consistent customer updates.
  • Managed internal documentation and staff onboarding, aligning service delivery with customer needs and ensuring clear communication.
  • Oversaw daily customer operations, ensuring timely, high-quality interactions and proactive customer communication.

Cloud Solutions Consultant

Freelance

Jan 2023 - Jul 2024

Provided strategic consulting on SaaS and cloud platform adoption, optimizing operational efficiency for small businesses.

  • Advised small businesses on SaaS and cloud platform adoption, reducing operational costs by up to 25% and enhancing system reliability.
  • Built and automated CI/CD pipelines, enhancing deployment efficiency and product stability for customer platforms.
  • Translated complex technical requirements into actionable implementation plans, improving user confidence and platform utilization.

Customer Success Lead & Ops Builder

Hairs by Moe

Jan 2021 - Jul 2024

Managed a large customer portfolio and optimized operational workflows to enhance customer satisfaction and business growth.

  • Managed 200+ customer accounts, designing onboarding processes that boosted customer satisfaction to 95% and improved retention by 20%.
  • Integrated customer feedback into service and marketing workflows, increasing repeat business by 15% and aligning internal teams to customer outcomes.
  • Streamlined support workflows, reducing resolution times by 30% while maintaining a high first-contact resolution rate.

Education

Science

National Open University Nigeria

Sep 2016 - Sep 2020

Certificates

AWS Solutions Architect - Associate

Amazon Web Services (AWS)

Mar 2024

AWS Cloud Computing Practitioner

Amazon Web Services (AWS)

Jul 2023

Languages

English

Skills

Customer Success & Retention

  • Customer Lifecycle Management
  • Retention Strategies
  • Customer Onboarding
  • Customer Enablement
  • Executive Business Reviews
  • Account Growth
  • Customer Health Tracking
  • Reporting
  • Relationship Building
  • Stakeholder Management

SaaS & AI Platforms

  • SaaS & AI-Powered Workflow Optimisation
  • SaaS & API Platform Support
  • AI-Driven Process Automation
  • Salesforce
  • HubSpot
  • Notion
  • Zendesk

Operations & Collaboration

  • Cross-Functional Collaboration
  • Communication
  • Process Improvement
  • Workflow Optimisation
  • Technical Troubleshooting
  • Documentation