Grace Boboye
United Kingdom
Summary
With 5 dynamic years as a Digital Customer Success Manager, I've forged a career marked by consistent excellence. With a blend of strategy and innovation, I've nurtured relationships with over 12,000 B2C and 200+ B2B clients, boasting an impressive 85% retention rate. My forte lies in exceptional customer retention, skillfully orchestrating upselling and cross-selling, all while championing customer advocacy. I am a spirited team player, and I thrive on collaborative growth opportunities, driven by curiosity and a fervent desire to make a meaningful impact within an evolving team.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
SENIOR CUSTOMER SUCCESS MANAGER - EMEA REGION
Blackthorn.io
2022.05 - Current
- Maintained and Strengthened relationships with 90 EMEA customer accounts, boasting an ARR of 2 million USD, resulting in heightened customer satisfaction and a remarkable 40% revenue growth.
- Secured an outstanding 90% customer retention rate and 80% revenue retention rate through innovative engagement strategies, fostering repeat business and sustained growth.
- Implemented a quarterly cadence for high-value customers, driving consistent renewals and reducing churn by an impressive 15% year-on-year.
- Achieved an exceptional 80% product adoption rate, capitalizing on expansion opportunities through strategic upselling and cross-selling initiatives.
- Crafted compelling presentation materials for Alignment, Annual Strategic Business Reviews, and Quarterly Business Review meetings, facilitating proactive engagements with clients and driving 30% expansion and upselling opportunities.
- Leveraged strong customer relationship skills to garner valuable references, contributing to the closure of higher-value deals by the sales team.
- Spearheaded the development and management of the internal Customer Success Google site (CS Hub Space), streamlining standard operating procedures and boosting team efficiency by 40%.
- Fostered collaboration across cross-functional departments, maintaining a regular cadence to identify and address areas for improvement, ensuring alignment with customer needs and organizational goals.
CUSTOMER SUCCESS MANAGER, TEAM LEADER
InEvent
2021.12 - 2022.05
- Coordinated all EMEA customer success team activities, including task assignments, setting objectives and ensuring active team collaboration
- Fostered strong and productive relationships with Enterprise clients, resulting in increased customer trust and loyalty
- Evaluated customer feedback and presented findings to stakeholders to improve retention strategy. This helped maintain 85% customer retention
- Recognised blockers and implemented solutions to minimise client and account impacts.
- Effectively upsold and cross-sold by delivering compelling monthly/periodic product updates, highlighting new features and functionality that added value for customers.
ENTERPRISE CUSTOMER SUCCESS MANAGER - EMEA
InEvent
2021.02 - 2021.12
- Created comprehensive and effective onboarding guides, resulting in a 30% reduction in onboarding time
- Collaborated with the enablement team to design and implement a broad customer training program, which resulted in a 40% increase in product adoption rates and a 20% increase in customer usage
- Collaborated closely with the internal team to identify gaps and ensure the timely resolution of customer issues.
LEAD, CUSTOMER SUCCESS TEAM
Crowdyvest
2020.08 - 2021.02
- Successfully managed a group of 5 CS Professionals with a joint B2C base of over 12,000 customers and achieved a 15% increase in annual revenue
- Created a new team structure, customer metrics, and KPIs that resulted in a 20% increase in team productivity and a 40% improvement in customer satisfaction rate
- Established collaborative team culture, resulting in a 30% improvement in SLAs and a 25% increase in customer time-to-value
- Monitored all departmental activities and conducted daily and weekly team performance evaluations.
CLIENT SERVICE EXECUTIVE
Crowdyvest
2019.11 - 2020.08
- Introduced the team to Predictive Customer Health analysis that measured product engagement, helped improve retention, and reduced churn rate
- Started a new format for reporting that included monthly net and gross retention analysis with a more detailed work balance
- Consistently exceeded departmental KPIs by 30% every month through effective management of clients' accounts, resulting in a 20% increase in annual revenue.
CUSTOMER SERVICE OFFICER
Farmcrowdy
2019.01 - 2019.11
- Maintained high professionalism and created a friendly environment during client interactions, fostering positive customer relationships
- Suggested flexible solutions that helped resolve urgent customer issues
- Promptly responded to inquiries and requests from prospective customers.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Ensured timely monthly reporting and created exceptional email templates for my team, which improved brand perception.
Education
Bachelor of Science, Economics -
UNIVERSITY OF ILORIN
Nigeria 2013.09 - 2017.09
National Diploma in Accounting - undefined
FEDERAL POLYTECHNIC EDE, NIGERIA
Skills
- Customer Centric Mindset
- Customer and Revenue Retention Abilities
- Cross-selling and Upselling skills
- Exceptional Relationship Management skills
- Customer Playbook development
- Excellent Documentation skills
- Outstanding written and verbal communication skills
- Great Problem-Solving Ability and Team collaboration skills
- Salesforce, Hubspot and other CRM Knowledge
- CSAT, NPS and Survey Tools; Zonka Feedback Delighted by Qualtrics Statismeter
- Crossfunctional collaboration
- Customer Success Metrics and KPIs
- Great at Developing Business Review Decks
Certification
- Pulse by Gainsight. Customer success manager certification
- Advanced customer success manager Coursera
- Customer Relationship management Writing professional emails in English
Tech Stack
Salesforce
Freshdesk
Zendesk
Hubspot
Intercom
Excel
Jira
Click up
G-Suite
Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
SENIOR CUSTOMER SUCCESS MANAGER - EMEA REGION
Blackthorn.io
2022.05 - Current
CUSTOMER SUCCESS MANAGER, TEAM LEADER
InEvent
2021.12 - 2022.05
ENTERPRISE CUSTOMER SUCCESS MANAGER - EMEA
InEvent
2021.02 - 2021.12
LEAD, CUSTOMER SUCCESS TEAM
Crowdyvest
2020.08 - 2021.02
CLIENT SERVICE EXECUTIVE
Crowdyvest
2019.11 - 2020.08
CUSTOMER SERVICE OFFICER
Farmcrowdy
2019.01 - 2019.11
Bachelor of Science, Economics -
UNIVERSITY OF ILORIN
2013.09 - 2017.09
National Diploma in Accounting - undefined
FEDERAL POLYTECHNIC EDE, NIGERIA