KEN AWOTWI JUNIOR
London
Summary
Proactive Customer Success Manager exceptional at building strong credible relationships. Thorough monitoring and measuring customer satisfaction and taking action to remedy any concerns. Demonstrable success in thinking strategically while providing consistent customer satisfaction and retention in fast-paced environments.
Overview
9
9
years of professional experience
Work history
Customer Success Manager
Salesloft
2025.12 - Current
- Improved customer service efficiency by identifying and implementing process improvements, contributing to a Gross Revenue Retention (GRR) rate of 94–95%.
- Enhanced client satisfaction by introducing changes based on customer feedback, helping maintain annual churn below 6%.
- Supported the launch of new products and services, strengthening brand reputation and driving feature adoption across client accounts, with 3–4 core features actively used per account.
- Coordinated support teams to improve customer satisfaction and service delivery, contributing to 75–85% monthly active usage among licensed users.
- Led customer success initiatives that increased client loyalty and engagement, supporting Net Revenue Retention (NRR) performance against a 110% target.
- Boosted client retention through proactive communication and relationship management, maintaining strong long-term account engagement.
- Collaborated with sales teams to align customer and business objectives, supporting account growth and retention strategies.
- Resolved escalated customer issues using strong problem-solving and communication skills, improving the overall client experience in collaboration with Technical Account Managers.
- Used CRM systems to streamline customer management, reporting, and customer engagement tracking processes.
- Ensured compliance with company policies and regulations during all client interactions to minimise operational risk.
- Delivered training sessions to improve team product knowledge and encourage greater product adoption among customers.
Strategic Success Specialist
Salesloft
London
2022.06 - 2025.12
- Improved operational efficiency by analysing customer workflows and implementing scalable enhancements, reducing resolution time by 15–20% and improving response consistency.
- Increased customer satisfaction and product adoption across strategic accounts, driving 10–15% uplift in engagement through proactive account management.
- Delivered cross-functional training and enablement across multiple regions, upskilling 20–50+ stakeholders and improving customer-facing consistency.
- Organised and ran onboarding and product demos for 15 to 30+ enterprise customers (overall), reducing time-to-value by 20% and improving early adoption.
- Supported strategic accounts with retention and renewals across a portfolio with 90–95% GRR and 100–105% NRR performance.
- Improved account health visibility to 85-90% coverage, enabling earlier identification of churn risk and expansion opportunities.
Sales Development Representative
Pento
London
2022.01 - 2022.05
- Sales Development Representative with a proven track record of identifying and nurturing high-potential leads to drive revenue growth
- Through strategic prospecting and effective communication, I significantly contributed to expanding the client base at Pento
- Notably, I achieved 20% increase in lead conversion rates by implementing targeted outreach campaigns
- Applied exceptional customer service skills across all sales channels to engage prospects
- Created role specific cadences to help target specific prospects by highlighting role pain points
- Left the company due to a new opportunity arising, however really enjoyed my time learning from the team & company
Specialist/Technical Specialist
Apple
London
2017.08 - 2021.12
- As an Apple Specialist, I distinguished myself by consistently delivering exceptional customer experiences, earning Highest NPS Promoter (100%) award within the team
- This achievement reflects my commitment to providing top-notch service and cultivating strong customer relationships
- In addition to a customer-centric focus, I proactively sought to enhance some technical skills training
- Undertook comprehensive training programs to deepen an understanding of Apple products, troubleshooting techniques, and emerging technologies
- This dedication not only contributed to personal and professional growth but also provided unparalleled technical support to customers
- A unique blend of outstanding customer service and technical proficiency, ready to contribute to challenging and dynamic roles within the technology sector
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems
Education
Bachelor of Arts (B.A.) - Graphic Design
Southampton Solent University
Southampton 2017.09 -
A Levels - ICT, Economics, Graphic Design, Product Design
Havering Sixth Form College
London 2013.07 -
Skills
- Product Demo
- Creative Problem Solving
- Conflict Resolution
- Customer Relations
- Onboarding Training
- Interpersonal Communication Skills
- Analytical Thinking
- Strong Communication Skills
- Interpersonal Communication
- Highly responsible and reliable
- Managing Strategic Accounts
- Multitasking
- Adaptability
- Team Collaboration
- Negotiation & Influence
- Empathy & Emotional Intelligence
- Familiarity with saas platforms
- Empathy in customer interactions
- Proactive anticipation
- CRM systems mastery
- Demonstrated patience
- Customer lifecycle understanding
- Contract negotiation
- Presentation creation
- Exceptional communication
Timeline
Customer Success Manager
Salesloft
2025.12 - Current
Strategic Success Specialist
Salesloft
2022.06 - 2025.12
Sales Development Representative
Pento
2022.01 - 2022.05
Bachelor of Arts (B.A.) - Graphic Design
Southampton Solent University
2017.09 -
Specialist/Technical Specialist
Apple
2017.08 - 2021.12
A Levels - ICT, Economics, Graphic Design, Product Design
Havering Sixth Form College
2013.07 -