Idema Faith Omeram

Customer Success is my lifestyle. If you're losing clients after a great sales call because onboarding drags, if support tickets get "closed" but the customer still isn't using the product, or if you don't know an account is at risk until they've already asked to cancel, that's the gap I close. I help B2B & B2C SaaS, EdTech, and product-led companies turn onboarding, retention, and renewal into measurable revenue growth. I started in sales working for an Igbo businessman with one unspoken rule: a customer never walks away without value. That rule followed me into support, community management, and now Customer Success where I've learned that "ticket closed" isn't the same as "customer succeeded." I pair that instinct with structure: health scoring, QBR/EBR cadence, escalation management, and renewal roadmaps, so the same risk signal never gets missed twice. Whether it's a 1:1 onboarding call, a live product training, or a group session, I'm comfortable leading it on camera and confident guiding clients through it. What I've delivered Across SaaS and EdTech ▪️ Onboarded 70+ accounts through 1:1 Zoom onboarding calls and product training sessions. ▪️ Increased retention by 30% and reduced churn by 25% ▪️ Drove 85% feature/platform adoption within 7 days of onboarding ▪️ Grew NPS from 30 to 80 by diagnosing and reversing a disengagement crisis ▪️ Built health-score frameworks (usage, engagement, sentiment, support activity) that flag at-risk accounts before renewal, not after ▪️ Ran Executive Business Reviews (EBR) and led escalation management for enterprise and top-tier accounts ▪️ Cross-functional coordination with product, engineering, and sales to close friction points and protect retention. EdTech-specific track record: ▪️ Owned the full lifecycle for a 1,000+ member EdTech community across 3 bootcamp cohorts, sustaining 80% member retention after 2 months ▪️ Built cohort-level success plans defining goals, milestones, and success metrics, driving an 85% cohort completion rate ▪️ Structured onboarding for 200+ program participants across 5 cohorts, improving retention by 20% ▪️ Resolved 90%+ of 50+ monthly participant inquiries on first contact, maintaining a 12–24 hour response time ▪️ Proactively re-engaged at-risk participants, recovering 90% of flagged dropouts before churn My Unique Solution: I don't wait for churn to show up in a report, I build the system that catches it before the customer even feels frustrated enough to say something. Health scoring, structured onboarding, and a genuine read on people are how I turn "customer went quiet" into "customer got what they came for. Core Strengths: Onboarding & Adoption | Video/Zoom Onboarding Calls | Product Training & Demos | Account & Relationship Management | Retention & Renewal | Churn Reduction | Escalation Management | Health Monitoring | Upsell & Expansion | Community Management & Moderation | Public Speaking & Live Event Hosting | CRM & Documentation Tools: HubSpot, GoHighLevel, Zoom, Loom, Slack, Calendly, Zapier, Trello, Google Workspace Open to Customer Success, Onboarding and Account Management roles in SaaS, EdTech, or any product-led business. Send me a personalized message about what you're dealing with a churn problem, an onboarding backlog, a client who's about to walk. I'd love to talk through the strategy that gets your retention, adoption, and revenue back on track.

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