Anumba Chiamaka Maryann

Most Customer Success Managers escalate technical issues. I solve them directly. That single difference is why B2B SaaS companies trust me to own their most complex accounts, protect net revenue retention, and drive product adoption without pulling in engineering. 5+ years in post-sales customer success with a DevOps background. I manage the full customer lifecycle from client onboarding through renewal management and expansion revenue growth. ◆ PROVEN CUSTOMER SUCCESS RESULTS ✓ 95% customer retention across 50+ B2B SaaS accounts ✓ 98% CSAT score maintained consistently ✓ Churn reduced from 18% to 7% within 6 months ✓ $800K+ in annual renewals and expansion revenue managed ✓ Client onboarding time cut from 90 to 45 days ✓ 50% fewer engineering escalations (I resolve them directly) ◆ HOW I HELP SAAS COMPANIES ✓ Post-Sales Account Management Own end-to-end customer relationships. Quarterly business reviews (QBRs), executive stakeholder management, renewal pipeline management, expansion opportunity identification, at-risk account recovery, and customer success planning. ✓ Technical Client Onboarding & Adoption Drive product adoption from day one. Custom implementation planning, API integration support, technical training, user adoption strategies, time-to-value acceleration, and success plan development. ✓ Customer Lifecycle Management Health scoring, voice of customer programs, NPS and CSAT tracking, churn prevention strategies, net revenue retention monitoring, customer advocacy development, and cross-functional alignment with product and engineering teams. ✓ Technical Support & Troubleshooting Tier 1-2 technical support, DevOps troubleshooting, bug triage, escalation management, customer documentation, and helpdesk optimization. ◆ TECHNICAL SKILLS & TOOLS ✓ Customer Success Platforms: Gainsight, ChurnZero, Totango, Planhat ✓ CRM & Helpdesk: Salesforce, HubSpot, Zendesk, Intercom, Freshdesk ✓ DevOps & Technical: AWS, Azure, Docker, Kubernetes, CI/CD pipelines, API integrations, Git, basic Python scripting ✓ Analytics & Collaboration: Mixpanel, Amplitude, Google Analytics, Slack, Jira, Asana, Confluence ◆ CLIENT RESULTS B2B SaaS Platform ($2M ARR) ↳ Reduced churn from 18% to 7% in 6 months. Managed renewal pipeline and grew expansion revenue by 25%. → VP of Customer Success Cloud Analytics Company ↳ Managed 40+ technical accounts ($1.2M ARR). Resolved complex API integrations during client onboarding without engineering involvement. 96% renewal rate. → Head of Sales ◆ WHAT CHANGES IN 90 DAYS → 25-35% improvement in customer retention → 40-50% faster client onboarding and time-to-value → 50% fewer engineering escalations → Renewal pipeline fully managed and forecast → 15-25% growth in expansion revenue I can start within 24-48 hours. Whether you need post-sales account management, a technical onboarding program built from scratch, renewal management, or at-risk account recovery, I'm ready. 📩 Message me with your customer count, current churn rate, and biggest challenge. I'll respond within 2 hours. Click the “Invite to Job” button or send me a quick message. Talk soon.

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