Summary
Customer success manager with 5 years in B2B SaaS, managing portfolios of up to 60 accounts. I turn onboarding and regular check-ins into high retention and steady expansion.
Experience
Customer Success Manager—Rostr HR Software · Cape Town (remote, EMEA customers) · 2023 – Present
- Manage 55 mid-market accounts worth $2.1M in annual recurring revenue, with 96% gross revenue retention.
- Generated $280,000 in expansion revenue in 2025 by spotting upsell opportunities during quarterly business reviews.
- Built a health-score dashboard with the data team that flags at-risk accounts 60 days before renewal.
Onboarding Specialist—Stocklane · Cape Town · 2021 – 2023
- Onboarded 150 new customers, cutting average time to first value from 30 days to 12.
- Created video guides and a template library that reduced onboarding support tickets by 40%.
Education
B.Com. Business Management—University of Cape Town · 2020
Skills
Customer success: Onboarding, Renewals, Expansion, QBRs, Churn prevention, Health scoring
Tools: Gainsight, HubSpot, Salesforce, Intercom, Excel