Mia (Onome) Onodarho
Customer Success Leader | B2B SaaS Expert
Edmonton, CA.About
Highly accomplished Customer Success Leader with over a decade of experience in B2B SaaS, expertly managing mid-market and enterprise clients across North America. Proven track record in driving significant customer retention, revenue growth, and product adoption through strategic partnerships and consultative solutions. Adept at optimizing the full customer lifecycle and championing the voice of the customer to deliver measurable business results through cross-functional collaboration.
Work
Remote, Alberta, Canada
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Summary
Manages a portfolio of 25 strategic mid-market and enterprise B2B clients across North America, representing $2M ARR, driving customer lifecycle management from onboarding through renewals.
Highlights
Achieved a 98% customer retention rate by proactively managing support tickets, resolving escalations, and ensuring high-quality customer experiences.
Drove $300K in Annual Recurring Revenue (ARR) growth in 2024 by cultivating multithreaded relationships with customer stakeholders and strategically positioning solutions.
Enhanced user adoption by 40% in 2024 through identifying customer pain points and translating insights into actionable product improvements and support strategies.
Led cross-functional initiatives to analyze and optimize customer performance metrics, significantly improving retention, satisfaction, and overall customer experience.
Mentored and coached a team of 7 Customer Success professionals, fostering a collaborative culture and driving customer-centric performance goals.
Remote, Alberta, Canada
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Summary
Managed a portfolio of 120 mid-market B2B accounts across North America, representing over $2M ARR, overseeing the full customer lifecycle from onboarding to upsells and renewals.
Highlights
Achieved a 95% contract renewal rate by developing and executing comprehensive customer retention strategies with cross-functional teams.
Expanded a multinational retail account by 400 drivers within one year, increasing its Annual Recurring Revenue (ARR) by 25% through proactive onboarding and technical support.
Delivered monthly business reviews, leveraging customer feedback to influence product roadmap decisions and drive continuous improvements.
Mentored and developed junior team members, fostering career growth and improving overall team performance.
Established a robust customer feedback loop to identify trends, address pain points, and continuously enhance the customer experience.
Edmonton, Alberta, Canada
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Summary
Provided technical support and training for a new banking platform rollout, ensuring seamless adoption and high customer satisfaction.
Highlights
Led technical support for a new banking platform rollout, identifying and troubleshooting issues, and advising developers on efficiency improvements to enhance customer outcomes.
Delivered comprehensive training to 50 team members on new software adoption and career development, improving user adoption and overall customer experience.
Managed customer support escalations, ensuring prompt and effective resolution of technical issues to maintain high customer satisfaction.
Nigeria, N/A, Nigeria
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Summary
Managed client relationships and drove revenue growth through retention, cross-selling, and upsell initiatives for a technology company in Nigeria.
Highlights
Managed key client relationships, driving high retention and satisfaction across existing accounts.
Led successful cross-selling and upselling initiatives, significantly expanding product adoption and driving revenue growth.
Oversaw all contract renewals, ensuring seamless continuation of services and client loyalty.
Nigeria, N/A, Nigeria
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Summary
Led a team of four in customer service, ensuring seamless banking experiences and high client satisfaction for a bank in Nigeria.
Highlights
Led and managed a team of four customer service professionals, optimizing processes for handling customer requests and resolving inquiries to ensure a seamless banking experience.
Consistently delivered exceptional service, resolving complex issues and inquiries to achieve high client satisfaction and retention.
Implemented best practices for customer interaction and service delivery, contributing to positive team performance and an enhanced client experience.
Skills
Customer Success & Account Management
Customer Success Management, B2B SaaS, Client Relationship Management, Account Management, Customer Retention, Revenue Growth, Product Adoption, Customer Lifecycle Management, Strategic Partnerships, Consultative Solutions, Business Reviews (QBRs, EBRs).
Technical & Product
Technical Support, Product Adoption, Product Enhancement, Product Roadmap, Scrum Product Ownership, Product Management.
Leadership & Collaboration
Team Leadership, Mentorship, Cross-functional Collaboration, Escalation Management, Customer Feedback Loop, Strategic Planning, Problem Solving.
Tools & Platforms
Salesforce, HubSpot, Gainsight, Asana, Jira.