Maureen Musyoka
Senior Customer Success Manager
Berlin
Summary
Strategic Customer Success Manager with 8+ years of experience driving adoption, retention, renewals, and account growth for enterprise SaaS and fintech customers. Proven trusted advisor to senior stakeholders, leading onboarding, success planning,
business reviews, and complex, regulated implementations. Experienced in cross-functional collaboration with Sales, Product, Support, and Services to deliver measurable customer outcomes, reduce churn, and expand strategic accounts.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Business Planning Manager
Integrated Payments Service LTD
Nairobi
10.2023 - Current
- Partnered with C-suite and key external stakeholders to translated corporate strategy into measurable OKRs and execution roadmaps, contributing to a 27% increase in transaction volume across core payment products.
- Led cross-functional planning and delivery across Product, Engineering, Compliance, and Operations, improving execution velocity by 30% through structured prioritization and governance.
- Developed executive business cases, operational dashboards, and performance reports to enable data-driven decision-making at C-suite and board level.
- Led executive-level business reviews and performance reporting to support enterprise architecture-aligned decision-making, governance, and strategic portfolio execution.
- Owned board governance operations, ensuring board meetings were scheduled and managed end-to-end, including agendas, communications, documentation, and logistics for board members.
- Partnered with Tier-1 banks, fintech partners, and regulators to support compliant product launches within a regulated financial services environment.
- Identified operational bottlenecks and implemented process improvements that strengthened customer experience and internal delivery capability.
- Conducted market and competitive analysis (SWOT, industry trends, customer behavior) to inform business planning and uncover new growth opportunities.
- Aligned departmental objectives with company strategy by facilitating cross-functional communication and tracking performance against targets.
Senior Customer Success Manager
Cellulant LTD
Nairobi
12.2022 - 01.2023
- Owned post-sales relationships for enterprise and strategic accounts, driving adoption, retention, renewals, and expansion through structured success planning.
- Designed and led onboarding and adoption programs, proactively identifying at-risk customers and reducing churn by 20%.
- Led executive business reviews to track value realization, surface risks, and identify upsell and expansion opportunities.
- Served as the primary point of contact for strategic customers, managing complex escalations and ensuring timely, high-quality resolution.
- Partnered cross-functionally with Sales, Product, Engineering, and Support to align product usage with customer operating models and strategic objectives.
- Onboarded and mentored new Customer Success Managers and Specialists, providing hands-on coaching to set them up for success and improve team performance.
Customer Success Manager
Cellulant LTD
Nairobi
08.2021 - 01.2022
- Managed a portfolio of 130+ enterprise and regional accounts, driving onboarding, adoption, renewals, and long-term value realization across SaaS and fintech platforms.
- Led structured onboarding and post-implementation programs that accelerated time-to-value and improved product adoption and retention.
- Built trusted relationships with technical and non-technical stakeholders by translating complex product capabilities into clear business outcomes.
- Conducted regular account and quarterly business reviews (QBRs) to track performance, surface risks, and identify growth opportunities.
- Analyzed usage data and customer feedback to identify trends, inform product improvements, and strengthen customer success strategies.
- Proactively identified at-risk accounts and executed mitigation plans, reducing churn and increasing customer lifetime value.
- Collaborated cross-functionally with Sales, Product, Engineering, and Support to resolve escalations and deliver consistent customer outcomes.
- Identified expansion and upsell opportunities through continuous engagement and needs analysis, contributing to recurring revenue growth.
Service Manager
Cellulant LTD
Nairobi
10.2017 - 07.2021
- Increased service efficiency by 15% by streamlining end-to-end delivery for top-tier banks, leveraging ITIL best practices to ensure SLA adherence, operational reliability, and consistent quality.
- Delivered performance reports, managed incidents and client communications, and guided service reviews and post-deployment enhancements across cross-functional teams.
- Led continuous service improvement initiatives cross-departmental through problem management, reducing incident resolution time by 20%.
- Automated reporting and dashboards, enabling real-time monitoring of service metrics.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
Service Desk Analyst
Sidian Bank
Nairobi
05.2016 - 09.2017
- Enhanced service continuity by 15%, resolving over 150 technical issues monthly in frontline IT support.
- Developed knowledge base articles and troubleshooting guides, reducing repetitive ticket volume by 20%.
- Acted as liaison between technical teams and business units to ensure clear communication of issues and resolutions.
- Monitored ticket trends and generated weekly performance reports for management review.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Engaged in user support interactions via telephone, chat and email platforms.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
Education
Bachelor's Degree - Computer Science
Jomo Kenyatta University of Agriculture And Technology
Nairobi, Kenya06.2013
Certified Chief of Staff Level 1 - Certified Chief of Staff Level 1
The Chief of Staff Association
London, UK01.2025
ITIL foundation certificate - IT service management
APMG International
APMG International12.2016
Skills
Customer Adoption & Lifecycle Management
Renewals Management
Retention & Expansion
Executive Stakeholder Management
Business Reviews (QBRs)
Success Planning
Escalation & Risk Management
Cross-Functional Collaboration & Delivery
Business Health Reporting
Product Ownership & Prioritization
Backlog Management & Roadmapping
Business & Product Performance Reviews (QBRs / Product Reviews);
Analytical & Presentation Skills
Business analysis
Data analytics
Accomplishments
- Accelerated Project Execution: Increased project execution speed by 30%, optimizing project management processes across cross-functional teams.
- Boosted Transaction Volume: Achieved a 27% rise in transaction volume through strengthened project management and engagement strategies.
- Lowered Customer Churn: Reduced customer churn by 20% by implementing continuous integration in success planning processes.
Timeline
Business Planning Manager
Integrated Payments Service LTD
10.2023 - Current
Senior Customer Success Manager
Cellulant LTD
12.2022 - 01.2023
Customer Success Manager
Cellulant LTD
08.2021 - 01.2022
Service Manager
Cellulant LTD
10.2017 - 07.2021
Service Desk Analyst
Sidian Bank
05.2016 - 09.2017
Bachelor's Degree - Computer Science
Jomo Kenyatta University of Agriculture And Technology
Certified Chief of Staff Level 1 - Certified Chief of Staff Level 1
The Chief of Staff Association
ITIL foundation certificate - IT service management
APMG International
Languages
English
Advanced (C1)
German
Beginner (A1)
Tools & Platforms
- Product & Delivery Management: Jira, ClickUp, Figma, Confluence.
- Service & Incident Management: Zendesk, Freshservice
- CRM & Revenue Platforms: Salesforce, HubSpot, Zoho CRM, Freshsales.
- Data & Reporting: SQL (Reporting), Advanced Excel, Microsoft Power BI, Tableau, PowerPoint (Executive & Product Reporting).
- Collaboration Tools (Slack, Google Workspace), MS office
Methodologies & Techniques
- Agile/Scrum Delivery
- Backlog Refinement & Sprint Planning
- OKR-Driven Product Execution
- ITIL Service & Problem Management
- Data-Driven Decision Making & KPI Tracking
- Voice of Customer (VoC) & Feedback Loops
- Continuous Improvement & Process Optimization
- Risk & Impact Assessment