Available · Q3 / Q4 2026

I Help Businesses
Retain Customers

Customer Success · Account Management · AI-Augmented Operations

Book Discovery Call Explore Case Studies
0+Accounts Managed
0% SLAClient Communications
0%Cold → Meeting
0+/dayTouchpoints Handled
Happiness Ogbodo, Customer Success Specialist
Happiness Ogbodo
Customer Success · Ops · AI
Scroll
Happiness Ogbodo portrait
Currently
Kaduna · Remote-Ready
About the long story, short

3+ years building customer retention, managing key accounts, and driving outbound revenue.

I don't just manage clients; I protect your revenue and turn buyers into brand advocates. With an active background spanning outbound sales and proactive account management, I understand how to bridge the gap between initial acquisition and long-term customer lifetime value.

From mapping out seamless onboarding playbooks to executing data-driven business reviews, my focus is entirely on retention, health scoring, and reducing churn before it even starts. Whether it's managing complex customer journeys or stepping onto a cold call to expand an account, I ensure every client stays because they cannot imagine operating without us.

Fluent in Gainsight, HubSpot, Salesforce, Apollo, and GoHighLevel. Ready to scale your support operations.

2020 → Present, condensed.

2020
Bedford
Front Desk · 50+ daily touchpoints
2023
SFS
30% cold → meeting conversion
2024
Meranin · Denis Province
500+ account database · EBR intelligence
2024
Summit Reception
Appointment setting · Lifecycle mgmt
2025
Afriment
100% SLA · CSM & outbound
Now
Open to CS / SDR partnerships
Remote · Kaduna, Nigeria

Self-directed and remote-ready — adapts quickly to new tools and consistently delivers measurable outcomes across customer portfolios.

Services

Twelve ways I quietly make companies harder to leave.

Hover any card to see the stack I bring on day one. No ramp-up tax.

01

Customer Success Management

Turn trial users into long-term revenue. Reduce churn before it costs you.

HubSpotSalesforceZendesk
02

Account Management

I don't manage accounts. I engineer retention strategies that keep clients attached long-term.

SalesforceGoHighLevelNotion
03

Client Onboarding & Retention

First impressions that convert into 12-month contracts.

NotionLoomHubSpot
04

Lead Generation

Qualified pipeline, not noise. Prospects that convert.

ApolloLemlistLinkedIn Sales Nav
05

Appointment Setting

Your calendar filled with decision-makers, not maybes.

CalendlyApolloLemlist
06

CRM Management

Clean data. Automated workflows. Zero leads falling through cracks.

HubSpotSalesforceGoHighLevel
07

Virtual Assistance

Executive-level support without the overhead.

Google WorkspaceNotionSlack
08

Email & Calendar Management

Inbox zero. Schedule optimized. Nothing slips.

GmailOutlookNotion
09

AI Automation Support

Manual processes automated. Hours reclaimed. Teams unblocked.

Make.comZapierChatGPT
010

Sales Support

I handle the backend of your sales pipeline so you can close.

ApolloHubSpotLemlist
011

Customer Retention Strategy

Proactive engagement plans that make cancellation feel like the wrong choice.

ZendeskFreshdeskHubSpot
012

Administrative Support

Operations that run quietly, efficiently, and on time.

AsanaTrelloGoogle Workspace
Case Studies

Receipts, not promises.

Five engagements across healthcare, logistics, RevOps, marketplace UX and banking, each with the metrics, narrative and lesson recruiters and hiring managers can audit.

Featured Project

Pulse CS — Customer Success Intelligence Platform

Designing and building an enterprise-grade CS operations dashboard to actively monitor $6.5M+ ARR, prioritize risk management, and track expansion pipelines.

Driven by a deep passion for scaling tech operations, I built Pulse CS, a high-fidelity operational hub that visualizes critical client signals across a 58-account portfolio. The platform tracks macro metrics like average portfolio health scoring, net promoter scores (NPS), and upcoming renewals within a 90-day window. Key product features engineered include an active Risk Center to automatically flag critical retention blockers, an Expansion Pipeline tracker for immediate upsell readiness, and an AI Account Briefing node that generates real-time executive summaries on account health.

Watch Platform WalkthroughExplore Live Platform
$6.5M+
ARR monitored
58
Accounts in portfolio
90d
Renewal window tracked
AI
Account briefings
Modules
Risk CenterExpansion PipelineHealth ScoringNPS TrackingAI Briefings
Healthcare SaaS · Adoption Recovery
41% → 79%
Platform adoption recovered across 12 healthcare centers in under 4 months
Meridian Care Network
Healthcare
Challenge

Six months to renewal, adoption was stalled at 41%. Several locations had never completed initial onboarding. Implementation fatigue and inconsistent training created operational gaps; training had focused on buttons, not clinical outcomes. Leadership openly questioned platform ROI.

Strategy

A four-phase recovery: CONTAIN RISK → RESTORE TRUST → PROVE VALUE → EXPAND. Executive stakeholder alignment, role-based onboarding recovery, monthly Executive Alignment Reviews (EARs), workflow optimisation, and a redesigned success-metric dashboard.

Execution

Ran executive stakeholder alignment workshops to reset the ROI narrative.

Results

41% → 79% Platform adoption · +93% Utilization vs. baseline (<4 mo) · +34% Patient follow-up · −21% Admin workload

Lesson

"By combining executive management with workflow-focused adoption work, a high-risk account became a retained customer with expansion potential."

Read full study
Logistics · Multi-Site ERP Adoption
14
Depots brought onto a single standardized operational workflow
NorthStar Freight Alliance
Logistics
Challenge

Three compounding problems: change resistance from prior ERP failures had created zero trust in new digital initiatives; 14 depots relied on isolated, fragmented reporting and tracking; and leadership had no real-time performance data to drive decision-making — a complete visibility blackout.

Strategy

Treat the rollout as an organisational adoption problem, not a software problem. Sequence the work around executive confidence first, standardisation second, and a single source-of-truth reporting cadence third.

Execution

Standardised workflows across all 14 depot locations.

Results

14 Depots aligned to one workflow · 100% Executive reporting compliance · Retained High-risk account secured · Identified Expansion opportunities mapped

Lesson

"NorthStar Freight Alliance needed more than software — they needed organisational adoption and executive confidence."

Read full study
RevOps · HubSpot CRM Recovery
41% → <5%
CRM data duplication eliminated; pipeline integrity restored across the HubSpot instance
VantagePro Solutions
RevOps / CRM
Challenge

An active subscriber base masked a critical disconnect: high functional logins versus zero reliable revenue data. 41% data duplication, 34 stale untracked projects, inconsistent localized behaviours, and a high contract risk state with a renewal looming.

Strategy

A 30/60/90 recovery blueprint. Day 30: baseline fix — basic tracking automated, redundancy <10%, core pipelines built. Day 60: traction — redundancy <5%, 70% of teams trained, dashboards live. Day 90: monetisation — full compliance, no stale pipelines over 45 days, contract renewal finalised.

Execution

Cleaned data: cut duplication from 41% → <5% and closed 34 stale untracked projects.

Results

Health 70 Operational health score · NPS 72 CSAT/NPS bounce-back · −70% Stale pipeline bottlenecks · 3× Open rates via segmentation

Lesson

"Software was never the bottleneck. Friction emerged from process mapping and data accountability — Customer Success unlocked the commercial value of the technology."

Read full study
B2B Marketplace · UX & Onboarding Transformation
↑ Activation
Persona-led onboarding designed to drop friction and lift trust before the first transaction
B2B Marketplace Platform
B2B Marketplace
Challenge

Hidden value: platform value not visible before registration. Trust silence: critical trust signals hidden behind barriers. Generic flows: one-size-fits-all onboarding serving no one. Complexity: jargon and complex terminology driving abandonment between registration and activation.

Strategy

Move from generic onboarding to persona-based journeys. Replace hidden trust mechanisms with a visible verification system. Replace complex forms with guided workflows. Replace 'no activation plan' with explicit success milestones for every persona.

Execution

Mapped end-to-end journeys for four personas: Startup Seller, Manufacturer, Export Agent, Distributor.

Results

↑ Activation · ↑ Trust · ↓ Drop-off · ↑ Retention

Lesson

"In a marketplace, trust isn't a UX nicety — it's the activation gate. Earn it before you ask for the transaction."

Read full study
Banking · Strategic Account Management
₦180M
Growth facility structured to defend a 5-year relationship and unlock export expansion
NorthBridge Capital × Blackwood Agricultural Exports
Banking / Account Management
Challenge

Operational payroll failures had eroded trust in a 5-year relationship. Competitors were circling with cheaper financing. The client needed expansion capital structured around export cash flows, not standard loan products. FX exposure threatened export receipts.

Strategy

Defend trust first. Secure expansion second. Deepen relationship third. Scale ecosystem fourth. A dual-sided operational review identified systemic alerting failures across People, Process, Technology, Monitoring and Governance.

Execution

Trust Restoration Program: CommandBridge Operations Hub, SentinelFlow automation, proactive compensation model, executive communication cadence.

Results

₦180M Growth facility structured · ₦390M Active credit exposure defended · 5+ yrs Relationship retained · ↑ Share of wallet expanded

Lesson

"We did not preserve an account. We engineered a long-term growth partnership."

Read full study
Experience

One career, built across success, sales and operations.

3+ years across Customer Success, Account Management, Lead Generation and Client Operations — a single, coherent track in B2B and B2C environments.

  1. Account Manager Intern
    Pearl Lemon·London
    May 2026 – June 2026
    B2B account coordination, client relationship support & CRM operations
    • Supported senior account managers in day-to-day client portfolio management, assisting with onboarding workflows, status reporting, and renewal preparation.
    • Maintained CRM data hygiene by updating client records, logging interactions, and tracking deal progression to ensure accurate pipeline visibility.
    • Coordinated cross-functional communications between clients and internal teams, scheduling follow-ups and reducing response turnaround time.
  2. Customer Success & Outbound Pipeline Specialist
    Afriment·Remote
    Mar 2025 – Jun 2025
    Post-sale portfolio management, outbound prospecting & CRM operations
    • Managed a portfolio of B2B customer accounts through the full post-sale lifecycle — sales handoff, onboarding activation, adoption milestones and ongoing retention — each running under a defined success plan.
    • Ran a concurrent outbound prospecting operation targeting B2B decision-makers, executing daily multi-channel outreach across email and messaging platforms to generate qualified pipeline.
    • Maintained 100% SLA-compliant follow-up cadences across all active prospects and customer accounts — no lead or account went cold due to missed touchpoints.
    • Designed and executed at-risk account playbooks, identifying churn signals through health score monitoring and proactive check-ins, intervening before issues escalated to cancellation risk.
    • Built and maintained a fully staged CRM pipeline with accurate health data, producing weekly portfolio reports covering engagement trends, stage progression, renewal timelines and retention KPIs.
  3. Appointment Setter & Customer Success Support Specialist
    Summit Reception·Remote
    Oct 2024 – Feb 2025
    Lead qualification, appointment booking, onboarding & account lifecycle management
    • Set qualified appointments by engaging inbound and outbound leads across email, phone and LinkedIn — guiding each prospect from first contact to a confirmed meeting with an Account Executive.
    • Managed new and existing accounts through a structured onboarding journey that accelerated time-to-value, improved early product adoption and directly reduced early-stage churn risk.
    • Qualified prospects against defined ICP criteria using a BANT framework, ensuring only well-matched opportunities reached AEs and that onboarded customers entered with accurate expectations.
    • Designed standardised communication workflows and follow-up sequences that improved outreach consistency, reduced customer wait times and raised experience quality across the team.
    • Monitored account health signals and flagged expansion opportunities proactively, supporting upsell conversations with contextual usage data and decision-maker mapping.
    • Maintained clean CRM records for every prospect and customer interaction, enabling seamless SDR-to-AE and sales-to-CSM handoffs with full context continuity.
  4. Prospect Research & Customer Intelligence Analyst
    Denis Province·Remote
    Jul 2024 – Sep 2024
    ICP research, contact discovery, renewal intelligence & EBR preparation
    • Produced structured account intelligence packages to support outbound prospecting campaigns, executive business reviews (EBRs) and renewal negotiations for senior CSM stakeholders.
    • Researched target accounts and key decision-makers to inform both outbound sales strategies and customer success portfolio planning — improving first-touch personalisation and renewal preparedness.
    • Maintained contact data accuracy and integrity across multiple CRM sources, ensuring reliability of outreach lists and customer intelligence used in retention and pipeline decisions.
  5. Lead & Customer Data Specialist
    Meranin·Remote
    Mar 2024 – Jun 2024
    Prospect list building, customer portfolio data, segmentation & health intelligence
    • Built and validated a database of 500+ qualified contacts and customer accounts, segmented by industry, role, geography and company size — enabling ICP-matched outreach and health-score-informed account tiering.
    • Reduced manual prospect research and data collection time by ~40% by implementing research automation tools, freeing capacity for proactive outreach execution and customer engagement.
    • Delivered targeted outreach lists and customer intelligence reports that improved campaign reply rates, meeting booking efficiency and the accuracy of the sales-to-CSM handoff process.
  6. Outbound Sales & Customer Onboarding Coordinator
    SFS·Remote
    Sep 2023 – Feb 2024
    Cold outreach, demo booking, lead qualification & lifecycle entry
    • Achieved a 30% cold outbound-to-booked-meeting conversion rate — significantly above industry benchmarks — through structured cadences, strong objection handling and consistent multi-channel follow-up.
    • Applied structured outbound sales frameworks and objection-handling playbooks to drive prospect-to-onboarding activation, increasing demo attendance as an early-stage retention metric.
    • Screened all prospects against ICP criteria before booking, ensuring demos were attended by decision-makers with genuine purchase authority and that onboarded customers were set up for long-term success.
    • Tracked prospect progression through the sales-to-success handoff using CRM pipeline disciplines, ensuring no account was lost between stages.
  7. Front Desk & Customer Engagement Officer
    Bedford·Kaduna, Nigeria · On-site
    Feb 2020 – Aug 2023
    High-volume client engagement, relationship management & complaint resolution
    • Managed 50+ customer-facing interactions daily across walk-ins, phone enquiries, appointment scheduling and complaint resolution — building the high-volume communication discipline foundational to both SDR and CSM work.
    • Developed strong stakeholder communication and escalation management capabilities under sustained operational pressure, directly transferable to outbound outreach and remote customer portfolio management.
    • Introduced process improvements that reduced service friction and raised measurable customer satisfaction scores — demonstrating a continuous improvement mindset.
Education
  • B.Sc. Management Science
    Nigerian Defence Academy (NDA)
  • OND & HND, Agricultural Engineering
    Federal Polytechnic Nekede, Owerri · 2014 – 2019
Verified Certifications
  • Virtual Assistant · ALX
  • Customer Success Specialist · CustomerSuccessU
  • Customer Success · Digital Witch
  • AI Automation & Workflow Engineering · Koka Academy
  • Sales Enablement · Sales Enablement Academy
  • Short-Term Rental Management
Professional Training (In Progress)
  • Gainsight University Certification · In Progress
  • HubSpot Certification · In Progress
  • Cloud Computing Foundations · In Progress
Toolbox

The stack I work in every day.

CRM, CS platforms, outbound, automation and ops — one consolidated stack, zero ramp-up.

GainsightHubSpotSalesforceApolloGoHighLevelLinkedIn Sales NavigatorLemlistClickUpNotionMonday.comTrelloSlackZoomGoogle MeetLoomGoogle WorkspaceChatGPTMake.comZapier
Achievements, Education & Credentials

Receipts that audit well.

2014 – 2019

OND & HND, Agricultural Engineering

Federal Polytechnic Nekede, Owerri

Foundation in systems thinking, process design and structured problem-solving.

Certified

Customer Relationship Management

Delix Business School

Formal CRM training: pipeline staging, data hygiene, lifecycle management.

Certified

Digital Marketing Strategy

Udemy

Channel strategy, segmentation and outreach fundamentals.

In Progress

CSM Mindset & Customer Centricity

Customer Success Training Programme

Deepening retention strategy, EBR design, health scoring and at-risk playbooks.

2024 – 2025

100% SLA Compliance

Afriment · Summit Reception

Maintained across all client communications via structured inbox and response protocols.

2024

500+ Accounts / Prospects Managed

Meranin · Multi-engagement

Built and validated portfolio databases segmented by industry, role, geography and company size.

2023 – 2024

30% Cold → Booked Meeting Conversion

SFS

Significantly above industry benchmarks via structured cadences and objection handling.

Word of Mouth

What partners say when the contract renews.

"Software was never the bottleneck. Our friction emerged from process mapping and data accountability. By rebuilding our operational workflows, Customer Success unlocked the commercial value of our technology."
VP of Sales Operational Strategy
Executive sponsor · VantagePro Solutions
VS
"We transformed a high-risk account into a retained customer with expansion potential by focusing on executive alignment and clinician workflows — not features."
Customer Success Lead
Adoption recovery sponsor · Meridian Care Network
MC
"NorthStar Freight Alliance needed more than software — they needed organisational adoption and executive confidence."
Engagement Note
Project Atlas · NorthStar Freight Alliance
NF
"We did not preserve an account. We engineered a long-term growth partnership."
Relationship Review
Strategic account · NorthBridge × Blackwood
N×

Pull-quotes drawn from engagement decks and post-engagement reviews. Currently accepting select partnerships for Q3/Q4 2026.

Beyond the Résumé

Hire the human, not the bullet points.

Gourmet Cooking

Food is my original project management skill. Every dish requires planning, precision, timing, and the ability to adjust when things don't go to plan.

Vocal Performance

Singing taught me breath, presence, and how to hold a room. Skills I use in every client call and every pitch.

Global Travel

Every new country recalibrates how I think. Travel made me adaptable, curious, and comfortable with the unfamiliar — which is exactly what remote work demands.

Continuous Learning

The moment I stop learning is the moment I stop being useful. I invest in new tools, frameworks, and ideas the way others invest in assets.

Contact

Let's Build Something Exceptional Together

Whether you're hiring, collaborating, or want to explore what's possible, I'd love to hear from you.

Prefer a quick chat? Reach me at nenyehappy045@gmail.com

LinkedIn
/in/happiness001
Download Résumé
Master CV · Google Docs