Shuntelle Nkechi Adagbon
Customer Success Manager
Client Retention & Growth Specialist
Helping businesses retain customers, reduce churn, and grow revenue through strategic customer success.
Lagos, Nigeria — Open to Global Remote Roles
About Me
7+ Years of Customer-Centered Excellence
I'm a Customer Success professional with deep experience managing corporate clients and driving retention across service and travel industries. I specialize in building strong client relationships, improving engagement, and identifying growth opportunities within accounts.
My superpower? Reading early warning signs and stepping in before issues escalate protecting both relationships and revenue across the full customer lifecycle.
Core Skills & Expertise
Customer Success
  • Lifecycle management
  • Churn prevention
  • Upsell & cross-sell
  • Salesforce, HubSpot
Onboarding
  • Client activation
  • Time-to-value improvement
  • Documentation
  • Notion, Zoom, Google Docs
Communication
  • QBRs & stakeholder mgmt
  • Escalation handling
  • Proactive outreach
  • Slack, Teams, Outlook
Data & Insights
  • Engagement tracking
  • Churn risk identification
  • CRM dashboards
  • Excel, Google Sheets

SaaS-ready: Familiar with Intercom, Zendesk, and Gainsight. Experienced in remote client management, time zone coordination, and virtual communication tools.
Clients & Industries Served
High-value corporate accounts across travel coordination, heavy industry, and technology sectors.
IESL
Supported corporate travel coordination and client servicing — ensuring smooth booking processes and consistent communication to maintain long-term client satisfaction.
Lafarge Group
Managed travel requests and coordinated bookings efficiently, ensuring timely service delivery and nurturing a strong, trust-based client relationship across a large enterprise account.
Neroli Technology
Provided ongoing client support and structured follow-ups, ensuring service reliability and deepening engagement through consistent, proactive communication with a growing tech client.
Featured Projects
Where Strategy Meets Impact
Corporate Account Retention & Growth
Managed a portfolio of 20+ corporate clients with proactive engagement, identifying upsell opportunities and reducing churn risk through consistent follow-ups. Result: Improved client retention and increased repeat business across key accounts.
Client Onboarding Optimization
Structured the onboarding process for new corporate clients, guiding them through service offerings and reducing friction through clear documentation and communication. Result: Faster client activation and stronger early-stage engagement.
Client Recovery & Relationship Management
Identified disengaged clients, initiated re-engagement strategies, and addressed concerns to improve communication flow and relationship depth. Result: Recovered at-risk accounts and improved overall client satisfaction scores.
Case Study 01
Turning a Disengaged Client into a Retained Account
The Challenge
A corporate client showed reduced engagement — slower responses, fewer bookings — signaling quiet churn risk. No formal complaint had been raised, making it easy to overlook. The key was recognizing behavioral signals before they became a crisis.
My Approach
  • Proactively scheduled a check-in call before the client escalated
  • Identified friction points in response times and booking flow
  • Coordinated internally to improve turnaround and accountability
  • Maintained attentive, consistent communication throughout
✓ Client Retained
Prevented churn through early intervention
✓ Engagement Restored
Communication flow rebuilt and strengthened
✓ Trust Deepened
Long-term relationship secured and improved
"Early intervention and proactive communication are the most powerful tools for preventing churn and maintaining client trust."
Case Study 02
Expanding an Existing Account Through Proactive Engagement
The Opportunity
An existing corporate client was using services consistently — but only at a basic level. They were satisfied, not exploring additional value. The challenge: grow the account without disrupting the relationship.
My Approach
  • Analyzed booking patterns to identify service gaps
  • Initiated a value-focused conversation — not a sales pitch
  • Made personalized, business-aligned recommendations
  • Collaborated with internal teams for seamless delivery
📈 Higher Account Value
Expanded scope of services and increased repeat business
🤝 Stronger Trust
Relationship deepened through genuine, client-first dialogue
💡 Key Takeaway
Growth often comes from truly understanding existing clients — not just acquiring new ones
Why Work With Me
Retention-First Mindset
I treat churn prevention as a proactive discipline, not a reactive fix. I monitor signals and act early to protect relationships before they break.
Genuine Client Partnership
Clients don't feel managed — they feel supported. I build trust through consistency, transparency, and truly listening to what matters to them.
Remote-Ready & Globally Adaptable
Experienced with remote tools, cross-timezone coordination, and asynchronous workflows. I thrive in distributed, international team environments.
Revenue-Aware CS Leader
I connect customer success to business outcomes — identifying upsell opportunities and framing every conversation around mutual value and growth.
Let's Build Customer Relationships That Last
I'm open to remote Customer Success opportunities where I can help businesses retain clients, improve engagement, and grow revenue — from anywhere in the world.
📞 Phone
+234 815 100 6401
📍 Location
Lagos, Nigeria — Open to Global Remote Roles
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