Clinton

CLINTON TOBECHUKWU EKWUNIFE
Customer Success | Account Management | Client Retention
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Nigeria
PROFILE SUMMARY
Customer Success and Support professional with 5+ years of remote experience managing enterprise
customer relationships, driving client retention, resolving complex escalations, and delivering
exceptional customer experiences across SaaS, fintech, and OTA environments. Proven track record of
maintaining high renewal rates, improving customer satisfaction, supporting product adoption, and
collaborating cross-functionally with Sales and Product to strengthen long-term customer success.
EXPERIENCE
Customer Success Manager at Trivium, Canada (Remote) May 2024 – Jun 2026
▪ Managed a portfolio of 40+ enterprise clients, maintaining a 94% renewal rate through proactive
relationship management, customer health monitoring and early risk identification.
▪ Served as post-sale contact for assigned customers, driving onboarding, adoption, issue
resolution, and long-term account success.
▪ Partnered with Product and Sales to translate customer feedback into service improvements,
contributing to an 18% increase in customer satisfaction.
Customer Support & OTA Operations at Hospitable, USA (Remote) Nov 2022 – Apr 2024
▪ Handled 70+ customer interactions daily across phone and email, supporting guests and hosts
on Airbnb, Booking.com, and Vrbo while maintaining a 95%+ customer satisfaction score.
▪ Consistently ranked among the top 10% of support agents for first response time (FRT) and
resolution time (TTR) while maintaining a 95%+ customer satisfaction score.
▪ Resolved 100+ OTA escalations, including guest complaints, refunds and check-in issues,
maintaining service continuity during high-volume booking period.
Customer Support Representative at Invest Bamboo (Remote) Apr 2020 – Jan 2022
▪ Handled daily customer interactions in HubSpot and consistently maintained complete follow-up
records across all active accounts.
▪ Guided new users through onboarding and product education, helping increase platform
engagement by 28% within one year.
▪ Resolved 50+ customer enquiries weekly while maintaining a 95%+ customer satisfaction score.

SKILLS
OTA Operations: Airbnb · Booking.com · Vrbo · Calendar Management · Reservation Monitoring ·
Customer Success: Customer Lifecycle Management· Escalation Resolution · Client Retention ·
Customer Support Platforms: Intercom · Help Scout · Zendesk · HubSpot · Gainsight
Communication & Collaboration: Slack · Zoom · Microsoft Teams · Google Workspace · Loom
Analytics & Reporting: Power BI · Google Sheets · Looker Studio · Excel · Notion
Ticketing & Workflow: Asana · Trello · Calendly · Zapier
EDUCATION
B.L. (Barrister-at-Law) 2019
Nigerian Law School Nigeria
CERTIFICATIONS & AFFILIATIONS
HubSpot Service Hub Certified · Google Hustle Academy (2025)