Victor

VICTOR OMONONYE
PROFESSIONAL SUMMARY
Customer Success Manager with a proven record of driving client satisfaction, retention, and revenue growth across SaaS, fintech, and real estate sectors. Experienced in onboarding, relationship management, and leveraging CRM analytics for actionable insights. Skilled in managing multiple accounts, reducing churn, and enhancing customer health through proactive engagement in
fast-paced, remote environments.

PROFESSIONAL EXPERIENCE
Wing Assistant – Customer Success Manager — 2022 – Present | Remote
• Oversee the complete client success lifecycle for 30+ global accounts across SaaS, real estate, and eCommerce.
• Conduct onboarding, success planning, and health tracking to ensure retention and satisfaction.
• Collaborate cross-functionally to resolve issues, improve experience, and drive product adoption.
• Built success dashboards in HubSpot to track NPS, adoption, and health metrics.
• Increased client retention by 25% and achieved 18% account growth through strategic engagement.

Teamwhale- Chat & Client Support Specialist (FinTech) — 2020 – 2022 | Remote
• Handled multilingual chat support, resolving 150+ customer inquiries daily with 90%+ satisfaction.
• Provided VIP assistance for clients with accounts exceeding $50K.
• Created internal knowledge base materials, reducing issue resolution time by 30%.
• Maintained SLA compliance and exceeded performance KPIs for accuracy and communication.

Club Wealth (Real Estate Coaching) – Client Support Representative — 2018 – 2020 | Remote
• Supported 100+ real estate coaching clients through onboarding, training, and engagement.
• Used KEAP CRM and IFS to track satisfaction, automate outreach, and manage data.
• Improved client retention and renewals by 20% through proactive follow-ups and analysis.

EDUCATION
Olabisi Onabanjo University — Bachelor’s Degree in Sociology | 2015 – 2019

CERTIFICATIONS
• Certified Customer Service Representative (CCSR)
• HIPAA Professional (HIPAAP)
• ALX Certified Virtual Assistant

CORE SKILLS
Customer Retention & Growth • Client Onboarding • Account Management • CRM Optimization Customer Journey Mapping • Data-Driven Decision-Making • NPS & Health Score Tracking Cross-Functional Collaboration • Communication Strategy • Time & Project Management

TOOLS & TECHNOLOGIES
HubSpot • Airtable • Dialpad • Notion • JIRA • Confluence • HelpDesk • KEAP CRM Oki-Toki • Slack • Google Workspace • Microsoft Office Suite • LiveChat Platforms