Imoudu Peace, Customer Success Manager
I help customers get to value fast and stay long enough to grow with a product. My background moves through customer support, virtual assistance and now customer success — onboarding, health scoring, HubSpot automation and retention. This portfolio walks through how I plan, build and communicate it.
- Onboarding
- Health Scoring
- HubSpot Automation
- Retention & Renewals
- Remote-ready
Case studies
Four proactive customer-success builds, spanning fintech, textiles, logistics and a bank board review. Company names and account data are simulated or drawn from academic case assessments except where a screenshot is marked as a live build.
Sunrise Digital MFB
The Board asked for a joined-up view of why only 12% of registrants (5,120 of 42,600) were still active after 30 days. I built a four-part review: an onboarding framework showing exactly where customers drop off, a Voice of the Customer process to catch feedback sitting unowned in four channels, a journey map for a single customer moving from hopeful to guarded, and a set of Board recommendations tying all three together.
Signal
18,500 lost at verification, then 10,530 more before first deposit — customers decide whether to trust Sunrise at exactly two moments.
Response
A revised six-step onboarding flow (checklist, progress bar, save-and-resume, instant confirmation) plus a six-step Voice of the Customer loop: capture, consolidate, analyse, prioritise, act, close the loop.
Recommendation
Fix onboarding continuity first, make transactions transparent and support reachable second, launch a central VoC programme in parallel since it is the cheapest fix and keeps the other two measured.
Okonkwo FinTech Solutions · BukkiBooks
BukkiBooks is the fictional product used in this case; the deck demonstrates the workflow against one account, Ihuoma Fashion House. Its reconciliation feature went unused for five weeks after a store-manager handover, and the case reports a year-end renewal and upgrade following training and a bulk-upload tool — with a separate Support fix and an unnamed decision-maker limiting a clean cause-and-effect claim. My group's contribution was the health-score model and the live HubSpot build shown below.
Signal
Feature-level tracking caught what a total-session count would have averaged away: reconciliation flat-lined while every other feature held steady.
Model
Weighted health score with Feature Abandonment and Silent Freeze alerts, plus a priority rank combining risk severity, customer value, renewal proximity and signal count.
Build
HubSpot segments, a live at-risk filter isolating 353 of 1,000 accounts, and a workflow that fires an internal Gmail alert when an account crosses the threshold.
Adeyemi Logistics Network
Case customer Folasade Organic Foods (Ibadan) was moving from reactive complaint-and-refund handling to proactive risk monitoring ahead of rainy-season delivery delays. I built a company-based HubSpot workflow — not tied to one account — using seven custom properties (late deliveries, spoiled deliveries, complaints, perishable-goods flag, seasonal risk, delivery-risk level, CSM action required), then imported 19 additional practice companies by CSV to test it at scale.
Trigger
Delivery Risk Level reaches High or Critical for any company in the portfolio.
Automation
Sends an internal CSM alert, creates a high-priority task due in one business day, and flags the record CSM Action Required.
Result
Folasade passed through the live workflow end to end: alert sent, task created, record updated — evidence captured in the two screenshots below.
Adaeze Textiles Limited
School-uniform clients were facing stock shortages as enrollment rose and factory lead times stretched to three to five weeks. The proactive response used enrollment trend data to recommend a 15% order increase ahead of the school term and set up an early-ordering system, alongside a reactive 48-hour replacement process for a separate sizing-issue complaint.
Challenge
Longer lead times meeting rising demand, with schools ordering too late for the factory to keep up.
Approach
Proactive outreach timed to enrollment data, an early-ordering system, and a fast reactive fix for the sizing complaint that came in separately.
Result
On-time delivery two weeks ahead of school resumption with zero stockouts for the account.
Onboarding framework
From the Sunrise Digital MFB board review — where new customers actually drop out, and the revised flow built to stop it.
Where 88% of registrants are lost
Read this as a funnel, not a single number: verification and the pre-funding step are where the largest single losses happen (18,500 and 10,530 customers respectively) — so that's where a fix has the most leverage.
The revised six-step flow
1–2. Register & Verify
A "what you'll need" checklist up front (BVN or NIN, phone, ID), a progress bar, and save-and-resume so a dropped session doesn't mean starting over.
3. Confirm
Instant "documents received, review takes X" by SMS and push — replacing silence with a receipt at every step.
4. Choose tier
Plain-language tier cards: who each tier is for, limits and fees, instead of a table only a specialist can parse.
5–6. Fund & Activate
A guided first deposit with clear funding options, then a welcome message within 24 hours and a human call-back if the customer stalls.
Two metrics track whether it's working: first-deposit conversion (baseline 47%, target 57% after one quarter) and verification completion (same baseline and target) — both proposed targets for the Board to confirm, not guaranteed outcomes.
Customer health score model
Built for the Okonkwo FinTech / BukkiBooks case: a weighted signal that separates "usage changed" from "usage changed and someone should look at it."
Below 50 · At Risk
A live HubSpot filter, not a manual tag — isolating 353 of 1,000 test accounts and re-scoring automatically as usage data changes.
50–79 · Needs Attention
Scheduled outreach rather than immediate escalation, so CSMs aren't flooded by every minor dip.
80–100 · Healthy
Stays on automated monitoring; this is where feature-abandonment and silent-freeze alerts do the watching.
Two alert types feeding the score
| Alert | Trigger | Applied to Ihuoma Fashion House |
|---|---|---|
| Feature Abandonment | A key feature unused for 14 consecutive days — auto-flagged and routed to the CSM | Reconciliation usage fell to zero from Week 5 |
| Silent Freeze | Weekly activity drops 30%+ against baseline — a check-in task is created automatically | Invoicing and Payments stayed healthy, so only Reconciliation pulled the score down |
Priority ranking
Rank = risk severity × customer value × renewal proximity × number of signals. A large decline plus support issues plus high account value ranks Very High; a small decline with a renewal ten months out ranks Low and can wait for scheduled outreach. The point of ranking is cost control: automated tiers absorb the long tail of accounts so high-touch attention stays affordable at scale.
Automation & proof of concept
Two live HubSpot builds — the segmentation and alerting behind the health score above, and a separate company-wide early-warning workflow for Adeyemi Logistics.
BukkiBooks: segments & alert routing
Demo built with simulated data in HubSpot and Gmail. BukkiBooks is a fictional product; the workflow, alert and record are real, tested end to end.
Folasade Organic Foods: company-wide early-warning workflow
Rather than building a workflow tied to one account, this one watches Delivery Risk Level across every company record — so any account that becomes High or Critical enters the same workflow automatically, with no new automation needed per customer.
Once the record crossed the High-risk trigger, the workflow sent the internal alert, created a high-priority task due in one business day, and marked the record CSM Action Required — all visible in the enrollment history and action logs.
Renewal & churn-prevention playbook
Renewals are won in the months before the contract ends, not in the final call. This is the timeline and signals I work from.
Renewal timeline
- 180 days: review value delivered against the health score
- 120 days: confirm goals for the next term
- 90 days: hold the business review, flag any risk openly
- 60 days: share the renewal proposal
- 30 days: resolve objections, confirm signature
Early warning signs
- Usage drops for two weeks or more against baseline
- The champion goes quiet or leaves
- Complaints or escalations increase
- Meetings get cancelled repeatedly
- Payments arrive late
Save plan for an at-risk account
- Call to understand the real cause, not just the symptom
- Bring in Support or Product only where the account actually needs it
- Agree a short recovery plan with dates
- Follow up weekly until the score moves
Expansion triggers
- Seats approaching the plan limit
- A team asking for a higher-tier feature
- A new department wanting to join
- Goals met ahead of schedule
Metrics I'd track: gross and net revenue retention, churn rate, and time-to-value — the same signals the priority-ranking model above is built to surface early.
Sample communications
Clear, specific, and never vague about next steps. Open each one to read the message.
Welcome and kickoff email
Goal: set expectations and book the kickoff. Tone: warm and organised.
Subject: Welcome aboard — let's get your first 30 days mapped out
Hi [Name], welcome! I'm Peace, your Customer Success contact. My job over the next few weeks is to get your team to first value as fast as possible. In our kickoff call, we'll confirm your goals, who needs to be involved, and what "done" looks like for your first month. Grab a time that works here: [link]. Looking forward to it.
30-day check-in
Goal: confirm early value, surface blockers before they become churn signals. Tone: supportive, specific.
Subject: One month in — how's it going?
Hi [Name], it's been a month since kickoff, and I can see your team has [specific milestone]. Is anything slowing you down on your end? Happy to run a quick refresher session for [team] this week if that would help — just say the word.
At-risk / churn outreach
Goal: reopen a quiet account before it becomes a lost one. Tone: curious, not pushy.
Subject: Checking in — noticed a shift in usage
Hi [Name], I noticed [specific feature] usage has dropped over the past couple of weeks and wanted to check we're still meeting your team's needs. Has anything changed on your end? I have a couple of ideas that might help — could we grab 15 minutes this week?
Renewal reminder with value recap
Goal: open the renewal conversation with proof, not just a date. Tone: confident, appreciative.
Subject: Your renewal is coming up — here's what this year looked like
Hi [Name], your renewal is approaching on [date]. Over the past term, your team [result 1] and [result 2]. For the next one, I'd like to focus on [goal]. I've put together a short recap and proposal here: [link] — could we talk through it this week?
About me
I'm a remote Customer Success and Virtual Assistant professional based in Benin City, Nigeria, moving from a year of customer support, virtual assistance, onboarding and retention work into customer success management. Diploma in Chemical Engineering Technology (Federal Polytechnic Auchi) and an IT Support Skills Certificate. Looking for remote customer success, onboarding, retention or sales roles — SaaS or fintech preferred.