ERASTUS MAINA

Customer Success & Support professional with 8+ years managing the full client lifecycle — onboarding, adoption, retention, escalation resolution, and renewal — across a portfolio of 100+ accounts, with zero client churn sustained for three consecutive years. As the founder of my own client operations function, I didn't inherit a playbook; I built one — designing the SOPs, FAQs, escalation paths, and service standards from scratch, then using them to keep response times and service quality consistent as the client base grew. I hold certifications from HubSpot (CRM, Service Hub, Inbound), Zendesk, and Salesforce Trailhead, along with Aspireship's Customer Success Foundations program — 15+ certifications and platform badges earned in the past year alongside live client work. I've also built AI-powered tools into my day-to-day workflow for response drafting and documentation, always reviewing outputs for accuracy and tone before anything reaches a client. I'm fluent in English and Swahili, based in Nairobi, Kenya, and fully set up for remote work with reliable internet, a dedicated home office, and years of experience collaborating across time zones. I'm looking for a remote Customer Success Manager or Customer Support role at a technology, SaaS, or mission-driven company — somewhere I can own client relationships end-to-end, use data to catch problems before they become churn, and help build or improve the systems that let a support function scale.