Customer Success Manager · SaaS Onboarding · Retention · HubSpot

Joy Anene

Customer Success Manager | SaaS Onboarding, Retention & HubSpot

Turning customer signals into stronger relationships and proactive action.

I help businesses strengthen customer relationships, improve onboarding and adoption, identify customer risk early, and build the systems and workflows that support long-term customer success.

View Customer Success Projects Contact Me

Experience

4+ years

Joy Anene, Customer Success Manager — Customer Operations Experience
Retained 40 of 45 property owners (about 89%) over two years while managing guest relationships, escalations and service delivery across a 40+ property portfolio.

The framework

The Customer Success Lifecycle

Acquire

Identify and win the right customers for the product

Renew

Secure contract renewal and continued partnership

Advocate

Turn satisfied customers into promoters and references

Onboard

Guide setup, first steps and the path to initial value

Adopt

Deepen feature usage, engagement and habit

Expand

Identify upsell and expansion opportunities

Retain

Reduce churn risk and protect the relationship

Each stage is a deliberate touchpoint, from acquiring the right customer to renewing a valuable partnership.

About

Customer relationships, strengthened by Operations.

I combine Customer Success strategy with an Operations mindset, allowing me to manage the customer relationship while also building the systems, workflows and processes that support it.

My experience spans customer communication, account coordination, service delivery, CRM, automation and proactive risk management.

Customer: Understand needs, communicate clearly and follow through.
Operations: Coordinate people and processes around a consistent experience.
Technology: Use customer data, CRM and automation to make action proactive.

4+ Years: Customer-Facing Experience
89%: Property Owner Retention (40 of 45, two years)
40+: Properties Managed
103: Accounts in Health Score Dashboard (case study)

Featured project

Customer Success Health Dashboard

Built in HubSpot to analyse and segment 103 customer accounts by health status, surface risk signals and prioritise proactive CSM engagement.

HubSpot

Health scoreHealth statusRisk reasonCS priorityMonthly login changeAccount prioritisation

Privacy-safe HubSpot company view showing customer health score, status, risk reason and priority — Portfolio health view: score, status, risk reason and CS priority in one place

HubSpot workflow assigning customer segments, priorities and risk reasons — Automated segmentation: At-Risk, Needs Attention and Healthy accounts receive clear priorities

Privacy-safe Slack channel showing automated HubSpot Customer Success alerts — Team action: HubSpot sends proactive review alerts into the Customer Success Slack channel

Explore the project

01 / Experience

From operations to proactive Customer Success.

Three stages show how customer ownership, operational discipline and technical capability came together.

01August 2024 – Present
Operations foundation
Operations Manager & Customer Service (Remote) · Dolce Vita Stays, California, USA
Retained 40 of 45 property owners (about 89%) over two years by keeping guests happy, resolving problems quickly and communicating clearly with owners. Managed 40+ properties, most top-rated on Airbnb, handling guest communication across enquiries, bookings, arrival, in-stay support, post-stay follow-up and escalations. Success is measured by yearly owner retention, five-star guest ratings and how guest issues are resolved.
Owner retention · Escalation management · Service delivery
Customer communication and service operations
02February 2025 – February 2026
Customer ownership
Customer Support & Guest Manager (Remote, concurrent) · William Shea Consulting LLC, Tennessee, USA
Managed communication across multiple touchpoints, maintained organised records and followed outstanding service requests through to completion.
Customer context · issue ownership · clear follow-through
Account-level context
03February 2026 – Present
Customer Success systems
Customer Success Case Study Projects · BukkiBooks and Sunrise Digital MFB
Applied onboarding, retention, lifecycle and account-management frameworks, then built CRM health scoring, risk segmentation and workflow automation around customer health and usage signals.
Customer health · product adoption · CRM automation · retention
System architecture

Earlier experience

STR Operations Manager · Upwork (Freelance)

June 2022 – August 2024

Worked with 40+ clients globally, handling guest and owner communication and day-to-day short-term rental operations.

Project Coordinator (Onsite) · Nulex Construction

January 2022 – December 2023

Coordinated handymen, site workers and tradespeople, and tracked tasks, schedules and site records.

02 / Featured work

Customer Success projects, built around evidence.

Each case study shows the customer problem, my role, the system I built and why it matters to a Customer Success team.

Completed through the Customer Success & Account Management programme at Digital Witch Academic School.

Project 01 Case study

Customer Health Score Dashboard | HubSpot

Customer healthSegmentationRisk identificationCSM prioritisationRetention

HubSpot Customer Health Score Dashboard covering 103 customer accounts with health distribution, account scores and prioritisation — Visual evidence from the work

View full dashboard evidence

Challenge: Customer Success teams need one clear view of account health, engagement and emerging risk before issues become churn.
My Role: Designed and built the health-scoring, segmentation, reporting and prioritisation system in HubSpot.
Approach: Combined customer health signals into score bands, assigned Healthy, Average and At-Risk statuses, and connected each status to a risk reason and Customer Success priority.
Tools: HubSpot CRM · HubSpot Workflows · Slack
What I Built: A dashboard covering 103 customer accounts, with health score, health status, monthly login change, risk reason, account priority and automated team alerts. 7 Healthy (6.8%), 75 Average (72.82%) and 21 At-Risk (20.39%) accounts.
Key Insight / Outcome: The system makes account health actionable by showing which customers require attention, why they may be at risk and where proactive engagement should begin.

Project 02 Case study

Product Adoption & Customer Engagement Strategy

Product adoptionCustomer behaviourFrictionRisk identificationCSM intervention

HubSpot workflow segmenting customer accounts and assigning Customer Success priorities — Visual evidence from the work

Challenge: An account can appear stable while usage of an important feature quietly declines.
My Role: Mapped the adoption risk and designed the intervention logic for Customer Success.
Approach: Used feature-usage recency alongside overall account health so adoption friction could be identified without treating one signal as the whole customer relationship.
Tools: HubSpot CRM · HubSpot Workflows · Slack
What I Built: A Feature Abandonment Detection and Recovery workflow that assigns a risk reason, sets priority, creates a Customer Success task and prompts outreach.
Key Insight / Outcome: Recovery from one adoption risk triggers a fresh health review; it does not automatically mean the account is Healthy.

Project 03 Case study

Customer Onboarding & Lifecycle Workflow

OnboardingActivationAdoptionValue realisationRisk interventionRetention

Customer Success architecture connecting customer signals, health scoring, priorities and action — Visual evidence from the work

Challenge: Customer context and ownership can become fragmented as an account moves from onboarding through adoption and retention.
My Role: Translated the customer lifecycle into clear stages, signals, responsibilities and next actions.
Approach: Structured the journey from acquisition and onboarding through adoption, expansion, retention, renewal and advocacy.
Tools: HubSpot · Airtable · Google Workspace
What I Built: A lifecycle framework that connects customer goals, engagement signals, health checks and intervention points to a repeatable Customer Success process.
Key Insight / Outcome: A visible lifecycle helps teams maintain ownership and respond at the right moment instead of relying on disconnected follow-ups.

Project 04 Case study

Customer Success CRM & Automation

CRMCustomer dataFollow-upsHealth trackingAccount prioritisationAutomation

Privacy-safe Slack channel showing automated Customer Success alerts from HubSpot — Visual evidence from the work

Challenge: Customer signals create little value when records, follow-ups and team actions remain disconnected.
My Role: Configured the CRM structure and workflow logic that turns account data into defined Customer Success action.
Approach: Connected health status, risk reason and priority fields to segmentation, task creation and internal alerts.
Tools: HubSpot CRM · Zapier · Slack
What I Built: CRM properties, account views, automated segmentation, priority workflows, Customer Success tasks and Slack notifications.
Key Insight / Outcome: The build gives a Customer Success team consistent account context and a repeatable path from signal to follow-up.

Project 05 Case study

Sunrise Digital MFB (Sunrise Pocket) | Customer Experience & Onboarding Review

Customer experienceOnboardingVoice of CustomerJourney mappingHubSpotWorkflow automation

Sunrise Pocket executive summary slide showing three connected problems: onboarding loss, customer frustration and scattered feedback — Visual evidence from the work

Voice of Customer analysis gathering feedback from four channels

Redesigned customer journey map with stages and touchpoints

Moments of truth identified across the customer journey

Feedback-to-action framework turning customer signals into owned next steps

Connected customer experience vision linking onboarding, support and success

View full case study

Challenge: Onboarding loss, customer frustration and feedback scattered across four channels with no single owner.
My Role: I carried out an end-to-end Customer Experience review of the Sunrise Pocket digital banking journey, then presented and defended my findings.
Approach: Analysed the onboarding funnel, Voice of Customer signals and the full customer journey to locate friction and moments of truth.
Tools: HubSpot CRM · HubSpot Workflows · Tickets / Help Desk · Live Chat · Figma
What I Built: A journey redesign, a feedback-to-action framework, HubSpot customer tracking, support touchpoints and proactive onboarding automation.
Key Insight / Outcome: Only 12% of customers (approximately 42,600 app downloads) were active after 30 days. The largest loss by headcount was at BVN/NIN verification (11,350 customers); the highest-rate loss was between terms acceptance and first deposit (52.99%). My recommendations and a proposed 90-day pilot plan, including the measures I would track: first-deposit conversion, 30-day activation, resolution time and Customer Effort Score.

03 / Expertise

Customer Success capability across the lifecycle.

Practical strengths developed through customer-facing work, account coordination and Customer Success projects.

Customer Success ManagementAccount ManagementCustomer Relationship ManagementCustomer Lifecycle ManagementCustomer OnboardingCustomer HealthCustomer SegmentationProduct AdoptionCustomer EngagementChurn Risk IdentificationCustomer RetentionCustomer ExperienceVoice of CustomerEscalation ManagementCustomer Journey MappingCRM ManagementCustomer Success OperationsWorkflow AutomationProcess Improvement

04 / Technical capability

Where Customer Success meets technical problem solving.

I understand, investigate, solve and optimise where customer goals meet the systems and workflows that support them.

I approach Customer Success through practical capability rather than claiming software engineering expertise. I work where a customer’s business goal meets the technical system that must deliver it. My role is to understand, investigate and close the gap between them.

Understand

Understand the customer’s business goal and technical environment.

Investigate

Analyse the customer’s issue, data, workflow or system behaviour.

Solve

Configure, troubleshoot, automate or coordinate escalation.

Optimise

Measure the outcome and identify opportunities for improvement.

How a technical issue moves through the work

Customer problem
Investigation
Root cause
Solution
Validation
Outcome

Where I apply technical capability

CRMWorkflow AutomationCustomer HealthTechnical SupportIntegrationsDataDocumentationProcess Improvement

“I don’t just want to solve the customer’s immediate problem. I want to understand why it happened and whether the process can be improved so it happens less often.”

05 / My toolkit

My Customer Success Toolkit

Tools support the work. I organise them by what they help me accomplish for customers and teams.

CRM, Customer Success & Support

Customer records, health, support and proactive account management.

HubSpot
Customer health, CRM, segmentation, workflows and proactive risk management.
Zendesk
Customer support, ticket management and issue tracking.
Airtable
Structured customer data, shared tracking and operational visibility.
Slack
Automated Customer Success alerts and team follow-up.

Automation & Workflows

Connected systems and repeatable Customer Success processes.

Zapier
Connecting systems and automating repetitive workflows.
Figma
Mapping journeys, workflows and process diagrams.
Mixpanel (case study)
User behaviour and product usage signals.

Operations

Service delivery, team coordination and day-to-day execution.

Monday.com
Task tracking, scheduling and team coordination.
Google Workspace
Email, documents and shared customer context.
Microsoft Office
Reporting, analysis, presentations and documentation.

Industry Technology

Supporting technology from my customer-facing Operations background.

Guesty
Customer communication and portfolio operations.
Hospitable
Customer messaging and operational automation.
Hostaway
Account operations and channel coordination.
PriceLabs
Pricing and portfolio performance analysis.
AirDNA
Market and portfolio research.

06 / Let’s connect

Ready to strengthen your Customer Success function?

If you need support with customer onboarding, account management, customer health, product adoption, retention, CRM workflows or Customer Success Operations, let’s talk.

I bring together customer relationships, data and Operations to turn customer signals into action.

LinkedIn Let’s Discuss Your Customer Success Goals