Cynthia Lasoi
Customer Success Manager
Nairobi
Summary
Results-driven Customer Success Operations Manager with 3+ years of experience enhancing client onboarding, optimizing workflows, and managing enterprise accounts across SaaS, mentorship, and renewable energy sectors. Proficient in implementing digital platforms, streamlining documentation, and leading cross-functional teams in virtual environments. Recognized for driving user adoption, improving client satisfaction, and ensuring data accuracy through structured processes. Combines a foundation in international development with strong analytical and organizational skills to deliver high-impact results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Global Mobility Advisor
GlobalPassport.ai
01.2025 - Current
- Streamlined enterprise client onboarding across 36+ accounts, achieving 90% retention and full platform adoption within one quarter.
- Resolved 80% of customer queries on first contact through proactive CRM communication and workflow optimization.
- Conducted virtual onboarding webinars and produced 100+ pages of documentation that elevated satisfaction scores to 4.8/5.
- Strengthened client relationships by leading kickoff calls and ongoing success reviews tailored to account needs.
- Collaborated with cross-functional teams to improve product usability based on client feedback.
- Optimized account reporting systems and data entry accuracy within CRM, ensuring timely renewals.
- Delivered strategic insights that guided customer-centric feature development and increased engagement.
Customer Success & Engagement Associate (SaaS / Energy Tech)
Revive
03.2023 - 03.2025
- Enhanced enterprise onboarding processes, resolving 97% of client-reported issues within 24 hours and improving retention.
- Partnered with technical teams to revamp the knowledge base, reducing onboarding-related tickets by 35%.
- Coordinated 13+ enterprise account implementations, ensuring smooth transitions and full adoption.
- Prepared client reports highlighting performance insights for business growth planning.
- Created LinkedIn content and collaborated with support and sales teams to align onboarding initiatives.
- Conducted market research and fostered online community engagement to support client adoption and retention.
Customer Success & Community Engagement Coordinator
The Community Revolution CIC
03.2023 - 04.2024
- Managed digital content calendars, boosting engagement by 40% across social platforms.
- Organized 16+ community events, improving participant satisfaction and involvement.
- Analyzed engagement data to refine strategies, increasing retention by 27%.
- Ensured consistent cross-platform messaging to strengthen community connections.
- Supported the Director in program coordination, reporting, and strategic planning initiatives.
Customer Success & Social Media Manager
MentorMe Germany
11.2022 - 05.2023
- Boosted monthly active user engagement by 20% through structured mentorship onboarding initiatives.
- Built and managed a centralized knowledge base serving 54+ participants, reducing administrative workload by 40%.
- Executed digital content strategies that increased program visibility and participant interaction.
- Designed a 30-day client engagement framework that improved retention and mentorship outcomes.
- Tracked mentorship data to measure program impact and guide improvements.
SME Executive Assistant & Project Development Coordinator
Lady Askari
04.2020 - 12.2020
- Implemented a case management system for 24+ clients, cutting approval timelines and ensuring ISO 9001:2015 compliance.
- Created 100+ pages of onboarding documentation that reduced client issues by 20% within one month.
- Coordinated internal project schedules and external client communications to improve delivery timelines.
- Assisted management with performance monitoring and milestone reporting.
- Supported business development initiatives by identifying new client process opportunities.
Asset Verification Assistant
KPMG East Africa
01.2020 - 02.2020
- Audited telecom assets valued at $500M, ensuring accurate documentation and record-keeping.
- Identified operational inefficiencies and recommended actionable cost-saving strategies.
- Prepared detailed audit reports to support executive decision-making and strategic planning.
- Enhanced cross-departmental communication, improving collaboration and workflow efficiency.
Education
Bachelor of Arts - International Relations
United States International University
Nairobi, Kenya01.2018
Skills
- Customer Onboarding
- Client Retention
- Account Management
- CRM Software
- SaaS Platforms
- Customer Engagement
- Data Analysis
- Customer Support
- Workflow Automation
- Process Optimization
- Performance Reporting
- Knowledge Base
- Virtual Training
- Project Coordination
- Client Communication
- Relationship Management
- Remote Support
- Service Delivery
- Platform Adoption
Certification
- Certified Customer Success Manager (CCSM) Level 1, SuccessHACKER, 09/01/25
- Social Media Management, Meta, 06/01/24
- Social Media Marketing, Meta, 05/01/24
- Virtual Assistant Program, ALX Africa, 09/01/22
- Social Media Marketing, HubSpot Academy, 02/01/23
- Executive Course in Project Management Professional (PMP)
- IELTS (C1 Level)
Languages
English
Swahili
References
Available Upon Request.
Timeline
Global Mobility Advisor
GlobalPassport.ai
01.2025 - Current
Customer Success & Engagement Associate (SaaS / Energy Tech)
Revive
03.2023 - 03.2025
Customer Success & Community Engagement Coordinator
The Community Revolution CIC
03.2023 - 04.2024
Customer Success & Social Media Manager
MentorMe Germany
11.2022 - 05.2023
SME Executive Assistant & Project Development Coordinator
Lady Askari
04.2020 - 12.2020
Asset Verification Assistant
KPMG East Africa
01.2020 - 02.2020
Bachelor of Arts - International Relations
United States International University