Ada Ndubisi

About

Enterprise Customer Success Manager with 7+ years of SaaS experience, specializing in owning end-to-end renewal and expansion motions for complex enterprise accounts. Proven success building outcome-based success plans with executive stakeholders (CFO/CRO/CMO/CTO), translating platform capabilities into ROI narratives, driving ARR growth, reducing churn risk, and serving as Voice of the Customer to influence roadmap priorities and feature development.

Experience

• Enterprise Customer Success Manager · Search Atlas08-01-2024

  • Own end-to-end renewal motion across a portfolio of 45 enterprise accounts, using renewal conversations to surface expansion opportunities, uncover unmet needs, and deepen executive relationships that drive ARR growth. • Grew portfolio ARR by 40% since taking over the book, recovering and expanding accounts that previously had no dedicated CSM coverage. • Surfaced $200K in revenue leakage through a structured portfolio audit, identifying gaps in account coverage and untapped expansion opportunities across the book. • Build and execute outcome-based success plans with Business and Technical Decision Makers, aligning platform capabilities to customer business priorities and measurable outcomes. • Develop scalable CS playbooks and engagement frameworks adopted across the team to standardize success planning, renewal readiness, and expansion conversations. • Built an AI-powered CSM dashboard and automated workflows that reduced admin time and increased capacity for proactive account engagement and strategic renewal planning. • Serve as internal Voice of the Customer, synthesizing usage data and stakeholder feedback to influence product roadmap priorities and feature development.

• Enterprise Customer Success Manager · Allocadia (Uptempo)10-01-2022 – 08-01-2024

  • Owned renewal and expansion conversations across a portfolio of 60 enterprise and mid-market accounts, partnering with AMs on complex, multi-year, and multi-department renewals • Drove expansion through executive-level business reviews with CMOs, CFOs, and Revenue Operations leaders, building ROI roadmaps that connected platform data to financial outcomes their leadership cared about. • Reduced churn risk by 20% through proactive health monitoring, early risk identification, and targeted re-engagement strategies anchored in customer business priorities. • Led the design and launch of a Digital Customer Experience function, building scalable engagement processes and growth playbooks that improved adoption and renewal outcomes across a high-volume book of business. • Partnered with Solutions Engineers on complex financial integration projects including NetSuite, bridging technical and business requirements to accelerate platform adoption and time-to-value.

• Customer Success Manager · Hootsuite05-01-2021 – 08-01-2022

  • Owned the full customer lifecycle for 25 enterprise accounts representing $1.5M in ARR, securing $250K+ in retained revenue through proactive executive engagement and structured renewal planning. • Partnered with cross-functional teams to deliver scalable onboarding strategies and multi-location enablement programs for complex enterprise accounts. • Built structured success plans that tracked customer outcomes throughout the year, making renewals a natural conclusion rather than a late-stage negotiation. • Increased feature adoption by 15% through contextual training sessions and business reviews tailored to each customer's specific workflows and use cases.

• Customer Success Manager · Secure Sense Solutions08-01-2018 – 05-01-2021

  • Managed a portfolio of 30 enterprise customers across managed security services, owning renewal strategy and execution with CTOs, VP Engineering, and IT leaders across complex multi-site environments. • Increased renewal rates by 25% and improved NPS from 55 to 65 by identifying expansion and value realization opportunities during renewal cycles that strengthened customer confidence and long-term commitment. • Facilitated executive-level strategy sessions that translated complex technical capabilities into measurable business outcomes, creating the conditions for confident renewals and account growth.

Education

• University of WaterlooMaster of Business, Entrepreneurship & Technology (MBET), Master of Business, Entrepreneurship & Technology (MBET)
• Covenant UniversityBachelor of Science, Banking & Finance, Bachelor of Science, Banking & Finance

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