Helping SaaS teams onboard customers, drive adoption, and build stronger customer relationships.
Ebikere Sonia Ngwobia · Customer Success Manager | Customer Support & Operations
Customer Success professional with 2+ years of direct Customer Success and Customer Support experience, backed by 17+ years of People-facing relationship management, education, follow-up, and community engagement.
What I do
Customer Success, end to end
Customer Onboarding
Structured onboarding that helps customers reach first value faster.
Customer Adoption
Customer education and engagement strategies that encourage meaningful product usage.
Customer Retention
Customer health monitoring, proactive engagement, and retention support.
Customer Support
Customer communication, issue resolution, escalation management, and support operations.
CRM Operations
Customer lifecycle management, segmentation, reporting, and CRM administration.
Workflow Automation
Automation of repetitive customer and operational processes using tools such as Make, Zapier, HubSpot, and Pipedrive.
Featured work
Systems built for real customer outcomes
Onboarding · Zapier + Calendly
Customer Onboarding & Activation System
Challenge: New customers had no consistent path from signup to first value, and onboarding calls were booked and tracked manually.
Solution: Built an onboarding checklist and an automated Calendly + Zapier + Asana workflow that schedules the kickoff call, creates onboarding tasks, and tracks each customer's progress.
Outcome: Onboarding became repeatable and trackable instead of dependent on memory.
View Case StudyRetention · Health Framework
Customer Health & Retention Framework
Challenge: Risk signals were spread across support tickets, usage, and conversations with no single view of account health.
Solution: Built a customer health framework with scoring inputs, review cadence, renewal-preparation checklist, and an escalation path for at-risk accounts.
Outcome: Account risk surfaced earlier and outreach became proactive rather than reactive.
View Case StudyAutomation · Zendesk + Make
Zendesk + Make Customer Proof-of-Fix Automation
Challenge: Manual support follow-ups and repetitive ticket communication after resolution.
Solution: Automated Zendesk + Make proof-of-fix workflow that routes tickets, sends resolution updates, and closes the loop with the customer.
Outcome: Reduced repetitive support tasks and improved first-response and resolution times.
View Case StudyCRM · HubSpot
HubSpot Customer Lifecycle & CRM System
Challenge: Customer records, lifecycle stages, and service performance lived in scattered places, making reporting unreliable.
Solution: Configured HubSpot lifecycle stages, segmentation, properties, and a service performance dashboard, with automated workflow updates as customers move through the lifecycle.
Outcome: Reliable CS visibility for the team and leadership.
View Case StudyMy story
Relationship skills first, systems second
My Customer Success experience combines 2+ years of direct Customer Success and Customer Support experience with more than 17 years of People-facing relationship experience as a volunteer community educator.
Long before working with SaaS systems, I developed strong skills in communication, relationship building, follow-up, customer education, progress tracking, conflict resolution, and engagement.
Those experiences now complement my professional Customer Success and Support work, where I apply the same relationship-management principles alongside CRM systems, support platforms, onboarding processes, reporting, documentation, and workflow automation.
Tools
Customer Support
Zendesk · Freshdesk · Intercom
CRM
HubSpot · Pipedrive
Automation
Make · Zapier
Operations
Notion · Airtable · Monday.com · Trello
Communication
Slack · Calendly · Loom · Google Workspace
Analytics
Looker Studio · Google Analytics
Project Management
Jira
10+ credentials across Customer Success, Customer Support, Technical Support, Operations, Project Management, AI, and related tools.
View CredentialsTestimonial
"Sonia is a multi-talented professional who goes above and beyond to delight her customers. She is very skilled in de-escalating potentially explosive situations and remains exceptionally calm when dealing with irate customers. Her attitude has earned us loyalty from our customers. She also shows initiative in performing tasks she knows will benefit the business even without being told. She is honest and bold in pointing out wrongs and suggesting improvements. I'm definitely recommending her for any client-facing role."
Cynthia — CEO, Cipraluxe
View More TestimonialsLet's improve the customer experience.
I help SaaS teams improve onboarding, customer relationships, adoption, support operations, and customer lifecycle processes.