⚡ 6+ Years Experience ✦ 👥 800+ Employees Managed ✦ 🏪 12 Locations Onboarded ✦ 📈 95% Customer Satisfaction Rate ✦ 🔻 50% Churn Rate Reduction ✦ 🎯 100% Product Adoption Achieved ✦ 💬 NPS Recovered from +5 to +30 ✦ 📊 250+ Weekly Logins Restored ✦ 🧩 20+ Tools in Stack ✦ 📋 85% First-Contact Resolution ✦ 💰 40% Monthly-to-Annual Conversion ✦ 🚀 35% Support Ticket Reduction ✦ ⚡ 6+ Years Experience ✦ 👥 800+ Employees Managed ✦ 🏪 12 Locations Onboarded ✦ 📈 95% Customer Satisfaction Rate ✦ 🔻 50% Churn Rate Reduction ✦ 🎯 100% Product Adoption Achieved ✦ 💬 NPS Recovered from +5 to +30 ✦ 📊 250+ Weekly Logins Restored ✦ 🧩 20+ Tools in Stack ✦ 📋 85% First-Contact Resolution ✦ 💰 40% Monthly-to-Annual Conversion ✦ 🚀 35% Support Ticket Reduction ✦
Available for projects

Onu Umahi
Calista.

Customer Success & Retention Specialist · SaaS · Telecom · Finance

Results-driven Customer Success Manager with 6+ years of experience in customer retention, churn reduction, and revenue expansion across SaaS, telecommunications, and financial services. I convert at-risk accounts into loyal partners — and monthly subscribers into long-term revenue.

6+
Years Experience
50%
Churn Reduction Delivered
95%
Customer Satisfaction Rate
View Case Study Hire Me
Calista Onu Umahi - Customer Success Manager
✦ Available for Projects
By The Numbers

Results That Speak
for Themselves

6→12
Store locations brought to full adoption in a single 90-day engagement
+5→+30
NPS score recovered through transparent stakeholder re-engagement and trust rebuilding
20%
Reduction in client overstock losses — original business goal fully achieved post-recovery
95→250+
Weekly platform logins restored after structured re-onboarding and adoption campaign
Featured Case Study

DigitalWizard Retail Group
90-Day Rescue

A critically at-risk enterprise account with 6 months of engagement collapse — brought back from the edge of churn through proactive leadership, cross-functional execution, and outcome-driven communication.

Critical Account Renewal at Risk Successfully Recovered
DigitalWizard Retail Group
800 employees · 12 locations · Inventory Management Platform · 10-month tenure
The Situation
Only 6 of 12 stores were active on the platform — 50% adoption failure
Weekly logins crashed from 310 to 95 — a 70% engagement drop
NPS collapsed from +38 to +5 — severe trust breakdown
11 open support tickets, 7 about the same undelivered reporting feature
Champion unresponsive — Adamu Edet (Operations Director) ghosted two check-ins
Renewal due in 5 months with no current reason to renew
My Approach
Stakeholder mapping via Apollo.io — identified & reached Mercy Ovoke (new Operations Director)
Internal war room with Product, Support & Sales — escalated reporting feature, secured 120-day delivery commitment
Re-onboarding campaign for all 6 inactive stores — role-based training, live sessions, Loom walkthroughs
Health score monitoring via Mixpanel + HubSpot automation — weekly logins, NPS signals, ticket trends
Multi-threading relationships — built ties with store managers, finance, and IT to eliminate single-point-of-failure

Before vs After

90 days of structured execution delivered measurable transformation

Before — Month 10
Active Stores
6/12
Weekly Logins
95
NPS Score
+5
Health Score (HubSpot)
38.2
→
After — 90 Days
Active Stores
12/12
Weekly Logins
250+
NPS Score
+30
Health Score (HubSpot)
84
Tools In Action

Real Work. Real Results.

Every screenshot below is from the actual DigitalWizard engagement — showing the tools I deployed, the dashboards I built, and the workflows I automated.

HubSpot CRM — Account Health Dashboard
Contacts ▾ Companies ▾ Deals ▾ Service ▾
Adamu Edet — Account Health Score
Health Score
38.2 Out of 100 Critical At Risk Healthy
Product Usage25
Feature Adoption20
Engagement25
Support Tickets11 Open
Customer Feedback40
Renewal Status50
💡 Recommendation: Urgently follow up with Adamu Edet to address critical issues and prevent churn.
🔴 Initial Health Score: 38.2 / 100 — Critical
HubSpot health dashboard showing account in critical state. 11 open support tickets and plummeting engagement triggered immediate war room activation.
HubSpot CRM — Post-Recovery Health Dashboard
Contacts ▾ Companies ▾ Deals ▾ Service ▾
Mercy Ovoke — Account Health Score
Health Score
84 Out of 100 Critical At Risk Healthy
Product Usage25
Feature Adoption15
Engagement25
Support Tickets3 Open
Customer Feedback60 ↑
Onboarding Complete100
💡 Recommendation: Maintain regular contact with Mercy Ovoke to strengthen the relationship.
🟢 Post-Recovery Health Score: 84 / 100 — Healthy
After 90 days of structured recovery. Support tickets reduced from 11 to 3. Onboarding completion reached 100%. Account positioned for renewal and expansion.
HubSpot — Connected Apps (Mixpanel + Zapier)
My Apps
🔍 Search for an app App status ▾
App Status Installed Installed By
📧Gmail — Apr 6, 2026 CSMTAM ACCT GRO…
📊Mixpanel ● Connected Apr 6, 2026 CSMTAM ACCT GRO…
⚡Zapier ● Connected Apr 6, 2026 CSMTAM ACCT GRO…
Mixpanel Integration: Tracks product usage in real time · Flags declining engagement · Monitors support ticket spikes · Alerts on NPS decline
Mixpanel + Zapier → HubSpot Automation Stack
Integrated Mixpanel into HubSpot to enable real-time health monitoring. Zapier automations triggered alerts on login drops, NPS changes, and ticket spikes — enabling proactive intervention.
Google Meet — Re-Onboarding Session with DigitalWizard Team
Re-onboarding meeting screenshot
Live Re-Onboarding Session — 30+ Attendees
Facilitated a live Google Meet re-onboarding session with DigitalWizard store managers, including Ovoke Mercy (new Operations Director). This session was the turning point in adoption recovery — stores went from 6 to 10 active within weeks.
Slack — CSM/TAM Internal War Room Channel
Slack CSM/TAM managers channel
Slack — Internal War Room Coordination
Managed cross-functional alignment via a dedicated Slack channel for the CSM/TAM team. Real-time coordination between Product, Support, and Sales ensured rapid issue resolution and consistent client communication.
Apollo.io — Real Stakeholder Discovery Output
Apollo.io stakeholder discovery
Apollo.io — 113 Stakeholders Mapped at DigitalWizard
When champion Adamu went dark, I used Apollo.io to identify 113 contacts at DigitalWizard — including Ovoke Mercie (new Operations Director) and store managers across all 12 locations. This enabled immediate multi-threading.
HubSpot CRM — Companies Dashboard (Live Account)
HubSpot CRM Companies Dashboard
HubSpot CRM — DigitalWizard Listed as Active Company
Our live HubSpot CRM showing DigitalWizard Retail Group as a managed account alongside other portfolio clients. All account activities, health scores, and contact touchpoints tracked in real time from this dashboard.
Recovery Workflow — Slack → Zapier → HubSpot → Trello
Customer recovery workflow diagram
Full Tech Stack Workflow — Built for This Engagement
The end-to-end recovery automation I architected: Slack for internal comms → Zapier connecting tools → HubSpot CRM as the data hub → Trello for task follow-up. Mixpanel feeding usage data into HubSpot health scores in real time.
Execution Framework

The 90-Day Recovery Roadmap

A phased, milestone-driven approach that transformed crisis into confidence — and a critical account into a healthy, renewal-ready partnership.

D1
Phase 1 · Days 0–30
Stabilization & Trust Rebuild
Executive alignment call with new champion (Mercy Ovoke)
Internal war room: Product, Support, Sales
Audited & consolidated all 11 support tickets
Confirmed feature delivery timeline (120 days)
HubSpot + Mixpanel health monitoring live
Plan upgrade positioned as solution, not upsell
D31
Phase 2 · Days 31–60
Adoption Recovery & Value Delivery
Re-onboarding campaign for 6 inactive stores
Role-based training + live sessions + Loom walkthroughs
Monthly Value Report launched (outcome-focused)
Multi-threading: store managers, finance, IT
Reporting workaround delivered + weekly roadmap updates
Active stores: 6 → 10
D61
Phase 3 · Days 61–90
Optimization, Expansion & Renewal
12/12 stores fully active — 100% adoption achieved
Overstock reduction: 20% (original goal met)
Executive Business Review (EBR) delivered
Upsell conversation opened: Advanced plan positioned
Renewal conversation initiated 60 days early
NPS recovered from +5 to +30
Tech Stack

Tools I Use to Deliver Results

I don't just know these platforms — I've used them to build real workflows that rescued a critical enterprise account from the edge of churn.

🟠
HubSpot CRM
End-to-end customer data management, health score tracking, automated workflows, and renewal pipeline management.
Custom health score dashboards (38.2 → 84)
Automated task creation on NPS drop triggers
Email sequences for re-engagement campaigns
Activity tracking & contact management
📊
Mixpanel
Real-time product usage analytics integrated directly into HubSpot for proactive health monitoring and engagement alerts.
Tracked weekly logins per store (95 → 250+)
Session depth & key-action monitoring
NPS signal alerts automated via Zapier
Engagement trend visualisation
🔵
Slack
Internal war room coordination and cross-functional alignment across CSM, Product, Support, and Sales teams.
Dedicated war room channel per at-risk account
Real-time escalation of support ticket spikes
Daily stand-ups during recovery phase
📋
Trello
Project management board for the 90-day recovery plan — tasks tracked from In Progress through Blocked to Completed.
Full 90-day action plan visualised
Accountability across 5-person CSM team
Connected to HubSpot via Zapier
🎯
Apollo.io
AI-powered lead intelligence used to identify and reach new stakeholders when the original champion went silent.
113 DigitalWizard contacts mapped
Identified Mercy Ovoke as new champion
Multi-threading across 3 departments
⚡
Zapier
Automation layer connecting Slack → HubSpot → Trello, enabling intelligent workflow triggers on health signal changes.
NPS drop → auto-create HubSpot task
Ticket spike → Slack alert to CSM + Product
Login drop → re-engagement sequence trigger
Core Competencies

What I Bring to Every Account

6+ years of hands-on experience across SaaS, telecommunications, and financial services — backed by real tools, real results, and a relentless focus on customer value.

Customer Retention & Churn Reduction
96%
Risk identificationRecovery playbooksChurn intervention scripts50% churn reduction achieved
Product Adoption & Guided Onboarding
95%
30/60/90-day plansRe-onboarding frameworksLoom walkthroughsActivation milestones
Subscription Conversion & Revenue Expansion
90%
Monthly → Annual conversionUpsell positioning40% projected conversion rateCross-selling
CRM Management & Health Score Monitoring
93%
HubSpotSalesforceFreshdeskZendeskIntercomHealth score modeling
Stakeholder Management & Multi-Threading
92%
Executive alignmentChampion identificationApollo.io prospectingQBR/EBR delivery
Escalation Handling & Conflict Resolution
94%
War room facilitation85% first-contact resolutionCross-functional coordination
Workflow Automation & Tech Stack
88%
ZapierMixpanelTrelloAsanaMonday.comClickUpSlack
Customer Success Strategy & Playbooks
91%
Playbook developmentVoice of Customer (VoC)Journey mappingNPS analysis
Full Tool Stack
🟠 HubSpot ☁️ Salesforce 📊 Mixpanel 🎯 Apollo.io ⚡ Zapier 💬 Slack 📋 Trello 🎫 Zendesk 🛎 Freshdesk 💬 Intercom ✅ Asana 📌 ClickUp 📅 Monday.com 📝 Notion 🎥 Loom 📅 Calendly ✉️ Lemlist 🎨 Canva 🗂 Google Workspace 🗺 Miro ⏱ Clockify
Education
2024 – Present
Ph.D. Monetary Economics In View
University of Port Harcourt
2022 – 2023
M.Sc. Monetary Economics
Ignatius Ajuru University of Education
2011 – 2015
B.Sc. Economics
Ebonyi State University
Certifications & Experience
2025 · Certified
In-Demand IT Support & Customer Success Skills
Digital I.T Support Community
Jan 2025 – Apr 2026
Customer Success Manager
Digital I.T Support Community
Managed portfolio accounts · 50%+ churn reduction · Monthly-to-annual conversion · Health score monitoring · Onboarding & upselling
Aug 2016 – Dec 2022
Customer Support Specialist
Transsion Holdings (Tecno Mobile)
95%+ CSAT · 85% first-contact resolution · 20% repeat purchase increase · 60–80 daily interactions
Client Feedback

What Clients Say

Trust rebuilt. Value delivered. Partnerships renewed.

"After months of silence and frustration, Calista came in with transparency and a real plan. She acknowledged the gaps, fixed what was broken, and gave us a reason to believe in the platform again. The re-onboarding sessions were genuinely excellent."
MO
Mercy Ovoke Simeon
Operations Director · DigitalWizard Retail Group
"What impressed me most was how Calista connected the product to our actual business outcomes — not just features. Overstock down 20%, all 12 stores live, and we now have a proper reporting workflow. She turned around an account I thought we were going to lose."
NG
Ngozi Emmanuel
Partner · DigitalWizard Retail Group
🔥 Why Calista Beats Every Other CSM on This Platform

Most CSMs React.
I Prevent.

The difference between a CSM who keeps accounts and one who grows them is not effort — it's architecture. Here's why I'm not like the others.

The Average CSM
✗ Waits for the client to report a problem
✗ Manages one contact — loses the account when they leave
✗ Talks about features, not business outcomes
✗ Sends check-in emails with no clear purpose
✗ Scrambles when renewal conversations arrive
✗ Treats churn as a failure, not a fixable system
VS
✦ Calista Onu-Umahi
✓ Monitors health scores daily — flags risk before the client even feels it
✓ Multi-threads every account — Apollo.io, LinkedIn, store managers, finance, IT
✓ Speaks ROI, not features — every conversation ties to overstock, revenue, and efficiency
✓ Runs structured 30/60/90-day plans — every touchpoint has purpose, outcome, and measurement
✓ Starts renewal conversations 90 days early — renewals are won in month 3, not month 11
✓ Builds churn-prevention systems — playbooks, automation, and war rooms that scale
🧠
Triple Industry Intelligence
I've worked across SaaS, Telecommunications (Tecno Mobile/Transsion Holdings), and Financial Services. Most CSMs know one world. I know three — which means I understand your customer's business better than they expect me to.
⚙️
I Build, Not Just Manage
I don't just manage accounts — I architect systems. Full CS playbooks, onboarding frameworks, Zapier automations, HubSpot health score models, email sequences in Lemlist. I leave every team better than I found it.
🔥
I've Rescued the Unrescuable
Health score 38.2 → 84. NPS +5 → +30. Adoption 50% → 100%. Churn reduced by 50%. I don't just prevent churn — I reverse it, document how I did it, and make sure it never happens again.
The Bottom Line

"You don't just need someone to manage your customers.
You need someone who refuses to let them leave."

With 6+ years, a Ph.D. in Economics (in view), 20+ tools mastered, and a proven record of turning critical accounts into loyal partners — that's exactly what I am.

📊 Ph.D. in Economics (In View)
🌍 Available Globally · English Fluent
⚡ Fast Response · Results Guaranteed
Key Projects

Signature Work Beyond the Case Study

Real deliverables built from scratch — not just ideas, but shipped frameworks used by real teams and real customers.

🚀
SaaS Client Onboarding Program
Feb 2026 · HubSpot · Trello · Loom · Calendly · Canva
Designed an end-to-end guided onboarding program covering welcome email sequences, milestone check-ins, and a 30/60/90-day success plan — reducing time-to-value and minimising early churn risk.
✓ 35% reduction in support ticket volume via Loom self-serve walkthroughs
✓ Trello onboarding checklist covering all critical activation steps
✓ Automated Calendly check-in calls with pre-built agenda templates
✓ HubSpot health score tracking to flag low-activation signals early
📘
Customer Success Playbook & Comms Framework
Nov 2025 · Notion · HubSpot · Lemlist · Freshdesk · Slack
Developed a comprehensive CS Playbook covering escalation procedures, upsell triggers, renewal conversation guides, and churn intervention scripts — standardising team communication across the full customer lifecycle.
✓ 40% projected monthly-to-annual conversion via Lemlist email sequences
✓ QBR template built in Google Slides for executive alignment
✓ Full customer journey mapped in Notion — onboarding to renewal
✓ Voice of Customer (VoC) surveys feeding directly into retention strategy
Calista
Calista Onu Umahi
Customer Success Manager
About Me

I Turn At-Risk Accounts
Into Loyal Partners

My name is Onu Umahi Uchechukwu Calista — a Customer Success & Retention Specialist with 6+ years of experience turning struggling accounts into thriving, long-term partnerships.

My background spans SaaS, telecommunications (Transsion Holdings/Tecno Mobile), and financial services — giving me a rare ability to understand customer problems at both the technical and business level. I've managed 60–80 customer interactions daily, achieved 95%+ CSAT, driven 50%+ churn reduction, and converted monthly subscribers to annual plans at scale.

Whether it's standing up a war room to resolve a critical support crisis, re-onboarding six store locations simultaneously, designing a full CS playbook from scratch, or identifying a new executive champion through Apollo.io when a contact goes dark — I do what it takes to deliver measurable customer value and secure long-term partnerships.

SaaS
Industry Focus
Enterprise
Account Size
B2B
Market
Calista
Calista Onu Umahi
Customer Success Manager
📍
Location
Nigeria (Available Globally)
💼
Specialization
Retention, Churn Reduction & Onboarding
🌐
Languages
English (Fluent)
⏰
Availability
Open to Opportunities
What I Offer

Services & Engagement Models

Whether you need a full-time CSM, a fractional partner, or a specialist to run a specific recovery engagement — I bring the same level of execution excellence.

🚨
Account Rescue
Rapid-response engagement for at-risk accounts. I diagnose the root cause, align internal teams, rebuild trust with the client, and execute a structured recovery plan.
✓ Health audit & risk diagnosis
✓ Executive re-engagement strategy
✓ 30/60/90 day recovery roadmap
✓ War room facilitation
MOST POPULAR
📈
Ongoing CSM Partnership
Full-cycle customer success management — from onboarding through renewal and expansion. I become an extension of your team, owning the entire post-sales relationship.
✓ Onboarding & adoption programs
✓ Regular QBRs & EBRs
✓ Renewal & upsell management
✓ HubSpot + Mixpanel setup
🛠️
CSM Systems Setup
Build the infrastructure for a world-class CS function — health score models, automation workflows, playbooks, and reporting dashboards that make your team proactive by default.
✓ HubSpot CRM configuration
✓ Mixpanel + Zapier automation
✓ Custom health score models
✓ Churn playbook documentation
How I Work

My Customer Success Philosophy

Every engagement follows the same core principles that turned DigitalWizard from a 38.2 health score to an 84 — in 90 days.

1
Diagnose
Deep health audit. I map every risk signal — usage, NPS, tickets, stakeholder gaps — before touching a single thing.
2
Align
Internal teams synced. Executive sponsor engaged. Everyone moving toward the same outcome before the client hears a word.
3
Execute
Phased action plan with weekly milestones. Transparency at every step. Quick wins delivered early to rebuild momentum and trust.
4
Grow
Renewal secured early. Expansion opportunities identified. The relationship positioned for long-term growth, not just survival.
Work With Me

Let's Build Something
Worth Renewing

If you have an at-risk account, a team that needs CS structure, or an enterprise client relationship you want to take to the next level — let's talk.

📧
Preferred Contact
Message me via Upwork
⚡
Response Time
Within 24 Hours
Send Me a Message
I typically respond within 24 hours

Ready to Retain, Grow, and Delight?

Let's build customer relationships worth keeping.

Start the Conversation →