Mark Otieno

Principal Customer Success Manager @WebEngage

Data Entry SpecialistData EntryComplaint Resolution SpecialistCustomer Retention SpecialistCustomer Care SpecialistLive ChatChat SupportClient Relations SpecialistCase ManagerCustomer Success ManagerHelp Desk SupportCustomer ServiceCRM managerTech SupportMarketing Analytics ManagerDigital Ads ManagerCommunications ManagerITMarketing

A Customer Success professional with a strong record of driving growth, retention, and product adoption. Experienced in increasing customer satisfaction by 20% through strategic, personalized engagement and targeted campaigns. Skilled at uncovering upsell opportunities that deliver 25% revenue growth per customer and maintaining strong partnerships with a 95% engagement rate. Improved product adoption by 15% through focused solutions and training programs that enhanced customer team proficiency by 25%. Known for effective cross-functional collaboration that raised overall product satisfaction by 30% and for leading retention initiatives that achieved a 20% improvement in customer loyalty. Strong advocate for showcasing customer impact, resulting in a 40% increase in meaningful case studies and consistent delivery of 15% additional business value through strategic account management.

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Work Background

Principal Customer Success Manager

WebEngagePrincipal Customer Success Manager

Senior Customer Success Manager

WebEngageSenior Customer Success Manager

Jan. 2024 - Oct. 2025Kenya

Customer Success and Sales

DoubleGDPCustomer Success and Sales

May. 2022 - Aug. 2022Nairobi County, Kenya

Customer Success Manager

Oyster®Customer Success Manager

Feb. 2022 - Jan. 2024Nairobi, Kenya

Customer Success Manager

AngazaCustomer Success Manager

Oct. 2018 - Jan. 2022Nairobi, Kenya

Technology Sales Specialist

OracleTechnology Sales Specialist

Oct. 2017 - Sep. 2018Nairobi, Kenya

Nairobi County, Kenya

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