Maya Okafor

Customer success professional with 6+ years driving retention, adoption, and expansion across B2B SaaS portfolios. Owns books of business up to $4M ARR and consistently exceeds renewal and net-revenue-retention targets. Known for turning at-risk accounts into reference customers through proactive health monitoring and executive relationship building.

Senior Customer Success Specialist - Brightloom Software

(2022-03)

• Managed a portfolio of 45 mid-market accounts totaling $4M ARR, achieving 112% net revenue retention against a 105% target.
• Reduced gross churn from 14% to 7% in 18 months by launching a tiered health-scoring model that flagged at-risk accounts 60 days earlier.
• Drove $680K in expansion revenue by identifying upsell signals during quarterly business reviews and partnering with sales on 22 closed deals.
• Cut average onboarding time from 45 to 28 days by rebuilding the implementation playbook adopted across the 12-person CS team.

Customer Success Associate - Pacenote Analytics

(2019-06 - 2022-03)

• Owned 80+ SMB accounts ($1.2M ARR), maintaining a 94% logo retention rate over three years.
• Increased product adoption 35% across the book by running monthly enablement webinars averaging 60 live attendees.
• Resolved escalations as the tier-2 point of contact, sustaining a 4.8/5 CSAT score across 600+ interactions.

Customer Support Representative - Pacenote Analytics

(2018-01 - 2019-06)

• Handled 40+ daily support tickets with a 96% first-response SLA compliance rate.
• Authored 30 help-center articles that deflected an estimated 15% of inbound tickets.

B.A. - Communications - University of Texas at Austin (2017)