Diviniah Mbaire

Head of Customer Success with over 10 years of experience across customer success, customer support, business development and operations in B2B environments. Experienced in managing strategic customer relationships across African markets, driving account growth, adoption and retention, and building practical systems that improve customer and team performance. Strong analytical and problem-solving skills, with a track record of using customer data and feedback to identify risks, improve processes and inform product and business decisions.

Experienced in leading cross-functional initiatives and developing scalable workflows that connect commercial objectives with strong customer outcomes.

Head of Customer Success at Mteja Technologies Kenya Limited (2020-10 – Present)

• Lead customer success operations across the customer lifecycle, working across customer support, business development and customer success processes to ensure a consistent journey from lead conversion and onboarding through product adoption, retention and account growth.
• Manage strategic B2B customer relationships across multiple African markets, including Kenya, Uganda, Tanzania, Rwanda, South Africa and Zambia, serving as a key relationship owner for strategic accounts while overseeing customer experience across the broader portfolio.
• Drive account growth through customer-led upselling and cross-selling, identifying underutilised products and features, demonstrating their business value, and supporting customers to increase platform usage, users, credits, messaging volumes, calling activity and other relevant areas of account utilisation.
• Own customer health and retention processes, monitoring customer engagement, usage and commercial indicators to identify churn risks and coordinating timely interventions with the team to improve customer outcomes and protect existing accounts.
• Designed and operationalised a customer at-risk framework in collaboration with the technical team, establishing tier-specific indicators based on product utilisation, screen time, logins and revenue utilisation to systematically identify customers at risk of churn and enable proactive intervention.
• Drive adoption of new products and features across the existing customer base, with a target of at least 60% adoption for new products and features, identifying relevant customer use cases and coordinating commercial and customer success conversations to support uptake.
• Translate customer insights into product and operational improvements through structured customer interviews, feedback analysis, usage data, UAT and customer feedback loops, contributing to an 8–12% improvement in customer satisfaction and 10–15% improvement in retention.
• Lead and coordinate a four-person customer-facing team through scalable processes, performance frameworks and workflows, ensuring consistent customer follow-up, risk management, adoption activities and cross-functional escalation.
• Collaborate with engineering, sales and support teams to translate customer needs into product requirements, improve workflows, resolve recurring issues and strengthen customer experience.

Data Entry Manager at Freelance - Various Clients (2018-08 – 2020-05)

• Managed and coached a team of 10 data entry agents, overseeing hiring, training, KPI setting and performance reviews, improving team efficiency and data accuracy by 20%.
• Processed and digitised 500+ records daily with 99% accuracy, including invoices, client information and financial statements, ensuring timely and reliable data deliverables across multiple client accounts.
• Improved client data organisation and filing processes by 80%, reducing data discrepancies by 15% and improving the efficiency and usability of client records.
• Established data quality, documentation and backup standards, ensuring 100% data preservation over a 12-month period.
• Partnered with clients and administrative teams to improve workflows, resolving data inconsistencies, locating missing information and streamlining repetitive processes to reduce turnaround times.
• Managed data queries and escalated critical data issues, ensuring accurate, complete and reliable client records.

Fundraising and Communication Officer (Seasonal Contract) at Little Rock Inclusive Early Childhood Development Centre (2016-09 – 2020-05)

• Developed and executed annual fundraising strategies in collaboration with the Director and Fundraising Committee, supporting sustained donor engagement and organisational funding goals.
• Built and maintained donor relationships, strengthening individual giving and securing recurring support for the organisation's programmes.
• Led local fundraising initiatives, raising $800–1,000 per event through targeted campaigns and fundraising activities.
• Operationalised online fundraising platforms, generating $10,000–15,000 to support organisational programmes and initiatives.
• Supported grant-writing and funding proposals, working with the Fundraising Committee to identify opportunities and develop compelling donor-facing materials.
• Developed and implemented communications strategies aligned with fundraising objectives, creating blogs, social media content, website updates and donor communications that increased online engagement by 10–20%.
• Created targeted fundraising and campaign materials for different audiences, including appeals, donor communications and content for the GlobalGiving initiative.

Business Unit Executive at The Grass Company (2015-07 – 2016-08)

• Expanded the market research client portfolio, prospecting and converting new clients through cold calling, networking and tailored solution pitches, increasing product uptake and client retention by 8–12%.
• Built and nurtured key client relationships, conducting consultations to understand research needs, handling objections and contributing to solution pricing and proposals tailored to client objectives.
• Led and supported research projects for key clients, delivering 95% of projects on time and to quality standards while contributing to new product development across consumer health and publishing.
• Developed client reports and presentations, translating research findings into clear outputs that strengthened transparency, stakeholder communication and client decision-making.
• Contributed to a research project for Zana Africa, supporting the development of a new sanitary pad and girls' health information magazine based on research insights.

Salesperson at Mr Donut LTD (2015-02 – 2015-06)

• Delivered customer-focused sales and service, welcoming customers, understanding their needs and ensuring a positive in-store experience.
• Managed point-of-sale transactions and daily sales reconciliation, maintaining accurate cash, product and sales records.
• Built positive customer relationships, supporting repeat business and customer loyalty.
• Coordinated customer delivery calls, ensuring orders were accurately communicated and delivered on time.
• Supported inventory operations, receiving new shipments, verifying stock and maintaining accurate product counts.

Bachelor of Arts in Communication: Public Relations – Daystar University (2010 – 2014)