Lucy TarusGet in touch

Customer Success · CX Leadership · Nairobi, Kenya

Retention is a system,
not a rescue mission.

I build customer health frameworks, cohort analytics and lifecycle programmes that keep enterprise B2B portfolios above 90% net revenue retention — and turn client insight into measurable growth.

See my frameworkstarusclucy@gmail.com
Portrait of Lucy Tarus, Customer Success and CX leader based in Nairobi
90%+
Net revenue retention across a 50+ account enterprise portfolio
25%
Faster ticket resolution after new KPI & coaching frameworks
15%
Uplift in expansion revenue through QBR-led upsell motions
7+
Years leading B2B customer success and CX operations

About me

Seven years turning post-sale relationships into predictable revenue.

I'm a Customer Success and CX leader with over seven years of B2B experience in enterprise account management, net revenue retention and lifecycle optimisation across SaaS-aligned environments.

My work sits where data meets relationships: health scoring systems and cohort analytics to spot churn risk early, quarterly business reviews to prove value, and escalation design so nothing high-value slips. Alongside that I build teams — coaching distributed CX executives through clear KPI frameworks and asynchronous reviews.

I hold a B.A. in Communication (Public Relations) from Daystar University, with certifications in Customer Care & Complaint Handling and CRM from HP Life, and AI for Business Operations training. Fluent in English, native Swahili.

Jul 2022 — Present

Senior Customer Experience Executive

HSA Group Kenya

Owns a 50+ account B2B enterprise portfolio at 90%+ NRR, coaches a distributed team of 4 CX executives and runs the health-score and QBR programme.

Apr 2019 — Jun 2022

Customer Experience Executive

HSA Group Kenya

Led relationship management across FMCG and manufacturing accounts, delivering a 15% uplift in expansion revenue and proactive churn mitigation.

Jan 2017 — Mar 2019

Public Relations & Marketing Executive

HSA Group Kenya

Maintained a 95% client satisfaction score, lifted employee engagement 40% and drove a 15% increase in sales through integrated campaigns.

Customer satisfaction frameworks

Five repeatable systems I use to protect and grow accounts.

01

Customer Health Scoring

Standardised health score models built inside Salesforce, SAP CRM and Zendesk so account risk is visible long before a renewal conversation.

  • Weighted signals: product adoption, SLA breaches, sentiment, contract runway
  • Red / amber / green account triage reviewed weekly with the CX team
  • Owner and next action assigned to every amber and red account
02

Cohort & Churn Analytics

Monthly cohort analyses that translate platform usage data into churn-risk assessments and executive-ready growth initiatives.

  • At-risk cohorts identified pre-churn, preventing up to 90% of potential losses
  • Usage and renewal-cycle audits sustaining 100% SLA compliance
  • Executive reporting that ties CX signals to revenue outcomes
03

Onboarding & Time-to-Value

Restructured post-sale onboarding pathways that compress initial time-to-value and lift early-stage satisfaction scores.

  • Milestone-based digital onboarding plans per account segment
  • Adoption checkpoints at day 7, 30 and 90
  • Standardised communication templates and service request tracking
04

QBRs & Escalation Design

Quarterly Business Reviews paired with restructured SLA escalation protocols that protect portfolio revenue on high-risk accounts.

  • Value realisation narrative: outcomes delivered vs. commitments made
  • Structured resolution pathways with defined severity tiers
  • Expansion opportunities surfaced and handed to sales with context
05

Voice of Customer Loops

Feedback engineering that aggregates qualitative insight and converts it into prioritised product enhancement requests.

  • Recurring themes clustered and weighted by account value
  • Direct feedback channel into technical product teams
  • 95% client satisfaction maintained through transparent complaint handling

Skills

What I bring to a customer success org.

Retention & Revenue

  • Net revenue retention
  • Churn analysis
  • Expansion revenue
  • Contract renewals
  • Portfolio management
  • Value realisation

Analytics & Reporting

  • Health scoring
  • Cohort analysis
  • Customer analytics
  • KPI tracking
  • Executive reporting
  • Performance tracking

Operations & Leadership

  • Team coaching
  • SLA management
  • Escalation resolution
  • Process engineering
  • Workflow automation
  • Operational compliance

Tools & platforms

  • Salesforce
  • Gainsight
  • ChurnZero
  • Zendesk
  • HubSpot
  • SAP CRM
  • Notion
  • Asana
  • Microsoft 365
  • Google Workspace
  • Fathom AI

Contact

Let's talk about your retention numbers.

Open to Head of Customer Success and senior CX leadership roles — remote or Nairobi-based. Referees available on request.

Download my resume (PDF)