Ejieme Eromosele

Quiq

Leading growth through customer retention, expansion and advocacy.

VP, Customer Growth

🔹 Go-to-market (GTM) leader overseeing growth and expansion in EMEA
🔹 Marketing & Demand Gen, New Business Sales, Customer Success & Account Management, Channel & Partnerships

Accomplishments: 
✅ Double-digit revenue growth in challenging SaaS environments, across new markets, and while selling AI to enterprise buyers
✅ Player/Coach role where I personally secured major deals, including one with a large German utility company
✅ New partnerships that delivered a 7x ROI for the region
✅ 100% customer advocacy across our customers in EMEA

GM, EMEA

🔹 Customer Success and Account Management leader. Key metrics owned: GRR, NRR, NPS.
🔹 Founded Quiq Culture Committee and served as Executive Sponsor

Accomplishments: 
✅ Achieved positive NRR, reaching 107% in Q3 and 126% in Q4 during acquisition transition
✅ Successfully expanded the customer success program, introducing key processes to new Quiq customers
✅ Maintained an NPS score of 56 during a challenging acquisition and platform migration process

VP, Customer Success & Account Management

Success in Black

I founded and run this award-winning platform and community to advance diversity, equity and inclusion in customer success

Accomplishments: 
✅ Grew community to 5,000+ members across LinkedIn and Slack, building a strong network of talent.
✅ Designed and delivered webinars with an average attendance of 120+ participants per session.
✅ Secured $175k in funding and sponsorships from major enterprises such as Gainsight and ChurnZero.

Founder

Various

I'm a nonprofit board member, an Angel Investor and a startup advisor.

Board Member at The Conversational Design Institute Foundation
CDI Foundation is a non-profit organization dedicated to developing design standards for conversational AI Assistants that interface with people via chatbots, voice applications, and in the meta-verse.

Angel Investor & Startup Advisor
I invest in pre-seed and seed stage companies across DTC, consumer tech, social / creator economy and B2B SaaS. Recent investments include: 
👉 Talea Beer - https://www.taleabeer.com/
👉 Mayk.it - https://www.mayk.it/ 
👉 Grasshopper - https://www.grasshopperkids.com/
👉 Prepared - https://www.prepared911.com/

I advise early stage companies like Minerva (a platform for clickable instructions for anything on the internet) and InKindSpace (a platform bridging science and lifestyle for women with cancer) on customer success, customer-led growth, and CX.

Angel Investor, Startup Advisor, Non-profit Board Member

Snaps (acquired by Quiq)

Re-designed the Customer Success function and created Conversational Design and Account Management functions.

Snaps helps the world’s best brands grow awareness, increase sales and lower customer support costs through conversational AI. We build enterprise automated chat experiences across messaging channels. 

Accomplishments: 
✅ Closed Snaps’ largest contract ever at $600k with a 2-year renewal in Q4 2019.
✅ Achieved 105% net revenue retention, marking Snaps' first-ever positive NRR in Q4 2019.
✅ Drove a 90% customer renewal rate, delivering $1.8M in contract value and $150k MRR.
✅ Improved customer NPS from -25 to 50, significantly boosting customer confidence and satisfaction.
✅ Reduced time to launch by 29%, improving customer time-to-value and enhancing overall success metrics.

Vice President of Customer Success

The New York Times

Lauched first-ever customer experience capability and team to tie CX investments to subscriber growth and retention.

Key accomplishments include: 
✅ Established robust CX measurement & analytics framework and proved correlation between 1-point CSAT increase, 3% retention boost, an incremental $4.40 per/subscriber per/year.
✅ Introduced first Voice of the Customer (VOC) program with across priority moments on customer journey and implemented VOC communications strategy, including weekly insights shared to Senior Executive team.
✅ Launched CX Council of 12 Senior Executives across Newsroom, Marketing, Brand,
Product/Tech and Advertising to inspire, educate and track progress on large CX initiatives
✅ Led Black@NYT - Employee Resource Group (ERG)

Managing Director, Customer Experience

Rutgers Business School Executive Education

Recruited to develop and deliver coursework for Rutgers Executive Education - Mini-MBA™: Customer-Centric Management certificate program. Courses developed: Voice of the Customer - From Empathy to Action.

Adjunct Faculty

Promoted from Senior Associate within 2 years. Management consultant with a focus on driving customer experience strategy and execution (Telco, Media & Entertainment). Defined the scope and developed innovative approaches for major customer-focused projects for clients across industries. Led and supported new business development (up to $3M). Managed internal PwC and client teams to deliver against budgets and timelines. Hired, trained and coached junior team members.

Senior Associate to Manager

Accenture

Management consulting focused on contact center and service organization assessments. Applied qualitative and quantitative methods to analyze industry and client data to develop recommendations. Projects focused on omni-channel contact center process development, agent performance and training, outsourcing evaluations and CRM implementations.

Analyst to Consultant

Good Morning Africa

Led on the ground work for social enterprise providing consulting services to small and medium sized Ghanaian entrepreneurial ventures. Hired, trained and managed four Executive Consultants, and nine staff in total. (On sabbatical while at Accenture.)

Country Director - Ghana

GM of EMEA at Quiq | 2023 Top 100 Customer Success Strategist | Driving Revenue through Customer-Led Growth | Advancing DEI through Success in Black

🌟 I believe in the power of customer relationships to drive transformational growth. For businesses and people alike. For me, it's about creating value that lasts.

🚀 My work has always been rooted in customer strategy to drive business impact. I’ve led customer-focused teams at Accenture, PwC and The NYTimes, and advised and scaled startups. My expertise bridges Customer Success, customer-led growth, account management, and CX.

🎯 The result? Teams that exceed revenue goals. +120% NRR. Customers who become advocates. And a reputation for turning potential into results.

💡 My motivation comes from empowering underrepresented voices, championing innovation, and creating meaningful connections. Whether mentoring Black professionals in customer success through Success in Black or helping founders craft winning strategies, I’m inspired by what’s possible when we work with intention.

✨ Let’s connect if you’re looking to:
-> Align customer success with revenue growth
-> Build communities that drive impact
-> Strategize for scale

I’m opening up spots for our Early Readers & Launch Team for my upcoming book - The Customer Success Talent Playbook 🌱 

What does that mean?
You’ll get free early access to the book, be part of the small group shaping its impact, and help us share it with the world when the time comes. Think of it as being both an early reader and an advocate for the ideas inside.

Your encouragement and voice will mean so much as we take this next step. Thank you for being part of our journey 💛

👉 Sign up here to join: 🔗 in the comments

📸 Here’s a behind-the-scenes snapshot of our team bringing this vision to life.

Customer Success & Growth Executive | AI for CX Advisor | Top 25 Customer Success Influencer

Whether you’re hiring top talent or building your dream CS career, the way we recruit, retain, and grow teams needs a rethink.

That’s why we wrote The Customer Success Talent Playbook. And why we can’t wait to bring its insights to life at ChurnZero’s Zero In conference. You can catch me and my co-authors on stage at the closing keynote, this October in Chicago.

What you'll get...
Six leaders. One stage. The ultimate Customer Success talent blueprint.

In a rapid-fire series of talks, we’ll share practical strategies from our new book to help you design a CS org that scales with strength, including:
 🔹 Recruiting with purpose & creating exceptional candidate experiences
 🔹 Standardizing titles & compensation for fairness and scale
 🔹 Retaining top talent through career paths, culture fit, and inclusion
 🔹 Leveraging community, networking & continuous learning to grow your team

📅 Zero In 2025 – October 8–9 – Chicago
💡 Closing keynote on October 9

Proud to share the stage with my co-authors:
Swati Garg | Parul Bhandari | Elizabeth Blass 🌻 | Kristen Hayer | Julie Fox

If you’re passionate about building high-impact CS organizations (or your dream CS career), you won’t want to miss this.

I’ve got a special discount code you can use to purchase your ticket. DM me to get it!

It’s officially conference season! Will I see you at one of these stops?

Big Sky, Montana | Sept 9–11
Spending time with some Quiq customers and colleagues. I’ll be digging in with a few customers on how they're "Aligning People, Process, and AI for CX".

Sistas In Sales Summit, NYC | Sept 18–20
I'll be part of the Success in Black panel with Kelley Johnson, Roxcee Stacker, and Keishla C.. Our session on Sat Sept 20, Beyond the First Deal: Mastering the Art of Expansion, unpacks strategies for sustainable account growth without losing sight of customer success.

Pavilion GTM, DC | Sept 24–26
Attending as part of the inaugural Member Advisory Council and excited to help shape the future of this impactful community (thank you Kathleen Booth and Carly Pallis!). I’ll also be leading a roundtable discussion on "closing the CS + Marketing Growth Loop" - appreciate Anthony DeShazor for asking me to lead.

Customer Success Week, NYC | Sept 29–Oct 1
On Mon, Sept 29 I'll be joining the "AI in CS Roundtable: Rebuilding CS for the Age of AI Acceleration" alongside Ralphie (Ralphette) White, Mikayla LaRosa, and Matthew Jandorf. Proud this event is powered by 5 CS communities: CxXchange | Success in Black | Latinos in Success | CS in Focus | 🪷South Asian Success

ChurnZero’s ZERO-IN, Chicago | Oct 8–9
Closing keynote with my co-authors Swati Garg, Parul Bhandari, Elizabeth Blass 🌻, Kristen Hayer, and Julie Fox, diving into our new book The Customer Success Talent Playbook. (I’ve still got a discount code if you want to join in person!)

Customer Contact Week, Nashville | Oct 22–24
Honored to highlight the journey of one of our customers (North America's #1 aesthetics company - Ideal Image!) to scaling AI-powered customer service in a Think Tank session. And we’re hosting a Happy Hour too. DM me for details to see if you're a fit to join us 🍸.

It's a season of learning, sharing, and connecting. I can’t wait to see many of you along the way. Let me know if you'll be there or tag someone I should meet! I'll share details in the comments 👇🏾

What Taylor Swift's engagement taught me about marketing speed and cultural relevance...

Kidding

But I gotta give it to the Glowbar team! Crazy fast execution.

“95% of GenAI pilots are failing.”

That number from MIT’s State of AI in Business 2025 report is getting alot of attention. 

The issue is not with experimentation and innovation - failure will happen. What's concerning is how companies are failing. Too many pilots drag on without clear goals, they drain resources, and they never translate into real initiatives that deliver value. 

The research findings showed that the AI models weren't to blame - it’s the integration to critical systems and data, the workflows, the change management.

And one stat stood out: "Purchasing AI tools from specialized vendors and building partnerships succeed about 67% of the time." That’s a meaningful gap. Going it alone without guidance is risky and will most likely lead to wasted resources. 

If you want your AI investments to deliver impact:
Iterate fast and learn. Capture the insight, don’t just report the failure.
Focus on business outcomes. Anchor AI to measurable ROI. Leverage trusted partners. 

Scale comes faster when you stand on the shoulders of collective and shared learning, not just your own experiments.

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