Ugochukwu Okolo's Linkedin Analytics

As a Customer Success and Support Leader with 10+ years of experience in the tech industry specializing in SaaS businesses and customer experience strategy, I specialize in turning customer journeys into growth engines. From startups to global organizations like LinkedIn, Yahoo, and PayPal, I’ve delivered measurable impact across every stage of the customer lifecycle including renewals, onboarding, adoption, and expansion. At Michael Management, I lead retention and growth strategies for our mid-market and enterprise clients driving 97%+ GRR and over 99% NRR by aligning SAP training and access solutions to measurable business outcomes. I own the full renewal strategy, proactively surface upsell opportunities, and ensure product alignment with evolving customer goals Prior to that, I led global support teams, improved NPS and CSAT by 25–30%, and reduced resolution times by up to 50%. My leadership philosophy blends empathy with strategy. I’ve managed teams of 20+, launched DEI programming, and led cross-functional efforts with product, sales, and engineering to turn customer feedback into roadmaps that drive satisfaction and growth. What I bring to the table: - Strategic retention & upsell planning (GRR/NRR/NPS) - Operational improvements that reduce churn & increase value - High-performance team leadership and onboarding frameworks - Trusted advisor relationships with enterprise stakeholders - Leadership grounded in empathy, team development, and cross-functional collaboration Outside of work, I’m a proud husband, dad to three amazing kids and a lifelong learner passionate about making workplaces more human, more inclusive, and more effective. Let’s connect if you’re looking for someone who can drive measurable impact, lead high-performing teams, and make your customers feel seen, heard, and valued.