Daphine Karimi

Open to opportunities

Customer Support Manager

Customer Support and Success Manager driving retention, revenue, and customer loyalty worldwide.

KenyaCustomer Support Manager at Glue Up

About

I’m a results-driven Customer Support and Success leader with experience across Customer Support, Customer Success, Account Management, and Sales & Customer Experience in SaaS and telecommunications. I’ve led cross-functional efforts across EMEA to optimize customer journeys, improve retention, and deliver measurable growth in revenue and loyalty. In my current roles, I deliver high-priority technical support using Zendesk, Jira, and Slack; streamline issue tracking; and build client onboarding and training that reduces churn and boosts product adoption. I also act as a trusted advisor—aligning customer goals, KPIs, and learning needs into onboarding plans, running webinars, sharing product updates, and upselling/renewing contracts.

Experience

Customer Support Manager
Delivered high-priority technical support by partnering with cross-functional teams to resolve customer issues and improve service quality. Built Zendesk-based CRM structures and streamlined ticket tracking to enhance reporting, onboarding, and product adoption.
ZendeskJiraSlackKnowledge Base ManagementCustomer OnboardingCustomer RetentionTechnical Support
Customer Success Manager
Served as a trusted advisor to clients by aligning onboarding plans with customer goals, logistics, and KPIs. Trained clients through platform features, delivered monthly webinars, and drove renewals through consultative account management and upselling.
Customer Success ManagementClient OnboardingWebinarsAccount ManagementRenewal Management

Education

ALISON Courses Online
Completed a Leadership Certificate through ALISON Courses Online in 2025.
Completed a Leadership Certificate through ALISON Courses Online in 2025.
Catholic University of Eastern Africa
Earned a Bachelor of Commerce with a focus on Marketing at Catholic University of Eastern Africa from 2004 to 2007.
Earned a Bachelor of Commerce with a focus on Marketing at Catholic University of Eastern Africa from 2004 to 2007.

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About

Experience

Customer Support Manager

Delivered high-priority technical support by partnering with cross-functional teams to resolve customer issues and improve service quality. Built Zendesk-based CRM structures and streamlined ticket tracking to enhance reporting, onboarding, and product adoption.

ZendeskJiraSlackKnowledge Base ManagementCustomer OnboardingCustomer RetentionTechnical Support

Customer Success Manager

Served as a trusted advisor to clients by aligning onboarding plans with customer goals, logistics, and KPIs. Trained clients through platform features, delivered monthly webinars, and drove renewals through consultative account management and upselling.

Customer Success ManagementClient OnboardingWebinarsAccount ManagementRenewal Management

Education

ALISON Courses Online

Completed a Leadership Certificate through ALISON Courses Online in 2025.

Catholic University of Eastern Africa

Earned a Bachelor of Commerce with a focus on Marketing at Catholic University of Eastern Africa from 2004 to 2007.

Daphine Karimi

About

Experience

Customer Support Manager

Customer Success Manager

Education

ALISON Courses Online

Catholic University of Eastern Africa

Daphine Karimi

About

Experience

Customer Support Manager

Customer Success Manager

Education

ALISON Courses Online

Catholic University of Eastern Africa

Sales & Customer Exp Supervisor

Customer Care Agent

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