Caroline Kiarie

I’m a Customer Success Specialist with over 8 years of experience in customer support, customer experience, account management, and customer retention in fast-paced industries. I build long-term customer relationships by guiding customers through post-sale support and ensuring they get the outcomes they need. I’m recognized twice as a Rising Star for delivering exceptional customer experiences, and I was named Customer Experience Analyst of the year in 2024. I monitor customer behavior and account health to identify churn risks, then recommend proactive retention strategies grounded in data-driven insights. In my roles, I’ve managed high-volume customer inquiries through Zendesk, social media, and ticketing systems, resolving complex issues and collaborating with technical teams on escalated cases. I maintain accurate documentation and use reporting to surface customer trends that inform service improvements. Beyond day-to-day support, I collaborate cross-functionally with marketing, product, and operations to improve the customer journey. I also support escalation management by identifying recurring pain points, recommending long-term solutions, and helping define customer communication strategies to increase engagement and long-term customer value.