Barakat Olorunoje, MBA, MA

Senior Customer Success Manager @ Amazon

About

Enterprise customer success has been the foundation of my career for more than a decade, supporting complex organizations across e-commerce, retail, financial services, logistics, healthcare, and SaaS. I currently serve as a Senior Customer Success Manager within Amazon’s Strategic Account Services organization, leading portfolio-level strategy for a $180M+ book of business across strategic enterprise customers. My scope includes onboarding strategy, success planning, QBRs, renewal ownership, escalation management, account prioritization, executive stakeholder engagement, and executive business reviews while overseeing adoption, risk management, and long-term account health. I partner closely with sales, product, operations, and delivery teams to support expansion opportunities, guide enterprise account performance, and strengthen executive partnerships across high-revenue environments.Earlier in my career, I served as Director of Client Solutions, where I owned enterprise customer success strategy and governance across large, multi-industry portfolios. I led teams responsible for onboarding execution, account management, demos, escalations, renewals, and executive engagement while coaching and onboarding team members and guiding complex renewal and escalation decisions. I strengthened success planning, standardized account governance practices, and drove consistency across enterprise accounts, delivering retention results above target and sustaining 93%–100% retention across managed portfolios. I bring a strong executive presence and a systems-level view of customer success grounded in retention, executive alignment, and scalable customer success execution, and I actively contribute to the Customer Success community through speaking engagements and professional forums focused on enterprise retention and scaling customer success organizations.

Country

United States

City

Austin

Industry

Information Technology & Services

Skill

Financial Analysis, Renewal Retention, Software Implementation, Trend Analysis, Software as a Service (SaaS), Revenue & Profit Growth, ROI Optimization, Voice of the Customer, Strategic Partnerships, Capacity Planning, Go-to-Market Strategy, Talent Development, Coaching & Mentorship, Revenue Forecasting, Success Planning, Quota Achievement, Customer Journey Mapping, Customer Adoption, Change Management, Business-to-Business (B2B)

Experience

Senior Customer Success Manager

Amazon

2024-5 - Present · 2 yrs 5 mos

• Grow $180M enterprise portfolio to $260M+ via lifecycle, renewals, and expansion strategies •Spearhead onboarding, success planning, and QBRs for enterprise customers across 18 countries • Collaborate with sales and product teams to magnify customer outcomes and account value • Drive 50% YoY revenue growth through adoption strategy and account prioritization • Sustain 100% retention and five-star account performance

Member

ForbesBLK

2023-8 - Present · 3 yrs 2 mos

Director of Client Success

2023-4 - 2024-4 · 1 yr 1 mo

• Led customer success strategy, governance, and lifecycle execution for Fortune 500 portfolios • Supervised CS and Operations leaders 500+ agents driving retention and expansion • Influenced C-suite stakeholders and RFPs resulting in $15M+ and $20M+ enterprise deal wins • Negotiated $25M+ in multi-year renewals and drove 12% YoY portfolio growth • Reduced escalations via governance models and performance reviews

Director of Business Development

2023-4 - 2023-9 · 6 mos

Strategic Customer Success Manager

FourKites, Inc.

2021-9 - 2023-4 · 1 yr 8 mos

• Managed enterprise SaaS lifecycle for global accounts, guiding expansion and retention • Worked with sales colleagues to support growth across an assigned portfolio of customers • Administered weekly webinars and product trainings to promote product stickiness • Led QBRs and stakeholder alignment uncovering multimillion-dollar expansion opportunities • Grew ARR from $3.6M to $6M+ across Fortune 50 customers • Sustained 100% retention by strengthening executive engagement and lifecycle governance • Boosted platform adoption 30% transforming onboarding strategy and success planning

Customer Engagement Manager

Outcome Health

2019-9 - 2021-8 · 2 yrs

• Built executive alignment across 110 healthcare accounts to foster long-term partnership stability • Designed lifecycle communications, success plans, and engagement strategy • Managed KPIs and account health metrics guiding upsell, expansion, and win-back initiatives • Partnered with IT to scale implementations and manage escalations, yielding 97% CSAT • Achieved 100% retention rates through risk mitigation and churn prevention planning

Sr. Account Specialist

NorthShore University HealthSystem

2017-3 - 2019-9 · 2 yrs 7 mos

• Managed 100+ patient financial accounts, supporting billing and stakeholder coordination • Partnered with providers, finance, and operations to stabilize account health and service delivery • Supported implementation and testing of system upgrades impacting billing workflows • Resolved account issues promptly, reducing resolution timelines by 27% • Maintained 100% compliance across payments, documentation, and reporting

Assistant Manager

Walgreens

2015-2 - 2016-12 · 1 yr 11 mos

• Led store teams delivering top-tier customer experience and retention outcomes • Oversaw P&L performance, compliance, and operational execution • Ranked Top 3 District and Top 10 Region for upsell performance • Managed hiring, coaching, and frontline service operations • Analyzed sales and shrink data to guide revenue and engagement strategy

Leadership Development Program

Walgreens

2014-11 - 2015-2 · 4 mos

• Completed Walgreens leadership development program preparing for frontline and operations roles • Rotated across store operations, customer experience, and inventory management • Supported service and upsell initiatives contributing to top-tier district sales performance • Trained in team leadership, coaching, and customer engagement strategy across retail environments • Contributed to operational readiness, compliance execution, and customer retention efforts