Basketball, Muay Thai, Anime, Writing Fiction, Pets, Books, Video Games, Travel (Remote Year Citizen)
Babajide Adebayo
Miami,FL
Summary
Seasoned professional with over 10 years of experience driving client success and retention within the dynamic environments of tech startups and SaaS companies. Proven track record of building and leading high-performing teams dedicated to delivering exceptional customer and partner experiences while driving revenue growth through strategic success management. Skilled in cultivating strong client relationships, understanding complex technical products, and implementing effective solutions that align with client goals. Adept at collaborating cross-functionally to ensure seamless product implementation and adoption.
Overview
10
10
years of professional experience
Work History
VP, Client Success - Alternative Solutions
ICapital Network
01.2025 - Current
- Lead day-to-day operations and client relationships for legacy Parallel Markets accounts, ensuring continuity and high satisfaction while transitioning clients to iCapital’s broader service ecosystem.
- Drive the strategic integration of Parallel’s Identity Platform into iCapital’s product suite, working cross-functionally to design a seamless, fully integrated post-sales experience for traditional iCapital clients.
- Architect and implement the post-sales integration process and client success playbook for high-value enterprise and key clients, including wealth and asset managers with ARR ranging from ~$15K to multi-million-dollar contracts.
- Scale and manage a multi-disciplinary post-sales team, including enterprise client success managers, client success operations managers, solution engineers, support analysts, and accreditation analysts.
- Serve as a key stakeholder in product feedback loops, helping to align the Identity Platform’s roadmap with client needs and enterprise-grade service expectations.
- Foster long-term client partnerships and drive retention through tailored onboarding, integration support, and ongoing success management.
- Increased company growth through collaboration with sales and marketing departments.
Head of Customer Success
Parallel Markets (Acquired by ICapital)
04.2024 - 01.2025
- Migrated all customers to a new Case Management system, which included: migrating over +130 contracts to annual, upfront payment, +$250K in upsell value, ACV growth of +60%, and a steady NRR of 115%.
- Advocated for purchasing a CSP called Vitally and co-led the implementation and configuration of the platform (alongside the CTO) for the Customer Success team.
- Oversaw the development and launch of automated playbooks for outreach throughout the customer journey (i.e. onboarding, renewals, upsells, etc) and account health-scoring through Vitally.
- Built dedicated Customer Success Dashboards to help with customer and business insights.
- Managed a team of customer success managers, onboarding specialists, and junior support analysts, setting OKRs and career-leveling goals for each on an individual and team basis.
Director, Customer Experience
Passbase (Acquired by Parallel Markets)
01.2022 - 09.2022
- Built, grew, and managed Passbase’s Customer Experience team and function from the ground up, comprising Solution Engineers, Customer Success Managers, and Developer Support Engineers.
- Set up and maintained our CRM, Vitally, introducing the concept of a Customer Health Score while piping all relevant data points across 8 Health Score categories into Vitally with little engineering assistance (relied on Zapier to pipe data from multiple disparate systems into Vitally).
- Managed and grew our top three accounts, equating to over $1.5 million in ARR.
Director, Technical Solutions
Conversocial (Acquired by Verint in 2021)
01.2021 - 01.2022
- Built, grew, and managed Conversocial’s first Technical Solutions team from the ground up, comprising Solution Consultants, Conversational Designers, and Technical Solution Managers.
- Oversaw delivery of conversational experiences across all Conversocial products and partner channels with end-to-end accountability for all solutions from pre-sales through implementation and optimization.
- Assisted in overhaul and relaunch of Conversocial’s professional services GTM strategy and package, including adding new service offerings, creating a faster and more accurate scoping process, and identifying more flexible build pricing based on tiered conversational levels.
- Technical and success lead for our most strategic clients, developing best-in-class conversational experiences which combine both live agents and messaging bots with advanced NLP, integrations, and data from client systems to provide rich customer experiences.
- Proactively contributed to Conversocial’s strategic roadmap by providing platform feedback directly to our VP of Product and CTO.
Director, Automation Strategy and Services
Conversocial
03.2019 - 01.2021
- Matrix managed a cross-functional team from bot ideation to sale, delivery, and ongoing success
- Managed highest-tiered customers such as Facebook, Sephora, T-Mobile, and Rolex, driving renewals and upsells for multimillion-dollar deals.
- Oversaw the development of bots, systems, and processes to drive rapid delivery and high-quality bot experiences for our customers.
- Technical lead for our most strategic automation clients, developing best-in-class messaging and voice bots, with advanced NLP, leveraging integrations and data from client systems to provide rich customer experiences.
- Proactively contributed to Conversocial’s strategic roadmap by providing platform feedback directly to our Product team.
Senior Strategy and Customer Success Manager
Assist (Acquired by Conversocial in 2019)
05.2018 - 03.2019
- Helped lead Assist through a successful acquisition.
- Drove product adoption, education, and usage across our portfolio of enterprise customers to deliver meaningful business outcomes that ensure a successful renewal.
- Delivered success roadmaps that aligned with customers' key business goals and objectives.
- Managed day-to-day customer relationships, acting as a trusted advisor to executive and senior leadership teams to drive education, adoption, and growth of our bot-building platform.
- Successfully closed upsell opportunities for account growth through new Assist platform integrations/features.
- Served as a customer advocate, ensuring that our product roadmap aligned with customer needs.
Senior Strategist and Client Services
Rokk3r Labs
08.2015 - 02.2018
- Responsible for supporting the CEO with the overall strategy and business operations of Rokk3r Labs
- Worked on cross-functional initiatives with teams across the company to build the strategic directions, execution frameworks, KPIs/analytics, and team structures necessary to drive growth.
- Led the vision and product development of several new ventures from an ideation phase to the launch of the business and/or product across several industries.
- Worked with sales to upsell clients for additional services throughout the co-build process.
- Traveled the world and formed strategic partnerships with other venture builders. Assessed and recommended startups around the world for potential investment from our global fund, Rokk3r Fuel.
Education
Masters - Public Administration
Columbia University
New York, NY05-2014
Bachelors -
Columbia University
New York, NY05-2013
Skills
- Vitally (CSP)
- Looker
- Quantitative Analysis
- Conversational Design
- Dialogflow
- Amazon Alexa Console
- Lucidchart
- JavaScript
- HTML
- Zapier
- Mixpanel
- Salesforce
Interests
Timeline
VP, Client Success - Alternative Solutions
ICapital Network
01.2025 - Current
Head of Customer Success
Parallel Markets (Acquired by ICapital)
04.2024 - 01.2025
Director, Customer Experience
Passbase (Acquired by Parallel Markets)
01.2022 - 09.2022
Director, Technical Solutions
Conversocial (Acquired by Verint in 2021)
01.2021 - 01.2022
Director, Automation Strategy and Services
Conversocial
03.2019 - 01.2021
Senior Strategy and Customer Success Manager
Assist (Acquired by Conversocial in 2019)
05.2018 - 03.2019
Senior Strategist and Client Services
Rokk3r Labs
08.2015 - 02.2018
Masters - Public Administration
Columbia University
Bachelors -
Columbia University
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