Our Mission
To advance customer-centric excellence across Africa by developing professionals, empowering organizations, fostering community, and shaping the future of Customer Success and Customer Experience.
Our Vision
To become Africa's most trusted authority for Customer Experience and Success, shaping a future where customer-centric organizations thrive and professionals reach their highest potential.
Why We Exist
Customer success is more than just a department – it's a mindset that drives business growth. In Africa, we recognized the need for a dedicated platform that brings together customer success professionals, provides access to cutting-edge training, and creates opportunities for knowledge sharing and career advancement.
Our Impact
Numbers that tell our story of growth and impact
Our Values
The principles that guide everything we do
Excellence
We are committed to delivering the highest quality training, resources, and community experiences that drive real results for our members.
Community
We believe in the power of community and collaboration. Our platform brings together diverse professionals to learn, share, and grow together.
Innovation
We continuously innovate our approach to customer success education, leveraging the latest methodologies and technologies to stay ahead.
Impact
We measure our success by the positive impact we create for our members, their organizations, and their customers across Africa.
Meet Our Team
The passionate people behind Customer Success Essential
Lawrence Idems
Lawrence Idems is a Customer Experience and Customer Success leader with over 13 years of experience across Insurance, Banking, SaaS, and Fintech, helping organizations build stronger customer relationships, accelerate value realization, and drive sustainable revenue growth. He is the CEO & Lead Consultant at CSE Consulting by Customer Success Essential. A two-time global Customer Success award recipient and Head of Customer Success, Lawrence is passionate about transforming customer experience into a strategic growth engine that delivers measurable outcomes for both customers and businesses. He works closely with executive leaders to navigate customer challenges, strengthen adoption, drive expansion opportunities, and ensure customers realize the full value of their investments. He is also deeply committed to developing Customer Success professionals, helping them blend empathy, strategy, and execution to create exceptional customer experiences. He is also the founder of Customer Success Essential (CSE), a customer experience community across africa. Known for his customer-centric approach and focus on value realization, Lawrence regularly shares insights on Customer Success, customer experience, leadership, revenue growth, and organizational transformation. His experience across multiple industries gives him a unique perspective on building scalable customer growth strategies in rapidly evolving markets. Lawrence believes Customer Success is about more than retention, it’s about building trust, creating impact, and connecting customer outcomes to business growth. For him, true success is built on people, purpose, and lasting value.
Dr Precious Obasa
Dr. Precious Obasa is a Customer Success and Customer Experience professional with over 10 years of experience across Travel, Fintech, SaaS, Banking, and Community-led organisations. She combines practical industry experience with a PhD. Her experience spans customer success, CRM governance, service operations, client onboarding, process improvement, and team capability development. She has led CRM and SOP initiatives, managed B2B client operations. As Co-Facilitator at CSE Consulting by Customer Success Essential. Precious supports capability-building programmes for customer-facing professionals, bringing a practical, people-centred approach to customer success, service delivery, and operational excellence. She also leads Brands & Communications at Customer Success Essential, supporting its community-building, storytelling, partnerships, and communications as the organisation works to strengthen Customer Success practice across Africa. Her facilitation focuses on helping participants move beyond theory to practical actions they can apply in their teams, customer interactions, and day-to-day work.
Olajumoke Akinmade
Olajumoke Akinmade is a results-driven Customer Success professional, with 8+ years journey building expertise in Product Management, Customer Engagement, and Operational Support.
Our Journey
Key milestones in our growth and development
Foundation
Customer Success Essential was founded with a vision to transform customer success across Africa.
First Physical Meeting for CX & CS Professionals in Lagos
Host 80 CX & CS professionals in Lagos
First Physical Meeting for CX & CS Professionals in Ibadan
Hosted 70 CX & CS professional in Ibadan
Training Faculty
Expanded into training Institue
Second Community Event
We hosted our first physical conference with 200+ attendees from across Africa.
Join Our Community
Be part of the customer success revolution across Africa. Connect, learn, and grow with professionals who share your passion.