In 2019, Possible walked away from a job where she was everything and yet nothing.
Her job title read “Business Development Executive,” but the role was anything but defined. On any given day, she was a sales rep, graphic designer, digital marketer, travel agent, office assistant, and customer support agent – all rolled into one. The company, a struggling
e-commerce/fashion/travel mash-up, was run by a woman who made shouting at employees a part of the job description.
“I was working around the clock, constantly getting yelled at, and taking orders that made no sense. The day my boss asked me to go to her house, which was close to the office, to check on her kids, was the day I knew I was done. I just packed up and left. No backup plan, no job in sight. I just knew I couldn’t keep living like that,” she says.
That leap of faith became the first step on a path that would eventually lead Possible into the heart of tech – and into a global career built on communication and strategic leadership.
Building a Career from Zero
With no formal background in tech, Possible began to explore her strengths. She’d always loved storytelling and connecting with people, especially online. Twitter became her first canvas. Her knack for sharing relatable content soon gained traction, building a community long before she even realised it was a professional asset.
Soon after, she joined a startup as the only customer support agent. “I didn’t know anything about customer success at the time. I just knew I wanted to make customers happy and improve how they experienced our product.”
That mindset laid the foundation for a transformative journey.
As the company scaled, Possible moved from support to strategy. She built out onboarding flows, introduced digital communication tools, and began collaborating directly with product and engineering teams to shape user experience.
Leading Customer Success at a Global Fintech
Today, Possible is the Head of Customer Success at Africhange, a fast-growing cross-border fintech platform operating in Canada, the UK, Australia and Nigeria. She has spearheaded major innovations that transformed how Africhange interacts with its users.
From launching data-driven customer segmentation dashboards and health score systems to implementing AI-powered CRM tools, Possible has moved beyond “just support” to influencing product direction, business growth, and user satisfaction.
Education, Thought Leadership & Visibility
Determined to sharpen her skills, Possible moved to the UK and earned a Master’s degree in Digital Communication. “It helped me put structure to what I was already doing. I began to understand the theory behind why my strategies worked.”
She went on to write and self-publish an eBook titled “Understanding Customer Success: Insights and Strategies”, which has since been reviewed and endorsed by thought leaders across the tech industry. She also contributes to the Customer Success Association (CSA) Wiki and mentors young professionals breaking into tech.
What’s Next?
Possible’s story is all about resilience, strategy, and the power of customer success in building human-centred tech systems.
She continues to lead customer success at Africhange while mentoring her peers and volunteering as a STEM ambassador in the UK. She’s now exploring ways to contribute more to open-source customer support tools and speak at global events to push the visibility of customer success in the UK digital ecosystem.
“In tech, people talk a lot about building great products. But if you don’t listen to your users, build with them in mind, and guide them along the journey, then what’s the point?”
