United Kingdom
Customer Success Specialist | Driving Growth, Retention, and Scalable Success I’m an Organisational Psychologist turned Customer Success specialist. My background gives me a strong lens on both relationship building and commercial results (NRR, GRR), understanding not just what customers need, but how they make decisions and drive change. I specialise in technology used within the employee lifecycle; talent acquisition, employee engagement, and culture. That shapes how I partner with customers, focusing on long term value created through alignment between hiring decisions, behaviours at work, and organisational goals rather than technology in isolation.I’ve built my career in scale up environments, supporting the maturity from early stage start up through to Series B. Through this, I have experience laying foundations for Customer Success at scale, introducing clearer operating models, embedding data led decision making, and raising the bar for customer experience as complexity increases.
Supporting the business through scale up maturity by embedding data driven decision making, operational governance, and consistent standards of customer excellence. Contributing to a 15 point uplift in Net Revenue Retention, through targeted value led strategies, collaboration with GTM and team management. Building, leading, and up skilling a Customer Success team, including onboarding, success planning frameworks, performance standards, and career progression pathways. Personally managing a £1.3m ARR portfolio across strategic enterprise accounts. Active member of Go to Market Squad - collaborating with Sales, Product, and Marketing to drive innovation. Overseeing the retirement of a legacy platform and leading the migration of customers to a new platform and product - change management. Implementation, integration and evolution of Gainsight, embedding health scoring, automation, and reporting into Customer Success operations.
Responsible for driving customer success through the customer journey for a small number of strategic enterprise accounts (£2m ARR). Secured multi-year commitments for 48% if renewals (covering 49% of portfolio ARR) within a cautious economic climate. Worked cross-functionally with Product, Sales and Delivery teams. Acted as a public facing advocate for the brand through webinars, conference presentations, thought leadership content and supporting on pitches.
Responsible for driving customer success through the customer journey for both SMB and enterprise accounts. Delivered EBRs and success planning to drive retention, adoption and expansion. Collaborated on roadmap development and internal strategy based on client insight and change readiness. Worked with various levels of stakeholder, including C-Suite level, both internally and externally.
Working in both financial and bureau departments of the business, working generally to analyse, interpret and manage data.
Supporting HR-led research projects including graduate recruitment and employee experience.