Customer Success Customer Experience

Customer Success & Account Management London, England, United Kingdom

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Summary

Most recent role experiences listed below, with a total of ten years of project and team management experience.
I was with Hopin a hyper growth tech Saas video software consultant for 2.5 years experiencing growth from a start up of 40 people in team, to scaling up to 1000, through series A to D. I experienced huge growth and learnings in this time, through the roles below:
Feb 2022-Nov 22 Manager, CS & Scale
Building the scaled CS lifecycle and renewal processes, whilst managing and enabling a CSM team to reach renewals and adoption targets.
Achieved 189% last QTR managing my team target.
From February 2021 to 2022 I was the founding Renewal Manager supporting team growth, implementing process and exceeding team target. Achieved 3.2 million in renewals closed.
From May 2020 to February 2021 I was one of the founding 6 Account Executives.
Achieved 3 million in sales closed in the first six months.
Worked with Enterprise customers including DHL, Spotify, NATO, VMware. Experienced in Enterprise legal negotiations, post sale customer success adoption and creating internal process, enablement and communications for scaling teams.

Expectations

A collaborative team and work environment where I can also support the team through empowering and enabling them to give customers an excellent experience and retention/expansion for the business. I have experience and enjoy working on projects building comms and the customer journey and processes such as renewal automation and scales outreach, plus data analysis and reporting