VP of Customer Success

Bio

• Built and led a global organisation of 45 with circa 8 direct reports delivering on Net Dollar Retention and Customer Satisfaction, while also consistently retained more than 95% of revenue.
• Managed a $25m portfolio of Publishers, with responsibility for the performance of key customer metrics including renewal rates, up-sell and cross-sell revenue, product adoption, time to value, health scores and customer advocacy.
• Set up the professional services function of the Customer Success team to deliver a data strategy for the customer’s sales organisations.
• Built a value-based pricing model working with an external pricing consultant that is focused on creating organic expansion revenue.
• Developed Salesforce reporting to ensure the effective forecasting of retention and up-sell.

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