Partner Relations Manager / Enterprise Client Success Leader - UNITY 3D
(2022-05)
- Owned senior-level client relationships across an enterprise portfolio valuing $4.8M ARR, successfully maintaining a 2% churn rate over three consecutive years for tier-1 industrial giants (BMW, Volvo, JLR, IKEA, TomTom).
- Designed, standardised, and scaled the entire post-sale client implementation lifecycle, constructing custom onboarding framework journeys, risk-mitigation workflow playbooks, and strategic QBRs from scratch.
- Guided complex accounts through utilising cutting-edge technical products, aligning data integration concepts, API/HMI workflows, digital twins, and deploying AI solutions to optimise builds and eliminate technical bottlenecks.
- Partnered closely with commercial, marketing, and product development units to maximise system adoption, drive account expansion, address executive-level service escalations, and protect revenue streams via automated tracking (Gainsight/Salesforce).
Customer Success Manager (Industrial Scale-Up Division) - UNITY 3D
(2021-06 - 2022-05)
- Hand-selected to build, structure, and scale a brand-new internal industrial team from the ground up, navigating high-ambiguity environments to safely transition complex enterprise accounts out of core gaming divisions.
- Formulated structured training and rigorous performance standards; managed, mentored, and developed internal specialists on running deployments, tracking health data, and meeting rigid enterprise expectations.
- Evaluated user product logs, platform trends, and revenue stack data to propose structural system, product, and process improvements, significantly accelerating onboarding time-to-value.
Project & Client Success Manager - VISION TRACK
(2019-03 - 2021-03)
- Spearheaded complex, multi-stakeholder enterprise integrations, managing technical onboarding and full post-sale product lifecycles across the UK under fast-moving, changing briefs.
- Co-managed and led technical Customer Success and implementation workflow teams, utilising task management systems (Jira/Asana) to optimise ticketing, streamline service delivery, and run agile sprints.
- Acted as the primary interface between enterprise clients and software engineering teams to translate deep operational pain points into actionable technical specifications; managed high-priority deployment escalations with swift resolutions.
Project Manager / Customer Success Manager - Y3K EUROPE & SMARTWITNESS
(2017-03 - 2019-03)
- Orchestrated Scrum-based software delivery, tracking technical integration milestones and project health to ensure seamless client stack alignment. Collaborated directly with the CEO to design and run training programs for the account management teams.
- Stepped in as Interim Sales Manager to provide operational continuity, direct technical mentorship, and strict performance metrics enforcement during a critical period of departmental restructuring.
- Acted as Field Sales Engineer, handling direct client-facing technical troubleshooting, software configuration, and custom training for specialised systems.
Business Development Manager - Y3K Europe
(2016-08 - 2017-03)
Partnered with executive leadership to establish client workflows.
Area Sales / Contract Sales Manager - Buteline UK & Saint-Gobain Graham
(2014-05 - 2016-01)
Managed B2B accounts.
Department Manager - B&Q
(2010-09 - 2014-04)
Led early operational teams and accountability cadences.
