Carl Whyte

Strategic Enterprise Customer Success Manager with 10 years in B2B SaaS, owning retention and growth across complex, high-value enterprise portfolios. Delivers ~110% net revenue retention and ~99% GRR on a $4M book by pairing commercial account planning with deep Gainsight expertise and AI-driven customer success. A trusted partner to C-suite stakeholders across global markets, turning at-risk accounts into multi-year renewals and expansion.

Now seeking a Strategic / Principal CSM role to own enterprise accounts and drive retention and expansion at scale.

Enterprise Customer Success Manager at Appspace (2025-02 – Present)

Own a $4M ARR portfolio of 45 global accounts — including Shell, Spotify, Sainsbury's, Novartis and Danske Bank — with $3M across 20 strategic enterprise logos spanning the US, EMEA, Africa and APAC.

• Delivered ~110% net revenue retention and ~99% GRR on the $4M book by containing churn to $30K and reclaiming a lapsed logo through value re-engagement, resigning it at $28K (up 56%).
• Generated $225K in delta renewal ARR (avg 10% uplift per cycle) by driving value realization through QBRs, executive business reviews and CSE-led roadmap sessions — overcoming entrenched legacy discounts to secure multi-year renewals at 7% YoY uplift.
• Closed $136K in expansion ARR beyond renewals with Account Executives by aligning new modules to customer outcomes; a further $300K Spotify expansion is verbally committed and in contracting.
• Defended $120K of ARR at a $220K enterprise account weighing a competitor switch — activating C-suite executive sponsorship, tracking fast-tracked roadmap commitments with Product in Productboard, and escalating performance issues to Engineering via Jira to cut system load times 78%.
• Embedded AI across the success motion — Gainsight AI health scores and churn-signal CTAs, Gong call/transcript analysis feeding Gainsight, and Appspace agentic AI for usage analytics — and forecast renewals/expansion in Gong Deals, attaining 99% of the Q2 forecast-accuracy bonus target in its first quarter live.
• Rebuilt and relaunched Gainsight success plans on the REACH framework with CS Ops, lifting CSM adoption to 65%, and mentored new CSMs through onboarding, call shadowing and enablement.
• Ranked 4th of 28 global CSMs on customer advocacy (8.2/10 NPS) across US, EMEA and APAC through high-touch engagement, health-score discipline in Salesforce/Gainsight, and cross-time-zone escalation.

Customer Success Manager at BigChange (2022-02 – 2025-01)

Managed the onboarding-to-renewal lifecycle for a £2.9M ARR portfolio of 95 accounts, sustaining 98% GRR through structured success plans and health-score-led engagement.

• Drove £145K in upsell / cross-sell expansion by mapping new SaaS capabilities to customer outcomes and building senior stakeholder relationships.
• Ran data-led QBRs on Pendo and Gainsight health and usage signals to evidence ROI, surface expansion opportunities and reduce churn risk.
• Owned voice-of-the-customer into the product roadmap and led onboarding/training that accelerated time-to-value, partnering across sales, product and engineering (Zendesk, Azure DevOps).

Client Relationship Manager at QuantumIT (2018-01 – 2022-02)

Managed 50+ public-sector (HEI) accounts as sole UK lead, generating £300K in end-to-end sales and driving upsell by aligning SaaS solutions to institutional goals.

• Owned £1.5M in UK renewals across 55 accounts at 97% retention, negotiating multi-year terms and refining the renewal process to reduce churn.
• Built proposals and Statements of Work, coordinated project handovers and managed account health in Salesforce and HubSpot.

Account Manager at NCC Group (2016-11 – 2017-11)

Managed global FinTech, IT and insurance accounts, advising on business continuity and disaster recovery, building executive relationships and driving upsell across complex IT and legal requirements (SalesLogix CRM).

Account Manager at IRIS Software (2016-05 – 2016-11)

Drove account growth through pipeline management and upsell, engaging mid-management to director-level buyers and running account reviews to align solutions to client needs.

BSc (Hons) in Physical Geography – Edge Hill University (2015)