Claire Quick

Customer Success professional with 12+ years of experience managing enterprise and B2B accounts across SaaS, publishing, and FMCG sectors. Proven track record across high-value portfolios (up to $10M), driving retention, product adoption, and measurable ROI. Adept at surfacing client business priorities to ensure value delivered consistently exceeds subscription investment.

Bilingual in English and French. Having also founded and run an independent coaching business, I bring a client-first approach, understanding and meeting people where they are and finding the solutions that work for their business.

Customer Success Manager EMEA at Elsevier (2021-08 – 2024-12)

• Portfolio Management: Managed a $10M portfolio of enterprise accounts across EMEA, covering luxury goods, pharma, energy, and engineering sectors.
• Revenue retention & growth: Monitored account health signals, identified churn risk early, and executed recovery strategies. Proactively surfaced upsell and cross-sell opportunities based on usage trends, contributing directly to portfolio growth.
• Executive Engagement: Delivered data-driven Executive Business Reviews (EBRs) to department heads and strategic leads, aligning product value with their specific business KPIs and long-term milestones.
• Onboarding/Time-to-Value: Designed and executed a structured onboarding framework for enterprise portfolios, driving rapid product adoption across large cross-functional teams.
• Strategic Recommendations: Utilised Salesforce data and usage analytics to provide evidence-based recommendations that informed successful retention and renewal strategies
• Voice of the Customer: Designed and implemented a VoC programme, systematically capturing feedback to drive product and service improvements.
• Commercial Impact: Awarded Rookie of the Year for exceptional client engagement and rapid commercial impact within the first year.
• Methodology: Completed The Challenger Sale training, applying insight-led conversations to translate business goals into measurable solutions.
• Collaboration: Partnered with Account Managers on strategic account planning to ensure seamless post-sale handovers.

Mindset and Business Performance Coach & Founder at Self-Employed (2019-12 – Present)

• Business Development: Founded and scaled an independent coaching business from zero, managing the full customer lifecycle from acquisition and onboarding to long-term retention.
• Customer Lifecycle Management: Conducted deep-dive needs assessments to design bespoke, outcomes-based programmes, mirroring enterprise CS methodologies to ensure measurable client ROI.
• Community Engagement: Coached 200+ clients on performance strategy and built an engaged community through consistent, value-led content and relationship-building.
• Leadership: Hired and managed a community manager, delegating effectively to support business growth and operational efficiency.

Journal Manager at Elsevier (2016-03 – 2021-08)

• Stakeholder Management: Managed a portfolio of high-profile scientific journals, maintaining sensitive relationships with global authors, reviewers, and editors.
• Performance Leadership: Achieved Grade 3 status (highest performance level) and mentored colleagues in champion roles to upskill the wider team.
• Strategic Initiatives: Spearheaded cross-divisional wellbeing initiatives during COVID-19, demonstrating leadership and adaptability beyond the immediate scope of the role.
• Led a Lean Six Sigma Green Belt project focused on cost reduction in production workflow.

Senior Project Manager at BroadOak Toiletries (2015-01 – 2016-02)

• Cross-Functional Collaboration: Partnered with R&D, technical, and production teams to develop products for major UK retailers.
• Risk Mitigation: Managed critical paths, action logs, and risk logs from concept to delivery for premium fashion and beauty brands.
• Crisis Management: Led communications during a period of company administration, successfully maintaining client confidence and project stability under pressure.

Project Manager at blur Group (2014-03 – 2014-12)

• Scale Management: Managed a high-volume portfolio of 100+ concurrent B2B projects within an online marketplace environment.
• Account Growth: Acted as the primary liaison between providers and customers, collaborating with sales to identify and convert repeat business opportunities.

Export Sales Coordinator at TOMY (2012-03 – 2014-05)

• Commercial Impact: Identified and resolved a critical invoicing discrepancy, recovering €1 million for the company and receiving the "Unsung Hero" Award.
• Global Logistics: Managed global distributor orders and coordinated production monitoring with international factories and freight partners.

MBA in Cultural Project Management – EAC – École des Métiers des Arts et de la Culture, Lyon, France (2011)

Bachelor's Degree in Law – Université Aix-Marseille III, Aix-en-Provence, France (2009)

Baccalauréat in Economics & Social Sciences – France (2005)