Ellie Hudson

Operations and Customer Success professional with over five years' experience delivering operational excellence, stakeholder engagement and service improvements across SaaS, public sector and non-profit organisations. Experienced in implementing new systems, managing client and stakeholder relationships, coordinating projects and improving business processes. Known for building trusted relationships, driving change and delivering excellent customer experiences.

Proven track record of achieving the highest customer retention within a SaaS team, exceeding upsell targets by 162%, implementing new operational systems and supporting services used by thousands.

Operations Coordinator - London Borough of Islington

(2024-04)

• Led the implementation of a new software platform supporting the borough's garden waste service, improving operational efficiency.
• Trained colleagues on new systems and processes, helping ensure a smooth rollout.
• Managed communications for the borough's garden waste service, supporting more than 6,000 residents.
• Coordinated daily street cleansing and waste operations, working closely with operational teams.
• Processed purchase orders and invoices while maintaining accurate financial administration.
• Worked across departments to improve processes and service delivery.

Business Engagement Manager - Angel Business Improvement District

(2022-07 - 2024-04)

• Managed relationships with more than 500 businesses, acting as a trusted point of contact.
• Built partnerships with Islington Council, TfL, the Metropolitan Police and local organisations.
• Led the implementation and adoption of a CRM system, improving reporting and engagement.
• Planned and delivered business events, managing suppliers, budgets and logistics.
• Analysed VOA data and completed audits to support strategic planning.
• Promoted member businesses through communications and social media.

Customer Success Manager - Access DesignMyNight

(2019-03 - 2022-06)

• Managed a portfolio of SaaS customers throughout onboarding, adoption and renewal.
• Delivered tailored onboarding and product training.
• Achieved the highest customer retention rate within the department and exceeded upsell targets by 162%.
• Worked with Product and Engineering teams to share customer feedback.
• Analysed customer usage to improve feature adoption and engagement.
• Created customer resources and supported the onboarding of new colleagues.

Receptionist - ELEMIS | The Design Museum | VoucherCodes

Earlier Experience

• Supported event coordination, marketing, supplier management, CRM administration, copywriting and general business operations, building strong foundations in communication, organisation and stakeholder engagement.

BA (Hons) - English Literature & Language - Bournemouth University

Level 3 Mat and Reformer Pilates Diploma (2026-09)