Tom Ward

Customer-focused professional with strong experience in customer service and account management, seeking to transition into a SaaS focused environment whereas, only elements of services provided have been SaaS in the past. Proven ability to manage client relationships, deliver high-quality service and maintain strong retention in fast-paced, performance-driven settings. Experienced in working closely with clients to understand needs, resolve issues, and support long-term engagement through structured communication and consistent service delivery.

Strong background in managing complex accounts, maintaining service standards and contributing to positive customer outcomes. Brings a blend of commercial awareness, problem-solving ability, and customer-centric thinking to support user experience and product value. Regular use of AI tools to support research, analysis, reporting, and client-facing documentation has strengthened efficiency, accuracy, and decision-making quality.

Confident working in fast-moving environments, adapting quickly to new systems and processes, and building strong relationships with both customers and internal teams to drive satisfaction and retention.

Senior Customer Success Manager - Flowd

(2025-11)

• Orchestrated full lifecycle delivery of email lead generation programmes, aligning client expectations with internal execution to maximise campaign performance and consistency
• Controlled a high-value £800k revenue portfolio, sustaining long-term commercial relationships and protecting recurring income streams through structured account governance
• Secured 90–95% retention levels in an ROI-sensitive environment, preserving key accounts through proactive engagement and value reinforcement strategies
• Temporarily assumed executive-level operational responsibilities for Director and CEO functions during early tenure, demonstrating rapid trust acquisition and strategic autonomy
• Rebuilt onboarding architecture through process redesign and live testing, presenting improvements to senior leadership that increased delivery efficiency and enhanced client experience outcomes
• Embedded advanced AI tools into daily operations, using them extensively for deep research, client briefs, data analysis, reporting, and client-facing documentation; adapted to a company-wide shift where AI became central to day-to-day execution, primarily leveraging Claude and ChatGPT to improve speed, accuracy, and decision-making quality
• Repositioned sales messaging framework to improve early-stage alignment and expectation clarity, resulting in stronger campaign initiation and improved retention stability
• Integrated technical and operational workflows by collaborating with engineering teams, reducing friction in onboarding and improving data handling accuracy

Senior Customer Success Manager - Sopro

(2021-07 - 2023-09)

• Expanded role beyond account ownership to include capability development across teams, strengthening overall departmental performance through structured knowledge transfer
• Engineered an automated quoting support tool, reducing manual calculation time and improving the speed and accuracy of commercial proposals
• Developed a structured ROI assessment model to improve forecasting quality and support more informed campaign investment decisions
• Introduced behavioural profiling initiative across team members, improving communication alignment and reducing internal friction in delivery processes
• Built a performance tracking system adopted across leadership teams, enabling clearer visibility of KPI progression and end-of-cycle outcomes
• Consolidated regional prospecting insights into a centralised best practice framework, improving consistency and effectiveness of outreach strategies across territories

Customer Success Manager - Sopro

(2021-07 - 2023-09)

• Managed 15 – 20 client accounts simultaneously, delivering structured campaign execution that supported consistent lead generation performance
• Maintained 90 – 95% retention performance under strict monthly renewal cycles, securing continuity of revenue in a high-pressure environment
• Acted as primary escalation and relationship lead across the full client lifecycle, strengthening engagement and reducing churn risk through sustained communication
• Delivered structured mentoring support to new hires during probation, accelerating capability development and improving onboarding success rates
• Monitored and reported commercial performance indicators, including ROI, pipeline strength, and forecasting accuracy, to guide campaign optimisation
• Scaled initial account into global-level engagement, multiplying monthly revenue fivefold through strategic expansion and relationship development
• Embedded AI-driven tools into campaign workflows, increasing efficiency in content creation and improving output consistency

Owner - Bia Beverages

(2021-03 - 2021-07)

• Established an independent e-commerce business from the concept stage, designing and launching a fully operational drop-shipping model within the beverage sector
• Built a complete digital trading infrastructure, including website, branding system, social channels, and fulfilment processes to enable end-to-end commercial operation
• Managed full operational cycle, including order fulfilment, marketing execution, and customer handling, ensuring seamless transactional flow
• Developed an automated conversion tracking system to improve order processing efficiency and enhance operational visibility
• Executed successful business exit through profitable sale, demonstrating end-to-end commercial ownership and value creation

Client Relationship Manager - iPayTotal

(2020-10 - 2021-02)

• Coordinated global partner accounts as a single point of contact, ensuring seamless communication between clients and internal delivery teams
• Supported recruitment and onboarding of offshore staff in India, improving operational scalability and team capacity
• Aligned cross-functional teams with senior leadership objectives, ensuring consistent execution of strategic priorities
• Administered CRM platforms, including Asana, to track partner pipelines and active opportunities, improving workflow transparency and accountability

Client Service Executive - Canon UK

(2015-10 - 2020-07)

• Progressed into an enterprise client management role overseeing 25 – 30 accounts, driving retention and commercial stability across the portfolio base
• Managed full client lifecycle engagement, strengthening long-term partnerships and improving customer satisfaction outcomes
• Interpreted and presented analytical service data to senior stakeholders, identifying trends and supporting infrastructure optimisation decisions
• Reinforced client retention through proactive account management and structured service delivery improvements, reducing the risk of attrition

Analyse Data with SQL - Codecademy Pro

Certified Customer Success Manager (CCSM) Level 1

Prince 2 Foundation in Project Management Qualification

ITIL Foundation Qualification

Extended Diploma BTEC Level 3 - Animal Management - Merrist Wood College