Customer Success Manager (Maternity cover) at 3P Learning (2025-06 – Present)
- Monitored and engaged with 140+ schools, managing the full customer lifecycle including onboarding, training, growth, and retention.
- Built and maintained strong relationships, identifying and actioning key areas for growth and new sales opportunities.
- Monitored key performance areas and renewed expiring contracts, ensuring all information was updated in Salesforce.
- Improved onboarding and training processes (remote and onsite), focusing on customer experience and driving positive user adoption.
- Proactively identified and resolved potential issues by liaising with multiple departments to ensure school accounts could exceed all current Maths targets.
Customer Success Manager and Support Team Lead at Kerridge Commercial Systems (2025-03 – 2025-06)
- Improved the customer relationship of a Warehouse and Transport management system.
- Led a team of 6 technical support specialists.
- Worked collaboratively across multiple departments, including engineering, support, and professional services, to ensure customer-focused strategies were implemented.
- Analysed and improved Customer Satisfaction through developing a robust training matrix and building team confidence.
Customer Success Manager at Topia (2023-07 – 2024-07)
- Served as the main point of contact for up to 9 large value Enterprise accounts with complex needs, achieving a 100% renewal rate in 12 months for market-leading global mobility software.
- Maintained key relationships with HR and Mobility specialists to ensure key goals and desired business outcomes were met.
- Hosted and controlled various online meetings with clients worldwide, successfully managing multiple escalations and queries.
- Ensured support projects were delivered effectively and monitored SLAs for all customers whilst also conducting regular QBR's.
- Obtained an average CSAT score of 86%.
Senior Customer Success Manager at Sastrify (2022-07 – 2023-07)
- Managed 15 accounts (medium to enterprise size, some in financial services) with a total book of business worth €550k, ensuring they met metrics and developing success plans.
- Owned the full customer lifecycle from onboarding through to renewal execution.
- Partnered with internal teams across marketing, sales, and product to drive growth and address customer concerns.
- Joined calls with 'at risk' customers to implement 'churn save/retention focused strategies' and provide additional value.
- Produced ROI reports, conducted QBRs/EBRs, and proactively monitored account health scores for opportunities and risks.
- Achieved an average NPS score of 87%.
Customer Success Manager at Vendr (2021-08 – 2022-06)
- Main point of contact for up to 21 accounts worth $1.2 million pa, achieving well above an 80% renewal rate target.
- Hosted and controlled online meetings with clients worldwide.
- Ensured ROI was effectively communicated and achieved regular positive CSAT scores.
Customer Success Manager at Sales-i (2019-03 – 2021-08)
- Responsible for building and maintaining relationships for over 140 B2B SME accounts, reducing churn through successful software adoption.
- Retained over 90% of book of business during Covid.
- Assisted with coaching and training clients to ensure product adoption.
- Utilised software products like Power BI and HubSpot (CRM) for data accuracy and customer assistance.
