Tim Caldwell

Senior commercial and operational leader with deep experience across B2B SaaS Customer Success, strategic account management, implementation, business operations, finance and transformation. Eight+ years leading customer outcomes across ANZ/APAC, followed by executive-level operational leadership across a diversified business group. Combines customer empathy with strong commercial judgement, financial literacy and execution discipline—able to move from executive strategy through to detailed delivery.

Group Operations Manager at THE HUTCHINSON GROUP (2025-04 – Present)

• Partner directly with the CEO, founder and business leaders across a diversified group, translating strategic priorities into clear operating plans, ownership, measures and execution.
• Lead cross-functional initiatives spanning customer experience, sales, operations, finance, people and systems across multiple operating businesses.
• Use operational and financial data, KPIs and leading indicators to identify risk, diagnose performance issues and focus management attention on the actions most likely to improve outcomes.
• Build and challenge budgets, forecasts, cash-flow models, pricing models and investment cases; translate financial information into practical commercial decisions for executives and Boards.
• Lead implementation and adoption of business systems including Pipedrive CRM and Calxa, improving pipeline visibility, forecasting, management reporting and operating discipline.
• Analyse product economics, pricing, margin, customer profitability and operational performance to identify growth, efficiency and working-capital opportunities.
• Develop concise executive and Board reporting that explains results, drivers, risks, actions, decisions required and forward outlook.
• Support major funding and investment initiatives, including commercial modelling and coordination for a $2.575m EECA co-funded capital project and broader banking facilities.
• Lead structured operating rhythms, KPI scorecards and quarterly priorities to strengthen accountability, decision-making and follow-through across teams.

Principal Customer Success Manager at KANTATA (formerly Mavenlink) (2017 – 2025)

Joined Mavenlink as the first Customer Success Manager in APAC and helped establish the regional Customer Success function as the market scaled.

• Managed a strategic portfolio of 60+ active B2B SaaS customers across five countries and supported 150+ customer organisations over tenure, owning outcomes across the complete customer lifecycle.
• Helped grow the APAC book of business from approximately US$400k to more than US$4m through retention, expansion, regional growth and strong customer outcomes.
• Owned implementation, onboarding, adoption, customer health, value realisation, executive engagement, risk mitigation, renewals and expansion for a complex, configurable SaaS platform.
• Built trusted, multi-threaded relationships with executives, operational leaders and platform users; connected customer business objectives to measurable platform value and ROI.
• Consistently exceeded commercial expectations, achieving more than 200% of upsell quota in 2020 and 158% in 2021.
• Became the only Customer Success Manager globally certified across both Kantata platforms, developing deep product expertise used to advise customers and coach colleagues.
• Led customer change management, training and enablement programmes supporting adoption of new systems, workflows and operating practices.
• Used customer usage data, health indicators and business context to prioritise engagement, identify risks early and develop proactive recovery plans.
• Partnered across Sales, Product, Support and Professional Services to resolve complex customer requirements, coordinate specialists and deliver cohesive outcomes.
• Supported broader APAC expansion through market research, operating due diligence and engagement with the Victorian Government on regional growth initiatives.

Assistant Manager – Tax at SHINEWING AUSTRALIA (formerly Moore Stephens) (2013 – 2017)

• Advised complex private businesses, property groups and family groups, translating technical taxation and financial analysis into clear commercial recommendations.
• Built and delivered a Fringe Benefits Tax advisory programme involving business development, new-client acquisition and senior stakeholder engagement across multiple industries.
• Managed client engagements, billing and work-in-progress; identified service and commercial improvement opportunities and negotiated annual client agreements.
• Led the firm's Australian Federal Budget review and publication process, including participation in the stakeholder lock-up in Canberra.

Director | Not-for-Profit Leadership at JOURNEYS TO ADULTHOOD (2007 – 2018)

• Established and led a not-for-profit delivering development programmes for families, with responsibility for governance, financial management, compliance, stakeholders and programme delivery.
• Developed collaborative programmes with Rotary Clubs supporting families impacted by the Victorian floods.

Graduate Diploma of Chartered Accounting in Chartered Accounting – Chartered Accountants Australia and New Zealand

Bachelor of Commerce in Accounting – Swinburne University of Technology