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.
