Customer Success Manager

Managed more than 200 mid-market and enterprise SaaS customers across onboarding, adoption, retention, renewals, and expansion. Created strategic account and Customer Success Plans aligned with customer objectives, adoption milestones, and commercial growth opportunities.

Exceeded annual commercial targets for three consecutive years, achieving 108%, 114%, and 135%. Grew Anker Technology from £10k to £157k, expanded Lloyds Bank from £240k to £295k on a three-year agreement, and increased Euro Car Parts from £28k to £82k on a two-year agreement.

Led Quarterly and Executive Business Reviews, presenting adoption, ROI, and business impact to executive stakeholders. Monitored customer risk, led recovery plans, maintained renewal and expansion forecasts, and coordinated account decisions using Salesforce Lightning and Planhat.

Managed a portfolio of more than 60 SMB customers, supporting onboarding, platform adoption, customer retention, and ongoing account engagement. Monitored customer-health metrics and engagement signals to identify churn risk and prioritise proactive support.

Exceeded annual commercial targets for two consecutive years, achieving 110% and 112%. Delivered customer education to improve platform utilisation, supported senior account managers with enterprise accounts, and collaborated with sales and cross-functional teams to align customer and business objectives.

Identified service process improvements and facilitated product training for the team.

Directed sponsorship strategy across 12 global pharmaceutical, biotech, clinical trial, and supply conferences, tailoring sponsorship packages to partner objectives. Managed C-level and director relationships to support long-term executive partnerships, renewals, and repeat business.

Secured new business with CROs including Parexel and Clinchoice, and coordinated TFS Health Science client acquisition that generated more than £80k in revenue. Drove event revenue beyond annual targets through consultative presentations and bespoke sponsorship proposals.

Represented the business at international events, coordinating face-to-face stakeholder engagement and service delivery to develop future commercial opportunities.

Managed the full delegate-sales cycle for pharmaceutical and oncology events, building new and repeat business through proactive outreach, relationship management, and consultative sales activity.

Consistently exceeded sales targets and contributed to more than 14% revenue growth within the delegate-sales team.

Upper Second-Class Honours (2:1). Developed needs-assessment, problem-solving, communication, relationship-building, evidence-based research, critical analysis, collaboration, prioritisation, and professional accountability skills through academic study and practical training.