Customer Success Manager

I manage client relationships across the post-sales lifecycle for web and application development projects. My responsibilities include onboarding, requirements gathering, delivery coordination, and ongoing customer support.

I act as the primary client contact and work directly with developers to monitor project progress, resolve technical issues, collect feedback, and ensure delivered solutions meet customer requirements. I also identify opportunities for additional services and support long-term customer satisfaction.

I managed a portfolio of 25 enterprise and mid-market customers representing £1M ARR, owning the post-sales lifecycle from onboarding through renewal and expansion. I maintained 96% logo retention, managed approximately 25 renewal cycles, retained £50K in at-risk ARR, and closed £150K in expansion revenue.

I led more than 15 customer onboardings and feature implementations, delivered approximately 36 QBRs and executive reviews, and managed around 22 customer escalations. I used customer performance and usage data to identify adoption risks and growth opportunities while partnering with Product, Support, and Implementation teams to drive outcomes.

I managed 40 mid-market and enterprise customer accounts representing approximately £750K ARR, achieving 95% logo retention. I identified around £70K in expansion opportunities through engagement, usage insights, and changing customer requirements while supporting renewal activities.

I led 20 customer onboardings and implementations, delivered approximately 50 QBRs and customer reviews, and coordinated the migration of 40 customers to a new platform. I also influenced a change-detection feature through customer feedback and delivered eight post-launch training sessions that achieved full adoption across the portfolio.

I supported 80 customer accounts by providing technical guidance, resolving issues raised through Intercom, gathering requirements, and building extraction blueprints. I implemented customer solutions within approximately one to two weeks and monitored scheduled runs and data quality through delivery.

I delivered 25 customer training sessions and enablement workshops to improve product knowledge and platform adoption. I also identified approximately £40K in expansion opportunities from evolving requirements and partnered with Sales to progress relevant commercial opportunities.

I supported requirements-gathering sessions across two Vodafone projects, translating stakeholder needs into reporting requirements and Power BI solutions. I analysed data from three sources, including app and click data, to assess app performance, visibility, and user engagement.

I built and deployed interactive Power BI dashboards for two stakeholder teams, enabling users to filter, explore, and monitor performance. I also delivered reporting that helped stakeholders compare month-on-month performance and evaluate app positioning and click activity.

Bachelor of Technology in Computer Science. Additional certifications include Customer Success Strategic Management (2026) and Customer Success Foundations from ChurnZero (2026).