Head of Client Success

Lead a 15-person Client Success function across three teams serving 126 high-net-worth international clients. Own the Client Success strategy and operating model, aligning service delivery with retention, customer experience, and commercial growth priorities.

Standardized the client lifecycle across onboarding, handovers, implementation, at-risk management, and ongoing support. Established reporting for client health, service performance, capacity, delivery risks, and revenue opportunities, and led the transition of operations to HubSpot and Notion.

Develop Case Officers and Team Leads through coaching, performance frameworks, recruitment, and succession planning. Created policies and workflows for unresponsive, paused, and high-risk clients to enable earlier intervention and consistent risk management.

Led and developed a team of Client Success Managers responsible for SMB client retention, growth, and strategic employee engagement solutions. Set performance expectations, monitored KPIs, and translated organizational goals into actionable team priorities.

Provided coaching, mentorship, and structured professional development to strengthen team capability and support career progression. Managed complex client escalations and supported account renewal, risk-management, and growth strategies.

Partnered with Sales, Product, and Operations to improve client experience, product adoption, and commercial outcomes. Led a Client Success team that generated more than £500K in additional upsell and cross-sell revenue in FY23.

Built strong, long-term client relationships to improve customer satisfaction, retention, and account growth. Managed client renewals and identified opportunities for upselling.

Used client health and engagement data to develop proactive improvement strategies and support better customer outcomes.

Managed social media activity to identify and engage prospective clients and increase interest in villa rentals. Supported property marketing and sales activities that contributed to bookings and brand visibility.

Delivered high-quality customer service throughout the rental journey and maintained positive client engagement.

Managed client enquiries and ensured timely resolution of issues. Maintained accurate client records and consistent communication with customers.

Negotiated pricing and commercial terms to support sales performance and develop long-term business partnerships.