PERSONAL STATEMENT
Results-driven customer success manager with 7+ years of industry experience in building customer loyalty and fostering long-term client relationships in a fast-paced B2B environment. Committed to expanding business reach and sustainability through data-driven approaches that ensure positive customer experiences and revenue growth. Dedicated to increasing business productivity and profitability in a supportive working environment.
WORK EXPERIENCE
Customer Success Manager
Walters PLC
August 2019–Present, Exeter
- Directed all stages of company effort towards lead generation, business adoption, and ensuring long-term customer patronage
- Expanded client base from 200 to 1000 through excellent customer service and proactive communication
- Increased company revenue by a quarterly average of 15% through strategic customer management, cross-department strategy building, and SLA delivery
- Achieved 80% annual customer renewal rate across 800 clients in 10 countries
- Exceeded annual company customer growth target for 2020 while cutting costs by 47%
Customer Success Manager
Bloom PLC
May 2017–August 2019, Plymouth
- Led team of 5 to manage all stages of customer lifecycle through exemplary customer service that reduced unsubscriptions by 70%
- Championed launch of 2 online platforms for client complaints and ensured guaranteed follow-up to provide timely resolution of complaints, boosting customer satisfaction by 60%
- Implemented customer assistance via video chat and WhatsApp for 24-hour live interaction to improve in-person engagement, resulting in a 58% increase in revenue
- Successfully leveraged AI technologies such as chatbots and real-time transcription to improve customer experience, leading to a 5/5 rating on yearly client satisfaction surveys
- Designed and coordinated 6+ strategic marketing campaigns to increase revenue by 60%, generate leads, and improve customer service over 18 months
Customer Success Manager
Sage Inc.
January 2015–April 2017, Bristol
- Managed 150+ existing customer portfolios, onboarded 60 more over two years, and increased customer loyalty by 80%
- Received Best Staff Member of the Year award in recognition of excellent service
- Reduced churn by 45% through customer-driven approaches, including proactive communication, improved onboarding experiences, and targeted seasonal incentives
- Converted 90% of referrals into sales references through upselling to exceed sales targets
- Strategised a 60% increase in customer retention from campaigns using Salesforce and CustomerGuage to gain insight into customer behaviour and marketing trends
EDUCATION
Master of Science, Business Administration
University of Leicester
2013–2015, Leicester
Bachelor (Hons), Marketing
University of Leicester
2009–2013, Leicester
KEY SKILLS
- Expert organisational skills
- Proficient in Trello, Salesforce, CustomerGuage
- Excellent customer service skills
- Great people skills
- Fluent in English and Spanish
- Creative problem-solving
- Superb time management
HOBBIES & INTERESTS
- Socialising with friends and family
- Playing football weekly
- Gardening
- Reading non-fiction books
- Solving puzzles
- Fishing