I started my own Customer Success Consultancy and Training business focused on helping Customer Success Managers to retain their customers. Create and deliver virtual Customer Service and Customer Success Training Programs across the SaaS Industry Mentor and Coach Customer Success and Support hires in the Tech Industry Set up the go to market Customer Journey for a B2B Martech company Host online webinars to engage existing customers and attract new ones Identify expansion opportunities and assist with upsell opportunities Created the content for my own company website and make regular updates on Wordpress Increased and grew my Social Following on LinkedIn to over 3,000 followers through content sharing and post engagements

Created the Customer Success department for a global SaaS CRM company. Responsible for the customer journey from trial through to subscription, retention, expansion and advocacy. Strategic Leadership Member of the Leadership team where I advised on best practices in terms of pricing and customer lifecycle to maintain a retention rate of 95% Led a team of 5 (included customer success and customer marketing teams) to ensure we provided a world class customer experience in the areas of support, success and account management Set and monitored KPI’s for the customer success team in terms of reviews and customer engagement metrics Hired, trained and coached new and existing team members Customer Onboarding and Adoption Launched new strategies and internal business processes to create a proactive customer success model including call handling, complex case resolution and email templates Educated customers - Rolled out 1:many approach via webinars for both potential and existing customers to increase adoption Increased attendance rate at webinars by 25% Organized customised training sessions for larger customers like Ryanair, Enterprise Ireland and ReMax Customer Retention (engagement and customer health) Increased annual retention rate to 95% through customer health scoring and identifying early intervention on accounts that might churn Led the response to customer escalations, ensuring related actions are followed through to resolution with the applicable team members Acted as the voice of the customer internally and collaborated with other key stakeholders (senior management, engineering, product and marketing teams) on their behalf Created and implemented a customer feedback program and met with Product team once a month to discuss features to be prioritized Led the customer marketing in the adoption of new features and important customer updates Customer Expansion Identified opportunities for upselling more licenses to clients and educated customers on the benefits of upgrading to premium pricing plans Created Customer Success Playbooks for customer renewals, expansion and risk mitigation Educated customers on integration partners so they could get the added value out of the integration and increase product stickiness Customer Advocacy Led a successful affiliate program and encouraged partners to cross sell Built customer advocacy programs to ensure maximum customer satisfaction and have a proven track record of increasing online reviews by over 500% in one year Strategic Partnerships Managed partnerships from idea to campaign launch and promotion with partners like Samsung, Vodafone and Mailchimp Liaised with Franchisors on product adoption, including Best Version Media and Arbonne Launched the Power of Action Program - an initiative to support non profit organizations Key Achievements Rolled out the #Askinitative to further promote the brand via customer testimonials, reviews and case studies Engaged in industry thought leadership by launching the Sales Talk series - hosted various webinars with Industry leaders like Mailchimp, see example: Email Marketing as Your Secret Sales Weapon On the road - Organised and conducted customer interviews as part of our customer success series video and assisted in the launch of the CEO tour