I'm a seasoned customer-focused leader with over 20 years of experience building, scaling, and optimising post-sale operations for SaaS businesses at various growth stages. Having navigated multiple start-ups, scale-ups, and corporate acquisitions (including SAP), I specialise in transforming fragmented support structures into cohesive, high-performing global operations. My expertise lies in building the right foundations for Customer Support and Customer Success functions that scale efficiently as your business grows. What I bring to your SaaS business: Team Building & Structure: I design appropriate team structures, create clear career pathways, and build high-performing global teams that deliver exceptional customer experiences. I've managed teams ranging from 1 to 80+ members across multiple geographies. Process Optimisation: I implement scalable processes that improve operational efficiency while maintaining quality. At Checkout.com, I reduced resolution times by 50% while improving SLA adherence through transformed queue management. Systems Implementation: I select, implement, and optimise customer-facing systems that support your growth while enabling valuable insights. Strategic Revenue Focus: I align customer operations with business goals, ensuring post-sale teams contribute directly to revenue retention and growth. At Clicktools, we maintained ＞90% retention and achieved 100% of upsell targets. Executive Collaboration: I work seamlessly with leadership teams to ensure proper resourcing, strategic alignment, and visibility into customer health and opportunities. I'm particularly effective at establishing the right foundations for early-stage companies and transforming existing operations for scale-ups facing growth challenges. Whether you need to build a customer success function from scratch, transform support operations, or optimise your existing customer journey, I can help. Based in Bournemouth, UK, I'm available for remote fractional leadership roles with B2B SaaS companies worldwide.