CloudMSenior Customer Success Manager
Mar. 2021 - Apr. 2024Manchester, England, United Kingdom• Spearheaded operations as the lead for our technical B2B SaaS product, handling the onboarding, product adoption, retention and strategic development of 30 key enterprise accounts with a combined value of over £1million. • Built tailored success plans, alongside adapting the customer journey, and providing exceptional customer service, resulting in high customer satisfaction and a positive impact on the company's Annual Recurring Revenue (ARR). • Identified and capitalised on sales opportunities and upsells, working to influence continually increase revenue and exceed sales targets. • Collaborated with Account Managers to close deals and successfully introduced new products and services to customers, generating a positive impact on ARR. • Analysed product request trends and pitched them to the product and development teams, resulting in the launch of two highly successful new products. • Contributed to the building of a new Customer Success Team and developed streamlined processes to automate touchpoints, webinars, and NPS surveys for 400 SMB tech touch accounts, resulting in a notable increase in customer engagement and satisfaction. • Conducted quarterly business reviews and NPS surveys to stay informed about customers' ever-changing needs and proactively identified opportunities to provide exceptional customer service. • Demonstrated exceptional customer service by going above and beyond to deliver the "wow factor" to customers, consistently increasing customer referrals as a result, and gaining recognition from Senior Management.