Joél Richards | Customer Success Leader | SaaS | Strategic Partnerships | Growth & Retention
Hi, I’m Joél, a people-first Customer Success professional with 15+ years’ experience helping tech and SaaS companies build stronger client relationships, boost retention, and unlock growth through tailored, strategic solutions.
I’ve worked across startups and large organisations, leading onboarding, technical account management, and customer engagement that drives results. Whether it's improving NPS, reducing churn, or identifying upsell opportunities, I focus on understanding what really matters to clients; and delivering value that lasts.
I’ve helped businesses increase Gross Renewal Rates to 93%, maintain 95%+ CSAT scores, and grow revenue by aligning technical solutions with real business goals. I’m confident working across teams, managing key accounts, and making sense of data to inform smart decisions.
Tools-wise, I’m hands-on with Salesforce, HubSpot, and all the metrics that matter — NPS, CSAT, GRR, NRR — but at the end of the day, it’s all about people, clear communication, and building trust.
I’m currently open to opportunities where I can make a real impact, support clients to succeed, and be part of a forward-thinking team.More...