I’m a Senior Customer Success leader with 17+ years’ experience helping organisations onboard, retain, and grow customers across SaaS, digital health, defence, and regulated technology environments.
Most recently, I owned large, segmented Customer Success portfolios (up to 300 accounts) spanning SMB, mid-market, and enterprise customers, supporting low-to-mid eight-figure ARR books of business. My work has focused on strengthening onboarding and early adoption to improve time-to-value (~25–30%), reduce stalled or restart implementations (~30–40%), and protect Net Revenue Retention (NRR) by identifying and addressing risk early in the customer lifecycle.
I operate comfortably in executive-facing environments, managing customer health at scale through early risk indicators, portfolio-level governance, and clear executive communication. I’m known for a calm, structured leadership style that balances customer outcomes, adoption stability, and long-term retention, particularly in complex, high-pressure environments.
I’m currently focused on senior Customer Success roles where I can drive onboarding excellence, adoption, retention, and customer value at scale.More...