Alyce Fitton
@alycefitton
I drive SaaS customer retention, onboarding, and growth across large LMS and client portfolios.
United KingdomWhat I'm looking for
At Mayflower, I manage a 16,000+ user portfolio, reducing churn by 18% and deletion requests by 27% through proactive retention outreach, product adoption support, and complex escalation management.
I've progressed from customer support into onboarding, training, team leadership, and senior customer success roles across SaaS and LMS platforms. I work closely with customers, technical, product, and development teams to improve onboarding, system functionality, and long-term account success.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Mayflower
Sep 2024 - Apr 2026 (1 year 7 months)
Managed a portfolio of 16,000+ users, reducing churn by 18% and deletion requests by 27% through proactive outreach. Delivered 30-50 personalised campaigns weekly and served as primary escalation point for complex issues including GDPR and legal cases.
Software Training & Support Team Leader
The Skills Network
Jun 2022 - Sep 2024 (2 years 3 months)
Led a team of onboarding and training specialists, managing client accounts and delivering training sessions to increase product adoption. Acted as primary escalation point for complex client issues and supported feature rollouts in HubSpot and LMS systems.
Customer Onboarding Executive
EduCare Learning Ltd
Dec 2019 - Jun 2022 (2 years 6 months)
Managed onboarding for new clients including Multi Academy Trusts, universities, and colleges. Delivered training sessions, processed renewals, and used Zendesk and Freshdesk to resolve customer queries.
Customer Service Administrator
EduCare Learning Ltd
Jul 2017 - Dec 2019 (2 years 5 months)
Provided customer support across multiple LMS platforms during a major system rollout. Managed high-volume support channels and logged interactions using CRM systems.
Education
Degrees, certifications, and relevant coursework
Warwickshire College
Extended Diploma, Business and Event Management
2013 - 2015
Pursued an Extended Diploma in Business and Event Management at Warwickshire College from 2013 to 2015.
Myton High School
2008 - 2013
Attended Myton High School from 2008 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Job categories
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