Annie Wallace
@anniewallace
Customer Success Leader with expertise in B2B SaaS.
What I'm looking for
I am a dedicated Customer Success Leader with three years of experience in B2B SaaS and six years in client-facing commercial roles. I have successfully managed a £1.2M ARR across over 50 accounts, achieving an impressive 102% Net Revenue Retention (NRR). My focus has been on implementing scalable onboarding and renewal strategies that enhance customer satisfaction and drive business growth.
Throughout my career, I have honed my skills in process optimization and Customer Relationship Management. I take pride in building high-performing teams and leveraging customer insights to drive product innovation. My experience includes leading a team of Customer Success Managers at Vamoos, where we exceeded targets and achieved a 75 NPS. I am passionate about delivering exceptional client outcomes and continuously improving processes to maximize efficiency.
Experience
Work history, roles, and key accomplishments
Head of Customer Success
Vamoos
Oct 2024 - Present (8 months)
Built and led a team of 3 Customer Success Managers, consistently exceeding targets with 102% NRR and 75 NPS. Managed a £1.2M ARR portfolio across 50+ customers, overseeing the entire customer journey from onboarding to renewal.
Customer Success Manager, Team Lead
Vamoos
Jun 2022 - Present (3 years)
Owned end-to-end renewals for 500 customers, achieving 102% NRR and developing high/low-touch onboarding processes for efficiency. Drove product innovation by collaborating with tech and strategy teams, implementing 50+ feature requests and launching a new knowledge base.
Customer Success Manager
Vamoos
Jan 2022 - Present (3 years 5 months)
Independently rebuilt the post-COVID Customer Success function, securing and stabilising a £600k ARR customer base. Managed 300 clients, overseeing onboarding, support, and all account management activities, leading to a promotion within 6 months.
Client Services & Operations Manager
Cluttons LLP
Jan 2021 - Present (4 years 5 months)
Built strong B2B and B2C client relationships by providing tailored onboarding and support. Identified upsell opportunities and successfully negotiated new contracts.
Client Services Manager
Parks Lettings
Sep 2019 - Present (5 years 9 months)
Delivered exceptional client support in a fast-paced environment, ensuring high client satisfaction. Managed complex contracts and legal documentation, demonstrating strong attention to detail and organisational skills.
Client Services Coordinator
Parks Lettings
Sep 2018 - Present (6 years 9 months)
Provided essential client support and administrative assistance in a dynamic setting. Maintained accurate records and managed documentation, developing foundational organisational and detail-oriented skills.
Education
Degrees, certifications, and relevant coursework
Colyton Grammar School
A-Levels, Mathematics, English Literature, Chemistry
Grade: A-Levels: A*AAB; AS-Level French: B; GCSEs: 10 x A*
Studied 4 A-Levels in Maths, Further Maths, English Literature, and Chemistry, achieving grades A*AAB. Also completed an AS-Level in French with a grade B. Achieved 10 A* grades in GCSEs, demonstrating strong academic performance across various subjects.
University of Sussex
Bachelor of Arts (Hons), English Language and Linguistics
Grade: Upper second class honours with a first-class dissertation (2:1)
Completed a Bachelor of Arts (Hons) in English Language and Linguistics, achieving an upper second class honours with a first-class dissertation. The program included a proficiency in Spanish, enhancing linguistic and cultural understanding.
Availability
Location
Authorized to work in
Job categories
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