Annie Wallace

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.

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.

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.

Built strong B2B and B2C client relationships by providing tailored onboarding and support. Identified upsell opportunities and successfully negotiated new contracts.

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.

Provided essential client support and administrative assistance in a dynamic setting. Maintained accurate records and managed documentation, developing foundational organisational and detail-oriented skills.

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.

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.