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A User

@auser9

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Senior Customer Success Manager with a focus on client retention.

United Kingdom

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What I'm looking for

I am looking for a role in a dynamic organization that values customer success and offers opportunities for professional growth.

I am a highly motivated strategic success professional with over 10 years of experience in delivering strong client outcomes. My expertise lies in retention, upselling, cross-selling, onboarding, and reducing churn risk by 30% through improved product adoption and engagement strategies. After a planned career break to pursue a property redevelopment project, I am eager to bring my skills to a dynamic organisation focused on scalable success strategies that drive customer loyalty and sustainable growth.

In my most recent role as an Enterprise Customer Success Manager, I owned the full post-sales lifecycle for enterprise customers, implementing structured onboarding processes that resulted in a 40% increase in product adoption. I have a proven track record of generating significant revenue through targeted upsell campaigns and have successfully managed high-touch enterprise accounts across EMEA. My ability to build strong relationships with clients and my commitment to delivering high-quality customer experiences have been key to my success in this field.

Experience

Work history, roles, and key accomplishments

Current

Contract Customer Service Advisor

Current

WTW

Mar 2025 - Present (3 months)

Handled a high volume of inbound calls from pension account holders and financial advisors, addressing general pension inquiries and processing death notifications. Consistently achieved an average 98% call quality rating, reflecting strong communication skills and attention to detail.

Customer Service Pension Inquiries Compliance Communication Skills Empathy Data Management Financial Advisor

Part Time Telephone Interviewer

IFF Research

Nov 2023 - Feb 2025 (1 year 3 months)

Engaged a wide spectrum of stakeholders from vulnerable individuals to CEOs and Finance managers via telephone surveys for UK Government Departments. Built rapport quickly through cold calling and scheduled interviews, consistently surpassing daily targets.

Telephonic Interviewing Stakeholder Engagement Cold Calling Data Collection Communication Empathy

Contract Customer Service Advisor

The White Company

Oct 2024 - Jan 2025 (3 months)

Provided proactive, solutions-focused support in a high-volume contact centre, assisting customers with orders, refunds, and complaints. Consistently handled 50-60 inbound calls daily, achieving a 95% average handling time and 78% first call resolution.

Customer Support Problem Solving Customer Experience Order Management Complaint Handling

Enterprise Customer Success Manager

Launched

Mar 2023 - Oct 2023 (7 months)

Owned the full post-sales lifecycle for Enterprise customers, including onboarding, success planning, and identifying upsell opportunities. Implemented a structured onboarding process, resulting in a 40% increase in product adoption and reduced support dependency.

Customer Success Onboarding Upselling Pro Product Adoption Google Ads Data Analytics

Enterprise Customer Success Manager EMEA

Datastax

May 2022 - Jan 2023 (8 months)

Owned the full onboarding, training, and enablement process for new users, with a strong focus on driving product adoption. Managed 89 Mid-Market accounts across EMEA and supported 12 high-touch Enterprise accounts.

Customer Success Onboarding Pro Product Adoption Account Management Stakeholder Engagement Automation

Customer Success Manager

Totaljobs

Sep 2020 - Dec 2021 (1 year 3 months)

Built and maintained strong relationships with mid-size and enterprise clients, ensuring successful adoption of TotalJobs products. Facilitated customer onboarding and training sessions, achieving an 80% logo retention rate.

Customer Success Client Relationship Management Account Management Onboarding Training Retention

Senior Key Account Manager

Totaljobs

Apr 2019 - Sep 2020 (1 year 5 months)

Managed a portfolio of 45 key accounts valued at £650k, focusing on retention and growth through strategic account planning. Successfully generated over £50k in new business revenue through active prospecting.

Key Account Management Retention Growth Strategies Upselling Prospecting Lead Qualification Value Proposition Business Intelligence

Senior Account Manager

NRI Digital (Subsidiary of Global Data Plc)

Sep 2017 - Oct 2018 (1 year 1 month)

Managed a portfolio of 60 SME accounts across sectors such as aviation, defence, and energy, generating £850k in annual revenue. Proactively identified and pursued global new business opportunities via strategic prospecting.

Account Management Digital Advertising Prospecting Sales Forecasting Market Analysis Renewals Upselling Revenue

Subscription and Advertising Sales Manager

Brad Insight (A Media Business Insight Product)

Oct 2015 - Sep 2017 (1 year 11 months)

Managed end-to-end sales of advertising and subscription packages, achieving over 30% growth in combined revenue. Leveraged data analytics to secure a multi-year £25k deal and reactivated 25 previously churned accounts.

Sales Management Advertising Sales Subscriptions Data Analytics Customer Feedback Salesforce Sales Forecasting Strategic Planning Sales Growth

Junior Account Manager

Progressive Digital Media (now Global Data)

Jun 2012 - Sep 2015 (3 years 3 months)

Promoted within 12 months from New Business Sales Executive to Junior Account Manager, supporting global advertisers on a b2b directory and lead generation platform. Exceeded annual sales quota by 85%, driving significant revenue growth.

Account Management Prospecting Solution Selling Client Engagement Relationship Building Sales Growth Sales Quota B2B Sales

Education

Degrees, certifications, and relevant coursework

University of Westminster

BA Honours, English Language & Literature

Studied English Language & Literature at Westminster University, completing a comprehensive curriculum that enhanced analytical and communication skills.

She Codes

Introduction to Coding, Coding

Completed an introductory coding course focusing on foundational web technologies. Gained practical experience with HTML, JavaScript, CSS, and VS Code.