Open to opportunities

Buky Pedro

@bukypedro

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Senior Customer Success leader driving retention, expansion, and scalable SaaS outcomes.

United Kingdom

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What I'm looking for

I seek a senior Customer Success role where I can scale CS frameworks, reduce churn, drive expansion, mentor teams, and collaborate with executives in a data-driven, growth-focused company.

I am a Senior Customer Success Manager with 7+ years leading enterprise SaaS accounts, focused on retention, adoption, and measurable ROI. I partner with executive stakeholders to align customer success programs with business objectives and investor priorities.

I have designed and rolled out scalable CS frameworks that cut churn by 20% and accelerated time-to-value through targeted onboarding programs. I led teams managing FTSE 500 accounts worth $1M+ ARR each, achieving a 95% renewal rate and identifying $500K in expansion opportunities.

My strengths include building success playbooks, running QBRs, customer journey mapping, VOC initiatives, and driving cross-functional collaboration to optimize product adoption. I consistently deliver high client satisfaction scores (90%+) and maintain rigorous renewal and pipeline documentation practices.

I am proficient in Salesforce, Totango, Planhat, Jira, Tableau, Zendesk, HubSpot, Airtable, Asana, Spekit and MS Office/Google Suite. I bring a pragmatic, results-oriented approach to scaling customer success and mentoring high-performing teams.

Experience

Work history, roles, and key accomplishments

Senior Client Success Manager

The Vine Services Ltd

Jan 2024 - Jan 2025 (1 year)

Designed and rolled out scalable customer success frameworks for SaaS founders, cutting churn by 20% and boosting adoption while delivering training with >90% satisfaction scores.

Customer Success Onboarding VOC分析 Success Playbooks Training Process Optimization

Senior Client Success Manager

Q4 Inc

Jan 2023 - Jan 2024 (1 year)

Led a team managing FTSE 500 enterprise accounts (~$1M+ ARR each), achieving a 95% renewal rate and identifying $500k in expansion opportunities through upsell and strategic account growth.

Enterprise Account Management Renewals Salesforce Totango Stakeholder Management VOC分析 Team Leadership

Client Success Manager

Q4 Inc

Jan 2022 - Jan 2023 (1 year)

Managed a portfolio of enterprise accounts, increased cross-sell/upsell penetration by 15%, and implemented risk-mitigation plans to protect at-risk revenue.

Account Management Upselling Risk Mitigation CRM

Client Success Coordinator

Avado Learning

Jan 2020 - Jan 2022 (2 years)

Served as Google Accounts Lead for global Digital Academy programs (5,000+ learners), optimized onboarding to boost learner satisfaction and built dashboards to streamline reporting.

Onboarding Program Management Stakeholder Management Dashboards Client Engagement LMS Data Analysis

Senior Customer Support Manager

KabuKabu UK

Jan 2018 - Jan 2020 (2 years)

Onboarded and supported corporate clients, supervised a team of client associates, and translated customer insights into product recommendations to exceed KPI targets.

Customer Support Management Team Supervision Onboarding KPI Analysis Product Feedback Project Delivery

Personal Assistant / Legal Secretary

Lloyds Banking Group

Jan 2008 - Jan 2017 (9 years)

Provided executive-level support within the Legal division, improving admin systems and SharePoint processes and reducing contractor/secondee ramp-up time by 30%.

Executive Support SharePoint Process Improvement Reporting Onboarding

Education

Degrees, certifications, and relevant coursework

Middlesex University

Bachelor of Arts (Honours), Business Studies & Law

Completed a Bachelor of Arts (Honours) in Business Studies & Law.

Exeter College

Foundation Course, International Business

Completed the International Business Foundation Course with contextual studies.

City & Guilds / CILEX

Legal Secretarial Diploma (Level 2), Legal Secretarial Studies

Achieved a Legal Secretarial Diploma with City & Guilds/CILEX Level 2.

SuccessCOACHING / SuccessHACKER / Gainsight / Google Squared / Dot Native

Professional Certifications, Customer Success / Digital Marketing

Completed professional certifications including CCSM Level 1, Customer Success Manager Level 2, Gainsight Pulse+ Customer Success Fundamentals, and digital marketing courses.