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@bukypedro
Senior Customer Success leader driving retention, expansion, and scalable SaaS outcomes.
United KingdomI 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.
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Work history, roles, and key accomplishments
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.
QILed 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.
QIManaged a portfolio of enterprise accounts, increased cross-sell/upsell penetration by 15%, and implemented risk-mitigation plans to protect at-risk revenue.
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.
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.
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%.
Degrees, certifications, and relevant coursework
MUBachelor of Arts (Honours), Business Studies & Law
Completed a Bachelor of Arts (Honours) in Business Studies & Law.
ECFoundation Course, International Business
Completed the International Business Foundation Course with contextual studies.
Legal Secretarial Diploma (Level 2), Legal Secretarial Studies
Achieved a Legal Secretarial Diploma with City & Guilds/CILEX Level 2.
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.
United KingdomYou can contact Buky and 90k+ other talented remote workers on Himalayas.
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