Graham Bates

I am a Customer Success and Onboarding Specialist with 7+ years' experience supporting clients across SaaS, e-commerce, and B2B/B2C environments. I specialise in guiding new customers through onboarding, delivering tailored training, and proactively driving early adoption to secure successful outcomes.

Throughout my career I have led teams, coached colleagues, and handled escalations while consistently exceeding KPIs and supporting revenue growth. I have hands-on experience with platforms such as Shopify, Magento, WordPress and Xero, and regularly produce operational reports to identify trends and service improvements.

I combine strong multi-channel communication (phone, email, chat/IM) with a pragmatic, problem-solving approach to resolve issues swiftly and maintain high customer satisfaction. I have managed onboarding programs, promoted premium services, and ensured accuracy in customer and financial records.

I bring a proactive, organized mindset and a focus on process improvement, retention and measurable outcomes. I am motivated to help companies increase adoption and lifetime value by building trusted customer relationships and delivering clear, effective onboarding experiences.