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Harley M

@harleym

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Customer Success Manager at Trustpilot who grew Anker Technology from £10k to £157k.

United Kingdom

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At Trustpilot Group PLC, I managed 200+ mid-market and enterprise SaaS customers across onboarding, adoption, retention, renewals, and expansion. I exceeded annual commercial targets for three consecutive years.

I grew Anker Technology from £10k to £157k through tailored account strategies and engagement. I also expanded Lloyds Bank from £240k to £295k on a three-year agreement and Euro Car Parts from £28k to £82k on a two-year agreement.

I created strategic account and Customer Success Plans, led Quarterly and Executive Business Reviews, and monitored customer risk. I documented account activity in Salesforce Lightning and Planhat.

Earlier at GlobalData PLC - Arena International Pharmaceuticals, I managed sponsorship partnerships across global pharmaceutical, biotech, clinical trial, and supply conferences. I also managed the full delegate sales cycle for pharmaceutical and oncology events.

Experience

Work history, roles, and key accomplishments

Customer Success Manager (Mid-Market & Enterprise)

Trustpilot Group PLC

Apr 2023 - Mar 2026 (2 years 11 months)

Managed 200+ enterprise and mid-market SaaS customers across onboarding, adoption, retention, renewals and expansion. Exceeded annual commercial targets for three consecutive years, achieving 108%, 114% and 135%.

Associate Customer Success Manager - SMB

Trustpilot Group PLC

Nov 2021 - Apr 2023 (1 year 5 months)

Managed a portfolio of 60+ SMB customers, supporting onboarding, platform adoption and customer retention. Exceeded annual commercial targets for 2 consecutive years, achieving 110% and 112%.

SaaS Customer Success Onboarding Platform Adoption Customer Retention Customer Health Monitoring Churn Risk Management Customer Education Salesforce Lightning Planhat

Sponsorship Account Manager

GlobalData PLC - Arena International Pharmaceuticals

Jul 2019 - Sep 2021 (2 years 2 months)

Directed sponsorship strategy across 12 global pharmaceutical, biotech, clinical trial and supply conferences, tailoring packages to partner objectives. Managed C-level and director relationships, supporting long-term executive partnerships, contract renewals and repeat business.

Sponsorship Strategy Account Management Stakeholder Engagement Contract Renewal New Business Development Consultative Selling Event Management Revenue Growth

Delegate Sales Executive

GlobalData PLC - Arena International Pharmaceuticals

Oct 2018 - Jul 2019 (9 months)

Consistently exceeded sales targets, contributing to more than 14% revenue growth within the delegate sales team. Managed the full delegate sales cycle for pharmaceutical and oncology events, building new and repeat business through proactive outreach and relationship management.

Sales Delegate Sales Relationship Management Proactive Outreach Revenue Growth Event Sales

Education

Degrees, certifications, and relevant coursework

University of Northampton

Bachelor of Science, Physiotherapy

2013 - 2016

Grade: Upper Second-Class Honours (2:1)

BSc Physiotherapy with Upper Second-Class Honours (2:1). Developed needs-assessment and problem-solving skills, translating complex information into personalised, outcome-focused plans.