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JONATHAN KNIGHT

@jonathanknight

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Customer Success Executive with a focus on revenue retention strategies.

Romania

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What I'm looking for

I am looking for a role that allows me to leverage my expertise in customer success to drive retention and growth, while fostering a collaborative and innovative company culture.

I am a Customer Success Executive with over 15 years of experience in customer experience and more than 7 years dedicated to building scalable, retention-focused Customer Success teams and operations. My career has been marked by a proven track record in architecting sustainable customer journeys and leading strategic renewals that contribute to significant revenue retention.

Throughout my journey, I have been recognized for my ability to build high-performing teams and optimize customer success processes. My experience spans various roles, from managing customer care functions to leading customer success initiatives that protect over $15 million in annual revenue. I thrive in SaaS environments, where I leverage data-driven decision-making to enhance customer satisfaction and loyalty.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Care

Current

Netex

Jul 2024 - Present (10 months)

Oversee the customer care function, ensuring high-quality service delivery and customer satisfaction. Lead sales teams, develop customer care strategies, monitor KPIs, and optimize tools and workflows to enhance customer experience.

KPIs Team Leadership Escalation Management Customer Satisfaction Cross Functional Collaboration Workflow Optimization Customer Retention Data Analysis

Associate Director, Customer Success

Instapage

Nov 2022 - Nov 2023 (1 year)

Drove customer renewals and retention across enterprise accounts, implemented customer segmentation, and established churn prevention frameworks. Led a team focused on strategic renewals and customer advocacy.

Customer Retention Customer Segmentation Predictive Analytics Team Leadership Cross Functional Collaboration Customer Advocacy Churn Prevention

Customer Success Team Lead

Instapage

Jun 2021 - Nov 2022 (1 year 5 months)

Led renewal strategies and developed internal playbooks for escalation management. Increased team performance through coaching and proactive account management.

Escalation Management Performance Account Management Customer Engagement Cross Functional Collaboration Data Analysis

Customer Success Manager

Instapage

Jul 2018 - Jun 2021 (2 years 11 months)

Managed a $2.5M portfolio, focusing on customer adoption and upselling. Spearheaded onboarding programs and initiatives to enhance customer satisfaction and feature adoption.

Portfolio Management Upselling Onboarding Customer Satisfaction Cross Functional Collaboration Data Driven Decision Making Customer Engagement

Technology Consultant

BearingPoint

Jan 2016 - Dec 2017 (1 year 11 months)

Managed a €5M+ telco project, integrating customer success touchpoints into the delivery pipeline and coordinating global tech teams for alignment with customer value goals.

Project Management Customer Value Technology Consulting Stakeholder Engagement Process Improvement Data Analysis Communication Skills Strategic Planning

IT Specialist

Bosch Security Systems

Jan 2011 - Jan 2016 (5 years)

Centralized EMEA support and built systems to scale customer operations, contributing to significant growth through improved post-sales support structures.