Open to opportunities

Michael Lotz

@michaellotz

Message

Experienced Customer Success Leader with a focus on onboarding strategies.

Ireland

Message

What I'm looking for

I seek a role that values collaboration and offers opportunities for strategic impact in customer success.

I am a collaborative and strategic Customer Success Leader with over 10 years of experience in tech-enabled services and B2B operations. My career has been defined by my ability to design scalable onboarding frameworks and lead cross-functional teams to deliver measurable results, including significant NRR growth and reduced churn. I have successfully implemented optimized onboarding strategies that achieved a 97% retention rate and reduced Time to First Value by 25%.

Throughout my career, I have demonstrated a strong ability to influence senior stakeholders and secure executive buy-in for initiatives that enhance customer experiences. My global expertise spans across EMEA and the US, where I have collaborated with teams in various countries to support clients effectively. I am passionate about driving customer advocacy and leveraging digital-first engagement strategies to foster success in distributed teams.

Experience

Work history, roles, and key accomplishments

Current

Category Manager

Current

Accelerate Equestrian

Feb 2024 - Present (1 year 8 months)

Negotiated supplier terms achieving 8% cost savings YOY while safeguarding service levels. Introduced supplier performance scorecards improving compliance across vendor base.

Supplier Management Compliance Cross Functional Collaboration

Current

Customer Success Manager

Current

Accelerate Equestrian

Feb 2024 - Present (1 year 8 months)

Delivered 98% CSAT while maintaining <3 min average response time for onboarding clients. Reduced Time to First Value by 25%, driving adoption and product activation rates.

Onboarding Customer Satisfaction Activation Client Engagement

Head of Sales & Operations

Klaremont

Jan 2014 - Dec 2020 (6 years 11 months)

Expanded a major account from £12K to £500K+ annual revenue, maintaining profitability. Led e-commerce platform migration achieving 75% adoption within 90 days.

Sales Leadership Operations Management Account Management E Commerce Migration

Education

Degrees, certifications, and relevant coursework

University of South Africa (UNISA)

Postgraduate Certificate, Education

2009 - 2010

Obtained a Postgraduate Certificate in Education, developing advanced pedagogical skills and educational theories. Focused on curriculum development, teaching methodologies, and assessment strategies.

Durban Institute of Technology

Higher National Diploma, Marketing

2003 - 2005

Completed a Higher National Diploma in Marketing, focusing on core marketing principles and strategies. Gained foundational knowledge in market analysis, consumer behavior, and promotional techniques.