Open to opportunities

Richard Christie

@richardchristie

Message

I build Customer Success teams and retention frameworks that grow SaaS revenue and customer advocacy.

United Kingdom

Message

What I'm looking for

I'm looking to lead Customer Success in a SaaS or technology-driven business, building scalable teams, retention frameworks, and customer-centric operations that improve adoption, renewals, expansion, and measurable client outcomes.

At The Learning and Performance Institute, I lead Customer Success strategy for an L&D and EdTech SaaS marketplace, improving retention from 74% to 92% and NPS from 0% to 52%. I partner with commercial and product teams to turn customer insight into stronger adoption, renewal, pricing, and service outcomes.

Previously, at The Skills Network, I built a Customer Success team and renewals division that increased retention from 54% to 91% within six months. My earlier hospitality leadership roles across Hilton, Marco Pierre White, Hotel du Vin, and Marriott developed my commercial, operational, and customer-service focus, including leading multi-site launches, improving profitability, and managing high-performing teams.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Success

Current

The Learning and Performance Institute

Nov 2022 - Present (3 years 10 months)

Lead Customer Success strategy and operations for the L&D and EdTech SaaS marketplace, managing partnerships with medium-to-large enterprises and SaaS providers globally. Scaled the Customer Success function, improved retention from 74% to 92%, and increased NPS from 0% to 52%.

Customer Success Leadership SaaS Edtech Retention NPS Customer Engagement Data Driven Strategy