Open to opportunities

Sharon Sen

@sharonsen

Message

Results-oriented Enterprise Customer Success Manager with SaaS expertise.

United Kingdom

Message

What I'm looking for

I am looking for a role that values client relationships, encourages innovation, and offers opportunities for professional growth.

I am a results-oriented Enterprise Customer Success Manager with over 8 years of experience in Enterprise-level SaaS solutions. My expertise lies in application implementation and digital transformation, where I have successfully managed portfolios exceeding $4M ARR. I am passionate about driving product adoption and fostering long-term client relationships, ensuring that client objectives align with innovative solutions.

Throughout my career, I have demonstrated my ability to enhance client engagement through discovery sessions and optimization workshops. My role as a technical support lead has allowed me to educate internal teams on product updates while efficiently resolving escalations. I take pride in my accomplishments, such as expanding and retaining client bases, achieving high renewal rates, and providing valuable insights for product enhancements based on systematic feedback loops.

In my previous positions, I have collaborated with sales and technical teams to deliver tailored success plans, negotiated renewals with major public sector organizations, and implemented seamless onboarding processes for new clients. I am dedicated to delivering measurable business outcomes and continuously improving service quality for my clients.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

StepsandCo

Feb 2025 - Present (3 months)

Managed a diverse portfolio of Enterprise accounts, ensuring successful onboarding and adoption of SaaS solutions. Conducted discovery sessions and optimisation workshops, enhancing client engagement and campaign success. Acted as a technical support lead, educating internal teams on product updates and resolving escalations efficiently.

SaaS Customer Success Onboarding Technical Support Client Engagement Escalation Management Renewals Upselling

Senior Customer Success Team Manager

Methods

Sep 2020 - Feb 2025 (4 years 5 months)

Collaborated with sales and technical teams to deliver tailored success plans aligned with customer goals. Proactively managed Enterprise accounts, ensuring high satisfaction, risk mitigation, and value realisation. Served as the primary contact for cross-functional collaboration, resolving escalations and advocating for product improvements.

Digital Transformation Customer Success Account Management Stakeholder Management Risk Mitigation Cross Functional Collaboration Negotiation

Customer Support Manager

Kings IFM

Jun 2017 - Aug 2020 (3 years 2 months)

Directed service desk operations, managing a team of 10 operatives and over 400 daily calls. Implemented advanced tools such as Zendesk and reconfigured systems for efficiency. Collaborated with NHS teams to ensure compliance with SLAs and improved service quality.

Service Desk Team Leadership Zendesk System Configuration SLA Management Quality Process Improvement IVR

Scheduling Officer

HCPC

Nov 2013 - May 2017 (3 years 6 months)

Led a team responsible for scheduling hearings, acting as a key contact for complaints and escalations. Recruited and developed team members, enhancing performance and efficiency. Delivered comprehensive reports and recommendations for operational improvements.

Team Leadership Scheduling Escalation Management Recruitment Reporting

Recruitment Coordinator

Michael Page International Recruitment Limited

Jan 2011 - Oct 2013 (2 years 9 months)

Designed and executed recruitment strategies, ensuring top-tier candidate experience and retention. Managed assessment activities and database systems, enhancing talent acquisition efficiency. Organised and coordinated the Annual Managerial conference with a team of 5.

Recruitment Strategy Talent Acquisition Database Management Event Coordination Presentation Skills