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Sophie Smallwood

@sophiesmallwood

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Strategic customer success leader with 20+ years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that values customer-centric strategies and fosters innovation in customer success.

I’m a strategic customer success leader who’s built and scaled operations across EMEA, managing €40M+ customer portfolios with 90%+ renewal rates, 110%+ NRR while leading teams of 9+ professionals. I bring proven ability to turn skeptics into advocates, deep understanding of enterprise decision-making from both sides of the table, and the strategic thinking that comes from building businesses rather than just managing accounts.

I’m motivated by the ability to drive impact in optimizing performance for enterprise customers in SaaS. Love to chat!

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Success

Current

Spryker

Sep 2023 - Present (2 years 3 months)

Led the strategy for a
40M portfolio, managing 9 CSMs to achieve over 90% GRR and 110% NRR. Implemented data-driven health scoring and proactive intervention strategies, resulting in a 15% reduction in churn.

PaaS Customer Success Management Data Driven AI Tools Workflow Optimization Project Management Leadership GRR NRR Improvements Churn Risk Management Operational Excellence Value Realization Product Feedback Stakeholder Engagement Stakeholder Relationship Management

Strategic Client Success Manager

Head of Customer Success, Magento

eBay

Apr 2012 - Dec 2015 (3 years 8 months)

Led a team of 5 CSMs managing a $36M+ portfolio of over 1000 enterprise and mid-market accounts. Achieved a 29-point NPS increase across the portfolio through systematic customer success initiatives.

Marketplace NPS Score Management Customer NPS Program Expansion Discussions Team Building PaaS Stakeholder Management Stakeholder Engagement Relationship Building Growth Strategy CSAT (Customer Satisfaction Scoring)NPS Strategic Account Management Customer Retention Customer Lifecycle Management

Account Director

ADK America

Oct 2011 - Apr 2012 (6 months)

Grew new business development by 13% and executed marketing strategies for FMCG and travel clients. Managed key accounts and ensured successful campaign delivery.

Business Development Marketing Strategy Account Management FMCG Travel Industry Client Relations

Real Estate Broker

Shorewood Realtors

Apr 2009 - Oct 2011 (2 years 6 months)

Built and managed a $12M residential real estate sales business. Oversaw all aspects of sales and business operations.

Real Estate Sales Business Operations Client Management Market Analysis Negotiation

Marketing Manager

TripAdvisor

Apr 2007 - Apr 2009 (2 years)

Secured $700K in travel partnerships and served as a media spokesperson. Developed and maintained strategic alliances to drive business growth.

Partnership Development Media Relations Strategic Alliances Business Growth Content Management Public Speaking

Strategic Account Executive

George P. Johnson

Aug 2005 - Apr 2007 (1 year 8 months)

Managed $21M experiential marketing projects for Toyota/Lexus. Secured over $500K in partnerships, ensuring successful event execution.

Event Management Project Management Client Relations Budget Management

Team Manager

Phelps Group

Dec 2002 - Aug 2005 (2 years 8 months)

Led marketing campaigns for travel and FMCG clients, including Malaysia Airlines and Whole Foods Market. Managed accounts and projects from conception to completion.

Account Management Project Management Marketing Campaigns Travel Industry FMCG Client Communication

Education

Degrees, certifications, and relevant coursework

Techstars

Workforce Development Accelerator, Workforce Development

Participated in the Techstars Workforce Development Accelerator, a program designed to support and scale innovative solutions in workforce development. Focused on strategies to enhance skills and opportunities in the modern economy.

Columbia University

eLab Fellowship, Future of Work

Completed the Future of Work eLab Fellowship program, focusing on innovative approaches and strategies for the evolving landscape of work. Gained insights into emerging trends and technologies shaping the future of employment.

San Diego State University

B.A. Advertising, Advertising

Grade: Summa Cum Laude (GPA: 3.93/4.0)

Graduated Summa Cum Laude with a Bachelor of Arts in Advertising, demonstrating exceptional academic performance. Studied principles of advertising, marketing, and communication strategies.