Sophie Stanley
@sophiestanley
I lead Customer Success in SaaS, driving enterprise growth, retention, and CX.
United KingdomWhat I'm looking for
I am a strategic Customer Success leader with 12 years' experience across digital, CX, and customer-led roles, including four years in B2B SaaS. I currently lead global Customer Success, Support, and Account Management at Silktide, owning a $6.5M ARR portfolio.
I deliver results — achieving 104%+ NRR by driving adoption, retention, and expansion through executive briefings, adoption playbooks, and deep customer relationships. I built Gainsight from the ground up and developed a centralised CS hub in Notion to scale onboarding, health scoring, lifecycle automation, and global enablement.
Previously I led SEO, UX, and content programmes in regulated enterprise environments, improving organic performance, accessibility, and compliance. I am calm, curious, commercially minded, and seeking a strategic individual-contributor role where I can work closely with customers and collaborate cross-functionally to drive measurable value.
Experience
Work history, roles, and key accomplishments
Head of Customer Success
Silktide
Oct 2021 - Present (4 years 8 months)
Built and scaled the global Customer Success and Support functions, owning a $6.5M+ ARR portfolio and delivering 104%+ NRR through adoption, retention, and expansion. Led executive briefings, strategic account plans, and implemented Gainsight and lifecycle automation to improve renewal outcomes.
Website Manager
Santander UK
Jan 2020 - Oct 2021 (1 year 9 months)
Served as strategic partner across UX, marketing, and compliance to lead SEO and content optimisation for B2B and B2C websites during digital transformation. Oversaw analytics, accessibility, and compliance to maintain performance and regulatory standards.
SEO & Content Lead
British Gas Business
Jun 2018 - Jan 2020 (1 year 7 months)
Owned SEO and content strategy for the B2B website, improving organic performance through scalable content creation, optimisation, and governance. Collaborated with internal and agency teams to deliver compliant, high-performing digital content for SMEs and enterprise clients.
Digital Marketing Manager
Santander UK
Sep 2013 - Jun 2018 (4 years 9 months)
Delivered CX improvements via user testing and inclusive design during a digital transformation, managed web content and third-party governance, and supported acquisition campaigns. Led internal adoption of digital tools, helping reduce acquisition costs by 50%.
Education
Degrees, certifications, and relevant coursework
SuccessHacker
Level 5 Certificate in Customer Success Management, Customer Success Management
Completed the Level 5 Certified Customer Success Manager credential through SuccessHacker in March 2024.
Chartered Institute of Marketing
Level 6 Diploma in Digital Marketing, Digital Marketing
Completed the Level 6 Diploma in Digital Marketing from the Chartered Institute of Marketing in 2017.
UserZoom
Certificate, Usability Testing
Completed a remote usability testing course through UserZoom in 2017.
University of Leicester
Bachelor of Arts (Hons), French and Spanish
Completed a BA (Hons) in French and Spanish at the University of Leicester, graduating in 2013.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
Interested in hiring Sophie?
You can contact Sophie and 90k+ other talented remote workers on Himalayas.
Message SophieFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
