Tom Datt
@tomdatt
Customer Success leader at Acello Ltd (Instant Funding), scaling support to 80,000+ trading clients and cutting ticket volume by 20%.
United KingdomWhat I'm looking for
At Acello Ltd (Instant Funding), I grew the customer support team from 8 to 21 agents as the founding Customer Success Manager, then became Head of Customer Success. We supported 80,000+ trading clients in 2025, and structured training programmes improved first-response and resolution times by over 30%.
I built a voice of the customer programme that sustained an NPS of 50+ and helped reduce support tickets per customer by 20%. I also partnered with Product, Tech, and Operations to improve escalation workflows and customer communications.
At AVADO Learning Ltd, I managed delivery for 40+ B2B clients and helped expand the AstraZeneca-Avado partnership from £55,000 to over £2 million. I'm now looking to join a dynamic customer success team where I can enable client growth through proactive partnership and impactful problem solving.
Experience
Work history, roles, and key accomplishments
Head of Customer Success
Acello Ltd
Oct 2023 - Aug 2026 (2 years 10 months)
Directed customer support operations for a fintech platform, scaling from 12,000 to 80,000+ trading clients. Expanded the support team from 8 to 21 agents and implemented training programs that improved response times by over 30%.
Relationship Manager
Footprint Digital Ltd
Oct 2022 - Jul 2023 (9 months)
Managed and grew 20 account relationships across SEO, Google/PPC campaigns, and website builds. Delivered lectures and webinars to University of Greenwich students and North Anglia Growth Hub clients.
Customer Success Manager
AVADO Learning Ltd
Oct 2017 - Oct 2022 (5 years)
Project managed delivery of customised online programmes and Digital Leadership Bootcamps for B2B clients including AstraZeneca, Google, Vodafone, and McDonald's. Expanded the AstraZeneca partnership from £55,000 to over £2 million through strategic upsell.
Account Manager
SharedServicesLink.com Ltd
Jun 2015 - Aug 2017 (2 years 2 months)
Led North American market entry, establishing local presence and building stakeholder relationships. Supported launch of the 'ShareSpace' content platform, closing first premium content sales for 50+ enterprise organisations.
Recruitment Consultant
Chapman Black Ltd
May 2014 - Feb 2015 (9 months)
Recruited Product Management talent for e-commerce ventures in London and Berlin.
Education
Degrees, certifications, and relevant coursework
University of Kent
LLB Law (Hons), Law
2010 - 2013
Completed an LLB Law (Hons) degree at the University of Kent from 2010 to 2013.
Ousedale Sixth Form
A-Levels, General Studies
2008 - 2010
Grade: History (A*), Law (A*), Sociology (A*), English Language AS (B)
Completed A-Levels in History, Law, Sociology, and English Language at Ousedale Sixth Form from 2008 to 2010.
Ousedale Secondary School
GCSEs, General Education
2007 - 2008
Completed 10 GCSEs including English and Mathematics at Ousedale Secondary School from 2007 to 2008.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Skills
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