Strategic customer relationships
Building trusted partnerships with customers, understanding their priorities and navigating stakeholders from technical teams to executive leadership.
Customer Success · Strategic Partnerships · Commercial Growth
Customer value. Stronger relationships. Sustainable growth.
I bring together strategic customer management, commercial experience and Customer Success leadership to help organisations build lasting customer relationships, demonstrate value and drive sustainable growth.
About me
Commercially minded. Customer focused. Comfortable with complexity.
My career has centred on understanding what customers want to achieve, helping them get there and building relationships that last.
I've worked across B2B SaaS, developer platforms and enterprise software, with everyone from technical teams to senior executives. That experience has taught me how to connect what a product does with what matters to the customer.
I bring both hands-on experience managing important customer relationships and experience improving how Customer Success teams operate. That means spotting risks early, improving adoption, supporting retention and growth, coaching colleagues and putting practical processes in place.
I enjoy solving customer problems, working closely with other teams and finding better ways to deliver results. Whether I'm working directly with customers or helping a team improve, my focus is always on making a meaningful difference to customer outcomes and business performance.
What I bring
Experience across the customer lifecycle
Customer retention and growth
Using customer health, adoption and evidence of value to spot risks early, strengthen retention and identify opportunities to grow.
Customer Success strategy and operations
Putting practical approaches in place for customer segmentation, success plans, executive reviews and engagement, so teams can deliver consistently.
Leadership and cross-functional collaboration
Coaching colleagues and working with Sales, Product and Engineering to solve customer problems, agree priorities and deliver results.
Selected experience
Turning customer priorities into measurable progress
Building a more proactive, data-led Customer Success approach
At Solidatus, developed a more structured approach to customer health, combining product and engagement data with commercial context and CSM insight to build a more complete picture of each customer. Alongside success planning and executive reviews, this helped the team identify risks earlier, prioritise activity and uncover additional use cases and opportunities for retention and growth.
Developing customer relationships and identifying opportunities for growth
At Pusher, managed relationships with technical and enterprise customers, combining product usage insights with an understanding of customer goals and commercial priorities. Worked closely with customers and internal Product and Engineering teams to support adoption, explore additional use cases and identify opportunities to deepen relationships and grow accounts.
Experience
Building customer value across SaaS and enterprise software
Enterprise data and metadata software
Developed and implemented a more structured, data-informed Customer Success approach, strengthening customer health assessment, success planning and executive engagement. Worked cross-functionally to improve risk visibility, support retention and expansion and ensure enterprise customers continued to realise value from their investment.
Developer platform and real-time APIs
Worked with developers, technical stakeholders and enterprise customers to support adoption, usage and long-term account value. Continued to focus on the Pusher product and its customers following Pusher's acquisition by MessageBird (now Bird), collaborating closely with Product and Engineering.
Enterprise financial technology and data
Worked with customers and stakeholders in complex enterprise software environments, helping connect their business needs with the value of the technology.
Technical support, IT and engineering systems
Progressed from Technical Support Analyst into internal IT helpdesk support, then Systems Specialist and Senior Systems Specialist roles. Supported engineering systems, Jira and test infrastructure, developing a strong foundation in technical problem solving and collaboration with engineering teams.
How I work
“Great Customer Success starts with understanding a customer's original goals and staying aligned with their evolving objectives. By growing alongside our customers, consistently demonstrating value and helping them achieve their goals, we make the product an integral part of their success, creating natural opportunities for expansion and making renewal a natural continuation of the relationship.”
My approach is built around clear priorities, open communication and strong collaboration across teams. I believe in practical, well-defined processes that support good decision-making and deliver meaningful results. Ultimately, the focus is on delivering meaningful outcomes for customers and building strong, lasting relationships. By consistently delivering customer value and building strong relationships, we create the foundations for long-term retention and sustainable growth.
Let's connect
Interested in working together?
I'm always happy to talk about Customer Success, building strong customer relationships and helping customers and businesses grow.