Jan 2025 – Sep 2025 · 8 mos · Ireland · Remote

• Own €14M ARR across 300 accounts; lead a team of 6 Account Managers across Kosovo, Spain and France
• Achieved NRR of 99%
• Designed and scaled global churn forecasting model, integrated into board-level revenue reporting
• Developed early renewal framework and customer journey mapping to accelerate time-to-upgrade
• Established the customer tiering model for EMEA to establish white glove vs PLG set up
• Led global health score standardization initiative, partnering with RevOps to align risk signals
• Spearheaded new hire onboarding program and data accuracy OKRs to support CS scalability

May 2021 – Jan 2025 · 3 yrs 8 mos · Dublin, County Dublin, Ireland · Hybrid

• Built the International Account Management Team as first hire, spanning across 5 offices and remote workers
• Responsible for all Net Retention initiatives across our International segments
• Manage a team of 16 AMs across 5 offices and 2 Team Leads (People Manager)
• Responsible for all hiring activities of employees/team leads in my customer segment, ensuring we achieve the hiring plan, anticipating attrition and avoidable/regrettable leavers
• Leading the long term strategy for the team in our International markets
• Member of our Win Europe task force in charge with the strategic direction of the company outside of Germany
• Work cross-functionally with Program Managers, being responsible for leading the vision of a specific customer journey across all customer segments (Churn and retention in 2022 and 2023)
• Represent Personio at corporate events, webinars, trade shows etc
• Own the planning for my segment (budget, quota, workforce, OKRs) to ensure a cost-efficient and scaling organization

Jul 2018 – May 2021 · 2 yrs 10 mos

• Lead and deliver the training program for new hires to the EMEA Customer Success Team
• Coach new hires on developing the skills they need to succeed within their new roles
• Mentoring new hires for first 3 months on their roles
• Act as point of contact for team questions and role development
• Working with internal escalations
• Work as the supporting point of contact and advocate for high volume of agencies and their channel customers.
• Specialised in working with HubSpot for Startup customers on business consultation
• Independently and successfully manage a high volume of task execution, financial management and issues or escalation cases
• Drive HubSpot product adoption and implementation to support account retention and renewal
• Ability to prioritize and manage high activity rates with HubSpot partners
• Help drive upgrade revenue from new product feature adoption and expanded usage
• Serve as a highly knowledgeable point of contact for HubSpot’s suite of products and the inbound marketing methodology
• Work with channel partners to identify and develop a plan for delivery of inbound services amongst their clients and prospects
• Coach HubSpot customers on HubSpot products, through online presentations and demonstrations
• Determine and manage HubSpot partner escalations with management.
• Provide a world-class service experience to HubSpot partners and channel customers through timely and succinct communication via phone and email

Jun 2017 – Jul 2018 · 1 yr 1 mo

• Lead and deliver the training program for new hires to the EMEA Customer Success Team
• Coach new hires on developing the skills they need to succeed within their new roles
• Work as the supporting point of contact and advocate for high volume of agencies and their channel customers.
• Independently and successfully manage a high volume of task execution, financial management and issues or escalation cases
• Drive HubSpot product adoption and implementation to support account retention and renewal
• Ability to prioritize and manage high activity rates with HubSpot partners
• Help drive upgrade revenue from new product feature adoption and expanded usage
• Serve as a highly knowledgeable point of contact for HubSpot’s suite of products and the inbound marketing methodology
• Work with channel partners to identify and develop a plan for delivery of inbound services amongst their clients and prospects
• Coach HubSpot partners on HubSpot products, through online presentations and demonstrations
• Determine and manage HubSpot partner escalations with management.
• Provide a world class service experience to HubSpot partners and channel customers through timely and succinct communication via phone and email

Jun 2016 – Jun 2017 · 1 yr

• Part of the HubSpot Dublin Customer Success Team.
• Working and supporting a high volume of agencies and their customers.
• Conduct product training, implementation and marketing strategy calls
• Developing inbound marketing projects with my customers while assisting them with the execution and implementation of tasks associated with each project.
• Responsible for organizing and managing a high volume of customer calls and Salesforce Task.
• Maintain a revenue base by partnering with my team to assist with managing account retention, renewal, financial management.
• Work with my customers to develop strategies for success and growth
• Respond to inbound inquiries and provide customers with the appropriate resources
• Inbound Marketing Campaigns:
• Working with my customer base on developing inbound marketing campaigns from content offer campaign, social media campaigns, event campaigns, conversion optimization etc.
• Walking through how to plan, execute and measure the results of their marketing campaign in one place, HubSpot.

May 2015 – Jun 2016 · 1 yr 1 mo

• Taking ownership of technical issues, and working with Development group to resolve more advanced issues when necessary
• Resolving escalated customer complaints without the need for team lead intervention
• Documenting troubleshooting and problem resolution steps
• Participation in providing training to customers as required
• Delivering effective technical customer support to a rapidly growing customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies.
• Providing high-quality technical support for the HubSpot software program.

Mar 2013 – May 2015 · 2 yrs 2 mos

• I was responsible for:
• CRM and social media
• Create and implement campaigns.
• Manage 3rd party resellers.
• Develop and manage X-promotions with other attractions.
• Keep the site and social media platforms up to date.
• Represent the company at business and corporate events.
• Ensure information is distributed in a timely and accurate manner.
• Supervise staff on external promotional activities.
• Source / generate content for social media channels.
• Plan and detail events: Culture Night, Halloween and St. Patrick’s Day.
• Manage the museum's CSR activities.
• Monitor website and social media analytics
• Develop and measure responses to analytics
• Send quarterly email updates to industry partners
• Send out timely event email updates to general distribution
• Write and send Press releases for projects and activities
• Plan and execute offsite activites in a timely and engaging fashion (eg Fri 13th)
• Respond to customer queries within 24 hours

May 2012 – Jul 2013 · 1 yr 2 mos

• I give tours about the history of Irish mythology and folklore. This goes into detail of the many strange and wonderful creatures, warriors and locations featured in our nations stories.

Nov 2010 – May 2012 · 1 yr 6 mos

Aug 2008 – May 2009 · 9 mos