May 2023 – Aug 2025 · 2 yrs 3 mos · Sydney, New South Wales, Australia · Hybrid

• Managed a portfolio of high-value accounts with a focus on product adoption, renewals, and expansion across reviews, loyalty, and SMS marketing tools.
• Led technical onboarding and troubleshooting using HTML, CSS, and API integrations.
• Drove strategic success planning and business reviews to ensure continued value delivery and engagement.
• Key Achievements:
• ✔ Top CSM for APAC in multiple quarters
• ✔ Maintained over 90% net and logo retention
• ✔ Consistently praised for customer-centric mindset and deep product knowledge
• ✔ Repeatedly turned around negative customer sentiment from onboarding or bad fit with a
• prior CSM

Aug 2022 – Nov 2022 · 3 mos

• Key Achievements
• Conducted interviews with customers and CSMs, leveraging my CSM experience, to draw key
• insights to improve our onboarding process.
• Researched and wrote a decision memo to determine whether we should continue supporting a
• feature that is a key differentiator but currently underused in our product offering.
• Collaborated closely with my UX designer on design choices for the new UX
• Released a small feature to drive a user action that should reduce support tickets (too early to
• assess results)

Aug 2021 – Sep 2022 · 1 yr 1 mo

• Key Achievements
• Retained 100% of my account base in my first quarter.
• ChurnZero CSM Appreciation Award Finalist
• Nominated as a Rising Start for the Customer Success Excellence Awards
• Achieved 97% on my Chili Piper Admin Certification test
• Very active in all Slack channels. “It feels like you’ve been here for years” - Seth (Director of
• Customer Success)
• Nominated for the Animal award in my first month.
• Created my first Guru card within my first month.

May 2021 – Jul 2021 · 2 mos · Remote

• Key Achievements
• Regularly included in meetings with senior management to discuss CS processes.
• Appointed as the liaison between Marketing and the CSM team.
• Appointed as the Hubspot lead within the CSM team

Dec 2020 – May 2021 · 5 mos · Remote

• Key Achievements
• Handled 40% more live chat volume than any other CSR with an average rating of 4.9/5
• After being with OnceHub for only a month, I pointed out some concerns regarding a new product
• and secured a meeting with the Director of Customer Success to discuss solutions.
• Suggested and began the implementation of a process to streamline the CS departments method
• of answering cases.

Aug 2020 – Present · 5 yrs 10 mos

• An open, free community built by and for customer success leaders. GainGrowRetain.com

Feb 2018 – Dec 2019 · 1 yr 10 mos · Remote - Global

• Key Achievements
• Successfully managed the rebrand of BBF Sheq Services to consolidate its previously separate subsidiaries within the overarching brand. This included:
• o CI development for BBF SHEQ Services its subsidiaries.
• o Rebranding of all training and marketing collateral.
• o Creation of a consolidated BBF SHEQ Services website.
• o Development of sales tool kits, including item sourcing, costing and implementing.
• Managed the development of a national multi-channel marketing campaign to drive brand awareness and demand for the Frams Safety Footwear brand. This included print ads, digital advertising, promotional activations and direct marketing drops.
• Key Responsibilities
• Manage client relationships for three brands belonging to the agency’s largest client, BBF Safety Group:
• o Frams
• o Wayne
• o BBF SHEQ Services
• Write creative briefs, manage deadlines, negotiate and manage costs and manage the process from brief to final product.

Nov 2016 – Jul 2019 · 2 yrs 8 mos · Remote - Southern Africa

• Key Achievements
• Saw the marked growth of the division’s annual turnover from start-up to 2.5-3 million ZAR during my time with the business.
• Key Responsibilities
• Maintain existing client relationships to ensure ongoing customer satisfaction and continued purchasing of packaging materials.
• Meet defined sales targets.
• Source new clients.
• Manage the relationship with our film supplier and ensure maintenance of stock levels.
• Manage invoicing, delivery notes and purchase orders associated with sales.

Sep 2016 – May 2017 · 8 mos · Cape Town Area, South Africa

• 100% Plant-based sushi.
• “With a blank rice canvas and an abundance of fruit and vegetables to play with – the possibilities of vegan sushi are endlessly delicious.”
• We’re constantly creating new, intriguing combinations of vegetables, fruit and grains to offer a range of sushi that is sustainable, compassionate and wholesome. Did we mention that it’s utterly delicious?
• We aim to shift the expectation of sushi and share our passion for purely plant-based ingredients by creating a product that is both a sanctuary for our fishy friends and fit for nourishing the sanctuary that is our body.

Apr 2014 – Aug 2016 · 2 yrs 4 mos · Remote - South Africa

• Key Achievements
• Signed up over 150 new clients to the platform.
• Increased annual recurring revenue by +-1 000 000 ZAR.
• Key Responsibilities
• Source new business to grow Flickswitch’s client base and turnover.
• Focus on B2B sales through cold calling, smart lead sourcing and networking through industry events.
• Manage a number of additional marketing elements including website maintenance, Google Ads and social media accounts.
• Demo and onboard new clients either in person or via Skype.
• Maintain relationships to ensure customer retention.

Oct 2013 – Mar 2014 · 5 mos · Remote - Johannesburg, Gauteng, South Africa

• Key Achievements
• Initiated and developed a well-received pitch for a high-value deal with Total S.A. to install electronic boards at all of their sites nationally. This deal was still in progress when I made my move to Flickswitch.
• Key Responsibilities
• Lead generation.
• Cold call and set up sales meetings with prospective clients.
• Generate quotes for potential sales.
• Train new clients on the use of the product technology.

Jan 2011 – Jan 2013 · 2 yrs

• I have been the voice for a number of Game and Builders Warehouse in-store radio ads. I have also voiced a few Outsurance ads and promos.

Apr 2009 – Feb 2013 · 3 yrs 10 mos · Lonehill Club & Sandton Club

• Key Achievements
• Was promoted to Sales Manager after only being with the company for three months as a sales consultant.
• Took two underperforming clubs to being top of the region in less than 6 months and kept them in competition for this spot for the duration of my time at each respective club.
• Won a trip to Las Vegas for being the sales manager with the highest number of personal sales.
• Won a second trip to Las Vegas for my club’s yearly performance.
• Was approached by the Regional Sales Manager to apply for the Regional Sales Trainer role due to my strong training and mentorship shown towards my sales team.
• Key Responsibilities
• Guide the sales team to achieve the club's sales targets through motivating and holding them accountable to their individual goals.
• Arrange and manage corporate wellness days, ensuring our campaigns were being distributed throughout our catchment area.
• Recruit and employ sales consultants.
• Provide continuous training to my team.

Jan 2009 – Mar 2009 · 2 mos · Johannesburg, Gauteng, South Africa

• Key Responsibilities
• Achieve my stipulated monthly sales target.
• Generate leads through building relationships with customers and prospective customers to gain referrals.
• Maintain an exceptional standard of service throughout the sales process.
• Key Achievements
• Was awarded the Top Rookie Award for my number of sales.

Nov 2005 – Jun 2008 · 2 yrs 7 mos

• Responsibilities: I was responsible for managing a cleaner and driver to ensure all vehicles were clean and delivered on time to clients. I was tasked to increase our business by calling on corporates and backpackers in the Gauteng area to build relationships and gain new clients.
• I was responsible for organising bookings as well as all administration systems at the branch.