Apr 2025 – Feb 2026 · 10 mos · Melbourne, Victoria, Australia · Hybrid

• Working with the Customer Success Services team to deliver fractional and consulting CS services to Australian businesses. Get in touch!

Mar 2025 – Feb 2026 · 11 mos · Melbourne, Victoria, Australia · Hybrid

• Currently engaged with 3 clients in LegalTech, Services and EdTech space. Focussing on product development, GTM strategy, embedding early-stage CX foundations and advising on CS function redesign/strategy.

Aug 2021 – Feb 2025 · 3 yrs 6 mos · Remote

• Spanning Ops and GTM functions, I was responsible for our post-sale experience. I led the global CS department consisting of Implementation managers, CSMs and Technical Support, responsible for client retention, onboarding, adoption and upsell growth.
• Played a pivotal role in LawVu's growth from Seed to Series B, growing the business from $0.5 to $15 million USD ARR, and scaling our customer base from c.20 in Aus/NZ to 350+ mid & enterprise clients including those listed on ASX, NASDAQ & FTSE, across APAC, North America, UK & Europe.
• Built a team of high-performing remote-first members, scaling headcount from 1 to 30+ global professionals across 5 years, while maintaining a team retention rate of >75%. Evolved the team from a high-touch, white-glove model to a segmented, scalable, and monetised function focused on TTFV, expansion sales, logo retention and turning our NRR from breakeven to positive.
• Responsible for revenue & forecasting to our board and investors; people and resource planning; implementing our customer academy; CS and RevOps via Hubspot then Salesforce & Vitally, Chili Piper and Gong. Implemented automated customer health scoring, end-user support, professional services and pre-sales support.

Jul 2020 – Aug 2021 · 1 yr 1 mo · Remote

Nov 2019 – Jul 2020 · 8 mos · Remote

May 2018 – Aug 2019 · 1 yr 3 mos · Melbourne, Australia · On-site

• I lead the core Customer Success and Customer Experience strategy, serving predominantly enterprise clients across the US, UK and APAC. Worked with colleagues across commercial, revenue and project consultancy in pre-sale and delivery. Implemented the company's 1st and 2nd line tiered technical support desk, product integrated help resources & live chat. Managed enterprise accounts, renewals and upsell.

Jan 2016 – Aug 2017 · 1 yr 7 mos · Stokenchurch, Bucks

• As the business transitioned from on-premise to SaaS, I built our first CSM department, migrating all clients to the cloud. We worked to ensure customers achieved maximum value and success from our integrated CRM, eCommerce and eMarketing products and custom development/professional services, continually helping them expand their solutions through add-ons and bespoke builds.
• I led my team in managing the entire customer journey from purchase and onboarding to long-term adoption, cross-selling, and retention, while monitoring key success metrics to drive account growth and renewals. Additionally, I oversaw strategic initiatives such as SaaS migrations, platform engagement tools like Intercom, and the development of data-led CS delivery.

Jul 2014 – Dec 2015 · 1 yr 5 mos · Stokenchurch, Bucks

• Working within the Client Services department, I managed my own portfolio of UK-based accounts across various industries, providing system reviews and consultancy to help customers enhance efficiency and ROI. I worked directly with business owners, decision-makers, and system users to identify improvements to their IT systems and workflows, approaching each account with a techno-commercial consultancy mindset. I collaborated with internal teams and integration partners to translate customer needs into technical solutions, overseeing the design, implementation, and training for system enhancements.

Jul 2012 – Jul 2014 · 2 yrs · Stokenchurch, Bucks

• As part of the Sales and Marketing team, I was responsible for securing new license sales of CRM, eCommerce, web, and e-marketing solutions across the UK, managing my own pipeline from first contact to final sale. I sold to Managing Directors/CEOs; Sales Directors and AEs, applying Solution Selling and SPIN methodologies to uncover client needs, advise on technical configurations, and build compelling commercial proposals. Collaborating with marketing, our developers, and resale and installation partners nationwide. I developed promotional strategies for our events, delivered tailored sales presentations, and secured new business opportunities across a range of SME verticals.

Jul 2010 – Aug 2011 · 1 yr 1 mo · Stokenchurch, Bucks · On-site

• As part of my four-year course at Sheffield Business School, I completed a 13-month placement in ProspectSoft’s Sales and Marketing department. I supported the New Business sales team in progressing cold leads, assisted with customer visits and demonstrations, and gained hands-on experience with the solution selling process. Alongside this, I contributed to marketing campaigns, learning new skills in HTML, SEO, and PPC, while also earning Employee of the Quarter and a job offer to return after my degree. Lots of cold calling, appointment booking and lead nurturing!

Apr 2007 – May 2008 · 1 yr 1 mo · Greater Nottingham · On-site

• Collaborated with the management team to drive daily sales and operational targets, leading and training sales, service, and warehouse teams, while earning awards in customer service and loss prevention, managing high-value stock and cash handling.

Apr 2005 – Apr 2007 · 2 yrs · Greater Nottingham · On-site

• Consistently delivered strong sales and customer service in-store, earning Employee of the Month while advising on a wide product range, achieving sales targets, and gaining cross-departmental experience across merchandising, tech, outdoor, bikes, and babycare.

Jun 2004 – Jul 2004 · 1 mo · Greater Nottingham