Adam Gibson's Location
Manchester Area, United Kingdom, United Kingdom, United Kingdom
Adam Gibson's Contact Details
Adam Gibson work email
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Adam Gibson personal email
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Adam Gibson phone numbers
About Adam Gibson
Senior Customer Success professional with vast experience of building post sale Customer Success & Delivery functions within technology startups working in heavily regulated industries.
Adam Gibson's Current Company Details
Kodiak Hub
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Head of Customer Success
Manchester, England, GB
- Website:
- kodiakrating.com
- Employees:
- 74
Adam Gibson Work Experience Details
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Head Of Customer SuccessKodiak HubManchester, England, Gb
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Customer Success LeadKodiak Hub Aug 2024 - PresentStockholm, SeReporting directly to Kodiak Hub's Chief Customer Officer, I lead a strategic and results-driven Customer Success team located across Europe, ensuring excellence across the entire post-sale customer journey. From onboarding to adoption, retention, and value realisation, I focus on creating a seamless experience that empowers our customers to achieve and exceed their goals while building strong, lasting partnerships.With a key focus on Product Adoption, Time-To-Value, Net Revenue Retention and Logo Retention, we align our strategies to deliver measurable impact not only for our customers but also for our business. By fostering strong customer relationships and championing their voice within Kodiak Hub, we ensure our approach drives growth, innovation, and continuous improvement across the board
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MemberGain Grow Retain Mar 2023 - PresentArlington, Va, Us -
MemberCustomer Success Collective Mar 2023 - PresentSan Francisco, Us -
Head Of Customer SuccessAerocloud Apr 2023 - Aug 2024Stockport, England, GbFounding member and Head of Customer Success at AeroCloud, responsible for building and scaling the Customer Success function to deliver measurable business outcomes for our global customers.At AeroCloud, I led the design, implementation, and ongoing refinement of our global customer success strategy, managing a team of high performing CSMs and a portfolio of high-value, multi-year contracts across a suite of 20+ software solutions. My work was centred around delivering team results tied to key business objectives, including:- Maintaining 100% logo retention rates / 0% churn consistently in a challenging and dynamic market.- Achieved a constant NRR of +140%, consistently exceeding targets and driving sustainable growth.- Leading revenue expansion efforts, contributing significant net new revenue through effective expansion and renewal strategies.- Creating scalable onboarding, adoption and engagement frameworks to support a broad and diverse customer base.- Introducing and leading a senior leadership risk committee and driving initiatives to mitigate churn. These results were achieved by translating business growth objectives into actionable customer success strategies that aligned customer outcomes with AeroCloud’s goals. My focus has always been on the practical and measurable aspects of Customer Success, using data and clear processes to help the business grow and deliver value for our customers. -
Manager, Customer Enablement & Onboarding - Customer SuccessThirdfort Limited Aug 2021 - Feb 2023London, England, GbI led the Enablement and Onboarding function at Thirdfort, owning the post-sale, pre-managed stage of the customer journey and delivering tangible results. Key achievements include:- Building the Enablement function from scratch, defining its mission, values, and operational strategy.- Developing frameworks and playbooks to establish clear and efficient ways of working.- Setting KPIs and creating reporting systems to track performance and drive accountability.- Implementing tools and technology to optimise onboarding for low touch and high-touch customers.- Designing and implementing an accreditation programme with strong customer engagement.- Introducing mutual trial plans as a pre-trial tool to boost prospect engagement in pilots.- Creating and managing an onboarding CSAT, consistently achieving scores of +75.- Developing and delivering a complete suite of live and on-demand training resources.- Personally onboarding over 500 customers, including all enterprise and strategic accounts with the team onboarding over 1000 customers over my time at Thirdfort.I focused on building scalable, results-oriented processes that accelerated customer activation, enhanced engagement, and supported business growth. -
Manager Of Customer SuccessThirdfort Limited Oct 2019 - Aug 2021London, England, GbAs employee number 8 and founder of the Customer Success function at Thirdfort, I built the foundations needed to support rapid growth from 20 to 1200 customers over 18 months and deliver measurable results across the post-sale lifecycle. Key achievements include:- Implemented frameworks, playbooks, and best practices to manage and support customers effectively- Scoped, selected, and implemented technology and tools to scale operations- Defined KPIs and built reporting systems to track retention, health, and revenue metrics- Achieved 98% retention rates and consistent NRR of over 120%- Personally managed onboarding for enterprise and strategic customers, ensuring smooth adoption and measurable outcomes- Designed and launched training resources, including live and on-demand content, to enable customer success at scale- Recruited, trained, and mentored a high-performing Customer Success team, fostering a culture of accountability and excellence- Worked cross-functionally with Product, Sales, and Marketing teams to align customer needs with business objectives and influence the product roadmapBy building scalable systems and processes, I enabled Thirdfort to grow at unprecedented scale whilst ensuring customers were supported, engaged, and set up for long-term success.
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Customer Success ManagerHirefirst Feb 2019 - Oct 2019Paris, Île-De-France, FrAs the first Customer Success Manager in the UK, I established and scaled the Customer Success function at HireFirst, ensuring customers were supported and engaged throughout their entire lifecycle. Key achievements include:- Built the Customer Success function from the ground up, defining frameworks, workflows, and best practices- Played a consultative role in pre-sales scoping sessions, providing tailored education to prospective customers- Created and maintained comprehensive onboarding materials, including guides, FAQs, and videos, to support customer adoption- Implemented KPIs, workflows, and trackers to provide an organisation-wide view of activity and key metrics- Managed customer relationships through onboarding, implementation, and renewals, ensuring seamless transitions and retention- Drove significant upsell and cross-sell opportunities across the product portfolio and multiple departments- Managed end-to-end event delivery, from creating briefs to execution, enhancing customer engagement- Centralised internal communications on Slack, improving collaboration and operational efficiency- Introduced Slack channels for customers, achieving a 65% increase in communications and a 55% boost in platform adoption across the portfolioBy establishing scalable processes and fostering strong customer relationships, I enabled HireFirst to enhance customer engagement, drive adoption, and unlock additional revenue opportunities. -
Customer Success ManagerHackajob May 2018 - Mar 2019London, GbAt hackajob, I managed a diverse portfolio of customers, delivering tailored solutions and building strong relationships across a wide range of industries and business sizes. Key achievements include:- Managed a portfolio of over 70 customer accounts, mainly global enterprises, providing full lifecycle support, including requirements gathering, demos, account setup, user training, and stakeholder management- Acted as a trusted advisor on technical recruitment strategies, delivering insights and guidance to help customers achieve their goals- Collaborated with Product and Talent teams to advocate for customer needs, driving meaningful improvements and influencing product development- Led renewal negotiations for major six-figure accounts, converting pay-as-you-go contracts into long-term annual agreements to ensure stability and growth- Drove cross-selling opportunities across departments, expanding customer engagement and unlocking additional revenue streams- Managed escalations and resolved complex customer issues with a focus on maintaining satisfaction and retentionBy consistently championing customer needs and delivering value, I helped hackajob strengthen customer relationships and improve outcomes across its portfolio. -
Business Development RepresentativeTaskfeed Apr 2017 - May 2018Walton-On-Thames, Surrey, GbAt Taskfeed, I played a key role in shaping and executing the go-to-market strategy while managing business development (BD) and marketing initiatives to drive growth. Key contributions include:- Contributed to the development of the go-to-market strategy and Ideal Customer Profile (ICP) criteria for the business- Designed and executed BD campaigns, including leading a global survey that was transformed into a widely distributed onboarding report- Created and managed social media advertising, email marketing content, and campaigns to increase engagement and generate leads- Developed a comprehensive data plan, taking ownership of the full sales lifecycle from prospecting through close- Managed paid advertising, event planning, and trade show participation to enhance brand visibility and customer acquisitionThese efforts supported Taskfeed’s growth objectives by building a strong marketing foundation and driving targeted outreach to key customer segments. -
Account ExecutiveRedk - The Crm Solutions Company Jul 2015 - Apr 2017London, England, GbAs an Account Executive at redk, I worked with businesses across EMEA to deliver tailored CRM and CX technology solutions that drove measurable results. Partnering with SugarCRM, I helped customers streamline operations, improve customer engagement, and achieve their strategic goals.
Adam Gibson Skills
Crm
Account Management
Business Development
Management
Customer Service
Marketing
Pre Sales
Customer Relationship Management
Consulting
Customer Experience
Customer Satisfaction
Customer Success
Customer Engagement
Technical Recruiting
Professional Services
New Business Development
Lead Generation
Direct Sales
Sales
Customer Onboarding
Customer Retention
Customer Insight
Customer Acquisition
Customer Analysis
Data Analysis
Customer Management
Customer Loyalty
Digital Strategy
Technical Training
Recruitment Tools
It Recruitment
Tech Savvy
Tech Savy
Software As A Service
Hr Consulting
It Consulting
Hiring
Hiring Practices
Mass Hiring
Start Ups
Start Up Consulting
Start Up Recruitment
Networking
Business Networking
Computer Networking
Referral Networking
Leadership
Big Data
Web Development
Devops
Software
Software Development
Frequently Asked Questions about Adam Gibson
What company does Adam Gibson work for?
Adam Gibson works for Kodiak Hub
What is Adam Gibson's role at the current company?
Adam Gibson's current role is Head of Customer Success.
What is Adam Gibson's email address?
Adam Gibson's email address is ad****@****ort.com
What is Adam Gibson's direct phone number?
Adam Gibson's direct phone number is +4475788*****
What are some of Adam Gibson's interests?
Adam Gibson has interest in Children, Cooking, Human Rights, Technology, Weekends Away, Horse Riding, Civil Rights And Social Action, Festivals, Socialising, Fine Wines.
What skills is Adam Gibson known for?
Adam Gibson has skills like Crm, Account Management, Business Development, Management, Customer Service, Marketing, Pre Sales, Customer Relationship Management, Consulting, Customer Experience, Customer Satisfaction, Customer Success.
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