Colette Shields Email & Phone Number

London, Gb

CitizenLab is a Participation SaaS platform that empowers local governments and the third sector globally to engage communities more effectively, making public decision-making more inclusive, participatory, and responsive.As Head of Customer Success, I drove several key initiatives and achieved notable milestones, including:- Led a high-performing team of six Government Success Managers, two Support Managers, and three strategic partners, fostering a culture of collaboration and customer-centricity.- Leveraged data-driven insights to proactively manage customer health, using advanced analytics to drive meaningful customer outcomes and prioritise value realisation.- Boosted Net Revenue Retention (NRR) from below 90% to over 100% by implementing effective team coaching, robust account management practices, and precise forecasting methodologies.- Enhanced customer health metrics by integrating CSAT, NPS, and Customer Success Manager (CSM) sentiment scores, achieving a more than 10% reduction in poor health ratings through deeper insights into customer needs and health drivers.- Redefined the customer success journey from onboarding to renewal by deploying structured workflows via PlanHat, developing comprehensive playbooks, and implementing strategic frameworks to optimise the entire customer lifecycle.I am proud of the impact I’ve made at CitizenLab and am excited to bring my skills, passion, and expertise in Customer Success to future opportunities, driving customer advocacy, retention, and growth.

Localz is a leading platform for mobile workforce solutions, enhancing customer, field staff, and operational experiences on the day of service. If you've ever received a service appointment SMS from your council or utilities provider with tracking, chat, and feedback options, it was likely powered by Localz.As Head of Customer & Partner Success, I delivered key achievements, including:- Developed and implemented the Customer Success playbook, aligning it with company strategy to drive customer-centric outcomes.- Negotiated high-value renewals, contributing to sustainable growth, retention, and increased revenue.- Optimised the build and onboarding processes, enhancing scalability and repeatability, reducing "time to value," and cutting build costs.- Collaborated with cross-functional teams to deliver best-in-class solutions, maximising upsell opportunities and informing the product roadmap with customer insights.- Served as a key member of the Executive Team during the company’s acquisition, playing a critical role in shaping strategy and ensuring seamless integration.I managed a diverse portfolio of clients, ranging from medium-sized businesses to large enterprises and innovative startups. I am passionate about driving customer success and eager to leverage my skills and expertise in future roles, focusing on enhancing customer satisfaction, retention, and growth.

London, United Kingdom

Company description as above.As a Customer Success Manager, I oversaw the entire client journey, from providing pre-sales support to efficiently managing projects during the build phase. I ensured that success criteria were well-defined, supported by effective Key Performance Indicators (KPIs), and consistently measured and reported. Taking charge of renewals and upsells, I successfully surpassed a target of over one million. My clients included diverse organisations, ranging from public and third sector entities to enterprise-level businesses. I was promoted to the position of Head of Customer Success, where I continued to drive excellence in customer satisfaction and retention.

London, United Kingdom

Vizolution is a leading provider of customer experience (CX) platforms, enabling clients to digitally replicate face-to-face interactions and streamline complex customer journeys.As a Customer Success Manager for a global bank, I engaged with stakeholders from the Global Head of Digital to Country Leads, delivering impactful results:- Built robust customer success frameworks as part of a newly formed team, developing, testing, and implementing new processes to enhance client engagement.- Designed and executed tailored customer success plans for a global retail bank, ensuring alignment with Vizolution's growth strategy and delivering measurable value.- Managed clients throughout their entire lifecycle, from discovery to business-as-usual, offering end-to-end support including training, KPI development, performance measurement, and regular reporting.- Achieved outstanding results by driving increased platform usage and creating compelling business cases, contributing to high renewal rates and long-term client satisfaction.

Pivigo provide data science on demand to organisations of all sizes from start-ups to world-wide corporations. Often this will be to resource a POC or to build an MVP.Key Achievements:- Through the creation and promotion of webinars, email campaign marketing and new sales collateral, I opened up the law-tech market, securing their first major law project.

London, United Kingdom

Grant Thornton's Insight and Analytics team specialises in helping organisations make strategic decisions for growth using location and customer analytics. They deliver solutions through customised consultancy projects and Software-as-a-Service (SaaS) platforms, such as Place Analytics Online—a user-friendly web-based platform used both in-house and licensed to clients, and CFO InsightsPlace Analytics' expertise spans various sectors, including central & local government, Local Enterprise Partnerships (LEPs), infrastructure, real estate, health, adult social care, and retail & leisure.Key Skills:- As a Sales Manage and Commercial Product Manager, I utilised agile methodologies to successfully launch new Software-as-a-Service platforms.- Doubled expected sales revenues and client acquisition in year 1 of new platform launch- I established client engagement channels and implemented monitoring processes to measure and ensure the success of customer programs.

CACI are recognised leaders in data analytics - I made it possible for my clients to use demographics and data platforms either as consultancy projects or Software as a Service (SaaS) to better inform where and how to grow their customer base, what products to develop and how to locate new sites in the most profitable locations. Key skills: - My role spanned the whole sales process. From a Business Development perspective this involved producing an annual business plans to determine which products and services were best aligned to market needs and determining the best route to market. - To ensure client retention, I also created client success plans and fulfilled QBRs to reduce churn and ensure a successful on-boarding and continued measurement of engagement.- Liaising across various internal and external teams to promote client usage of SaaS platforms.- Continuing over-achieving on sales and retention targets.