As the pioneering Customer Success Manager at Metamaze, I have shaped the customer success strategy, driven the CS organisation and operations, and led initiatives to enhance customer satisfaction, net revenue retention, and company growth. Metamaze, a start-up specialising in AI-driven adaptive intelligent document processing (AIDP), has earned numerous accolades, including Data News Tech Startup of the Year 2023. In 2024, Metamaze achieved a successful exit following its acquisition by Duco.My role involved owning post-sales relationships, maximising customer retention, and contributing to ARR growth. I implemented process improvements, developed scalable programs to drive customer success objectives, and fostered a culture of continuous improvement and high performance. My efforts have resulted in higher customer satisfaction, increased revenue, and reduced churn. Key Responsibilities:• Net Revenue Retention: Implement strategies to maximise net revenue retention by ensuring customer satisfaction and identifying upsell opportunities.• Customer Success Operations: Define and manage team KPIs, hire and onboard new team members, and oversee the complete customer lifecycle.• Strategic Advisor: Serve as a trusted advisor to clients, aligning their objectives with our product capabilities to ensure maximum value from their automation journeys.• Customer Engagement: Maintain high engagement levels through regular communication, progress tracking, and ensuring customers achieve their automation goals.• Cross-functional Collaboration: Enhance internal team productivity between Sales, Marketing, and Professional Services, advocate for customer needs within the product team, and develop account expansion strategies with Sales to drive customer lifetime value.• Professional Services: Provide guidance and coaching to the Professional Services team for effective project management and faster time to value.

At ML6, a leading AI and machine learning company, I served as the Customer Experience Manager. In this role, I was the primary driver of our customer advocacy program, working closely with the Sales & Marketing teams to elevate customer experience through comprehensive data analysis and refined strategies informed by customer feedback. Positioned at the forefront of our customer experience strategy, I proactively identified and addressed customer issues to boost overall satisfaction.My responsibilities included fostering collaboration with sales, marketing, services, and engineering teams to deliver a seamless customer experience. As the voice of the customer to internal stakeholders, I managed risks, advocated for customer needs, and ensured alignment on objectives.By analyzing customer data, I enhance the overall customer experience and drive continuous service improvements to enhance customer-centricity in ML6. I coordinate all internal teams to support the customer’s vision and establish feedback loops to anticipate and address customer needs effectively.In 2021, ML6 was honored with several prestigious recognitions, like Data News AI Innovator of the Year and #17 Deloitte Fast 50

As an Account Manager-Video Strategist at StoryMe, a video marketing agency specializing in creating impactful video content to drive business growth, I managed client relationships and developed strategic video campaigns tailored to meet diverse business objectives. I collaborated with cross-functional teams to deliver high-quality video projects, enhanced client engagement, and ensured seamless project execution to elevate brand visibility and drive ROI.