Customer Success Operations Manager
Current
Jun 2023 - Present
AeroLeads people directory · profile
Duncan Young Email & Phone Number
Customer Success Operations Manager | Strategic SaaS & Professional Services Leader | Building Scalable Post Sales Processes
at
Leapwork
1 work email found
@totaljobsgroup.com
LinkedIn matched
✓ Verified Jul 2026
4 data sources
Profile completeness 100%
Current company
Role
Customer Success Operations Manager | Strategic SaaS & Professional Services Leader | Building Scalable Post Sales Processes
Location
London, England, United Kingdom
Company size
Who is Duncan Young? Overview
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Quick answer
Duncan Young is listed as Customer Success Operations Manager | Strategic SaaS & Professional Services Leader | Building Scalable Post Sales Processes at Leapwork, a with 96 employees, based in London, England, United Kingdom. AeroLeads shows a work email signal at totaljobsgroup.com and a matched LinkedIn profile for Duncan Young.
Duncan Young previously worked as Customer Success Operations Manager at Leapwork and Customer Success Operations Manager at The Stepstone Group. Duncan Young holds Library And Information Management from Manchester Metropolitan University.
Company email context
Email format at Leapwork
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{first}.{last}@totaljobsgroup.com
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Profile bio
About Duncan Young
As Leapwork's Customer Success Operations Manager, I help unite the Customer Success, Professional Services, and Customer Experience teams, ensuring cohesive strategies that deliver value for Leapwork's customers. By streamlining processes and fostering collaboration, I aim to optimise service delivery and drive impactful outcomes. My focus is on elevating customer interactions through a dedicated, customer-centric approach, ensuring every client achieves their desired success. Let's connect and transform customer experiences together.
Listed skills include Customer Service, Quality Assurance, Microsoft Excel, Editing, and 16 others.
Current workplace
Duncan Young's current company
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Leapwork
10 roles
Duncan Young work experience
A career timeline built from the work history available for this profile.
Customer Success Operations Manager
- Responsible for account segmentation, account allocation and management of CSM capacity which has increased coverage by over 100%- Project managed, built, and launched a new Digital Customer Success program supporting up to 10,000 clients worth £12m.- Managed the Gainsight Customer Success platform front to back supporting a department of 67 people with the tools and knowledge needed to improve performance. - Launched Onboarding and Renewal programs to address identified client pain points which resulted in 10-20% higher retention rates.- Owned key departmental metrics around retention, NPS and coverage and brought visibility to the business during quarterly planning meetings with the C-Level Leadership Team across UK and Ireland.- Helped develop a four-module onboarding program for new Gainsight end users used by 6 people to-date and reducing the onboarding time by 2 hours- Actively help manage change across the team including setting KPIs and the release of a new bonus scheme.- Currently working on a Client Advocacy and Referral program that will deliver valuable testimonials for use in sales and marketing.- Currently working on an expanded NPS and Customer Satisfaction program that is expected to double the number of responses and provide further visibility on customer sentiment.
Dec 2021 - Jun 2023
Customer Insights Analyst
- Moved the departmental reporting from several Excel files into one centralised Power BI app saving eight managers two days a week of reporting.- Built a suite of Salesforce reports and dashboards for Sales and Support managers that allowed teams to maximise their performance and consistently meet their service levels and KPIs.- Analysed complex data sets, built queries and provided detailed insights to wider stakeholders in the business that helped define the strategy that saw our Time to Value metric decrease by 1 day.- Experience using BI tools such as Power BI and Tableau, with knowledge of ETL, DAX/M languages, creating measures and modelling data for analysis/visualisation. rmance data. - Run the department’s customer experience sampling. Finding, organising and arranging data into a consumable format and communicating what it means plus actions and useful insight. - Provide accurate data to allow teams to maximise their performance and meet service levels and KPIs. - Analyse complex data sets, building queries and providing detailed insights to wider stakeholders in the business. - Provide robust data to back up the management team when they present business cases – providing advice and experience throughout the process. - Provide ad hoc reports on request to any area of the business. - Work on cross-functional projects as and when required. - Experience in analysing customer experience data, from calls/emails/live chats/surveys/review sites etc
Aug 2021 - Dec 2021
Reporting & Feedback Consultant
- Data Modelling / Data Visualisation / Power BI / Power BI Report Server- SQL Server 2019 / Management Studio / Report Builder / SSDT / SSRS- Advanced Excel / Power Query / Power Pivot - Tableau- Microsoft Power Automate / Sharepoint- Salesforce CRM- Call Reporting and Daily MI Reporting- Dashboards and Reports- NPS and Surveying- Coaching
Oct 2016 - Aug 2021
Level 4 Data Analyst Apprenticeship
- EMC Data Science Associate- BCS Certificate in Data Analysis Tools- BCS Diploma in Data Analysis Concepts- CIW Data Analytics- RapidMiner, Knime, Orange- Data Gathering, Analysis, Cleansing, Visualisation- SQL, SQL Workbench- Dashboards, Tableau and PowerBi- Rapid Miner, R, Regression & Clustering- Big Data- Advanced analytics theories and methods
Jul 2017 - Jul 2019
Quality Assurance / Creative Specialist
- Quality Assurance- Customer Service- Editing and Proofreading- Coaching- Working to SLAs- Creative Photoshop
Aug 2014 - Nov 2016
Quality Assurance Agent
- Quality Assurance- Auditing and Sampling- Coaching Including 1-2-1 Feedback- SQL and Daily MI Reporting- Microsoft Excel- Project Work (OEE Quality Framework Review, OEE Quality Framework Pilot)
Feb 2013 - Aug 2014
Sales Support Administrator
- Customer Service- Editing and Proofreading- Coaching- Microsoft Office
Sep 2012 - Feb 2013
Report Editor
- Quality Assurance- Editing and Proofreading- Market Research- Healthcare, Energy
Dec 2010 - Jul 2012
Work Placement At Sir Kenneth Green Library
- Project Work- Dewey Decimal Classification- Collection Management- Communication- Microsoft Word, Excel, and Publisher.
Feb 2011 - Mar 2011
Team & coworkers
Colleagues at Leapwork
Other employees you can reach at leapwork.com. View company contacts for 96 employees →
RM
Rachit Mehrotra
Colleague at LeapworkGhaziabad, Uttar Pradesh, India
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MG
Martyna Gwoździowska
Colleague at LeapworkPoland
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SM
Shabnam Mannan
Colleague at LeapworkDelhi, India
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NB
Niharika Basrani
Colleague at LeapworkGurgaon, Haryana, India
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LV
Leandro Vicente Lopez
Colleague at LeapworkOklahoma City, Oklahoma, United States
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AG
Abhisarth Gupta
Colleague at LeapworkGurugram, Haryana, India
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SS
Sarvesh Shukla
Colleague at LeapworkGurgaon, Haryana, India
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SM
Suyash Malik
Colleague at LeapworkGhaziabad, Uttar Pradesh, India
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NM
Nithya Manikannan
Colleague at LeapworkIndia
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IH
Isabell Hansson
Colleague at LeapworkCopenhagen, Capital Region Of Denmark, Denmark
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Rachit Mehrotra
Colleague at LeapworkGhaziabad, Uttar Pradesh, India
View →
MG
Martyna Gwoździowska
Colleague at LeapworkPoland
View →
SM
Shabnam Mannan
Colleague at LeapworkDelhi, India
View →
NB
Niharika Basrani
Colleague at LeapworkGurgaon, Haryana, India
View →
LV
Leandro Vicente Lopez
Colleague at LeapworkOklahoma City, Oklahoma, United States
View →
AG
Abhisarth Gupta
Colleague at LeapworkGurugram, Haryana, India
View →
SS
Sarvesh Shukla
Colleague at LeapworkGurgaon, Haryana, India
View →
SM
Suyash Malik
Colleague at LeapworkGhaziabad, Uttar Pradesh, India
View →
NM
Nithya Manikannan
Colleague at LeapworkIndia
View →
IH
Isabell Hansson
Colleague at LeapworkCopenhagen, Capital Region Of Denmark, Denmark
View →
4 education records
Duncan Young education
Library And Information Management
Manchester Metropolitan University
Ba, American Studies
A Levels, A Levels In Mathematics, History And Geography
Wyedean Sixth Form
Gcses, Gcses In 13 Subjects Inc. Mathematics, English Language, Science And French
Wyedean School
FAQ
Frequently asked questions about Duncan Young
Quick answers generated from the profile data available on this page.
What company does Duncan Young work for?
Duncan Young works for Leapwork.
What is Duncan Young's role at Leapwork?
Duncan Young is listed as Customer Success Operations Manager | Strategic SaaS & Professional Services Leader | Building Scalable Post Sales Processes at Leapwork.
What is Duncan Young's email address?
AeroLeads has found 1 work email signal at @totaljobsgroup.com for Duncan Young at Leapwork.
Where is Duncan Young based?
Duncan Young is based in London, England, United Kingdom while working with Leapwork.
What companies has Duncan Young worked for?
Duncan Young has worked for Leapwork, The Stepstone Group, Totaljobs Group, Countrywide Estate Agents, and Globaldata.
Who are Duncan Young's colleagues at Leapwork?
Duncan Young's colleagues at Leapwork include Rachit Mehrotra, Martyna Gwoździowska, Shabnam Mannan, Niharika Basrani, and Leandro Vicente Lopez.
How can I contact Duncan Young?
You can use AeroLeads to view verified contact signals for Duncan Young at Leapwork, including work email, phone, and LinkedIn data when available.
What schools did Duncan Young attend?
Duncan Young holds Library And Information Management from Manchester Metropolitan University.
What skills is Duncan Young known for?
Duncan Young is listed with skills including Customer Service, Quality Assurance, Microsoft Excel, Editing, Information Literacy, Information Management, Social Media, and Data Analysis.
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