Senior Customer Success Manager with over 10 years’ experience. Strong background in business strategy, knowledge of market research, digital marketing and social media management. Previous experience in sales roles (IT recruitment) – both business development and account management of large enterprise accounts. Experienced in working with C-level stakeholders and senior management from FTSE100 companies across various industries, regions and cultures (EMEA, APAC and NA). Have managed a full SaaS customer life cycle: on-boarding, driving engagement and product adoption, helping customers to improve their market maturity, identifying up-selling and cross-selling opportunities and closing complex renewals. Passionate about helping customers accomplish their strategic business goals - increasing their revenue and reducing costs. Achieved 95 -100% customer retention targets in all CSM roles. Key focus areas:- Client relationship management- Executive Business Reviews- Creating & executing against a Success Plan/Project Plan- Influencing change in complex organizations - Software as a service contract renewals- Escalations & issue resolution- Thought leadership & industry trends- Up-sell & cross- sell- Internal & external stakeholder management