Peter Lyon Email & Phone Number

Dublin, Ie

London, England, Gb

Wigmore IT provides Strategic and Technology CS Managed Services to global SaaS organizations. We are Gainsight (Five Game-Changer awards) and Intercom Certified Partners. We build the Operating Model between Strategy and Enterprise Architecture to drive Measurable Customer Results.

London, Gb

Co-Founder of Customer Success Network, a digital and event focused not for profit peer learning community for Customer Success Professionals at all levels. We have in excess of 25,000 members of online members and support our community with Customer Success Meetups and Customer Success conferences in Dublin, London, Paris, Amsterdam and other major European cities. Join up at https://customersuccessnetwork.org/

Dublin, Dublin, Ie

Irish B2B SaaS post start-up company, 80+ employees. Dublin, London, Derry, Cork and New York. eDesk serves thousands of customers solving their eCommerce Customer Service experiences. We are selected over Zendesk and Freshdesk as we are built for eCommerce.• Owning the entire Post Sales journey with focus on NRR growth through rigorous operational process, delighting customers and expanding our offering within out customer base. • Acting as the Voice of the Customer, building a world-class customer-facing team, and collaborating with Product, Sales, Marketing, Engineering, and Finance to drive organizational change

Denver, Colorado, Us

Irish B2B SaaS post start-up company, 650-employees. Cork and Denver USA HQs, PE-based. Employee / Internal Communications, SaaS Platform > $100m ARR, 5,000 customers. Competitors include FirstUp Staffbase and Beekeeper.• Owned the entire Post Sales journey with a team of 110 including 6 x direct reports (Director Onboarding, Director Customer Success, Director Learning & Education, Director Renewals and Director Support)• As a member of the Executive team, asked to deliver outstanding Customer Value and drive ARR revenue growth• Acted as the Voice of the Customer, built a world-class customer-facing team, and collaborating with Product, Sales, Marketing, Engineering, and Finance to drive organizational changeACHIEVEMENTS:- Successfully completed the sale of Poppulo to Vista Equity Partners- Delivered customer/segmentation strategies for retention, expansion, and price optimization- Gained insights through segmented data reporting, and managed customer transformational programs for ARR growth and retention- Achieved GR>94%; NRR > 115% - Achieved 177% of Plan in Price Increase execution in 2022- Increased Time to Value and Expanded opportunities ultimately leading in increased NRR (+121%)- Transformed the Onboarding Team and process leading to 35% reduction in onboarding time- Implemented a Customer Success Operations team to manage and report on business performance metrics – TTM GR, TTM NR, NPS, CSATs, Value Statements and Churn Analysis / Regression Analysis- Hired and developed over 30 CSMs and 5 senior CS roles in USA and EMEA as well as coached existing team members in Customer Success best practices- Established Customer Advocacy processes with Marketing to capture Success Stories, Case Studies, Reference sites and speakers for conferences

New York, Ny, Us

Brightflag is a 150-person, New York HQ, Series-B ($28m) scale-up SaaS firm. Legal Technology for in-house legal departments. Enterprise customers. ARR ranges from $50k to $800k. Competitors include Lawvu, Acuity, and LexisNexis. - 15 reports, created a global, scalable strategy for Customer Success, Implementation & Professional Services- Responsible for all Post-Sales Customer activity across North America, EMEA and APAC- Customers were all large multi-national organisations such as Uber, Royal Bank of Scotland, QBE Insurance, Suncorp and Ferring Pharmaceuticals- Implemented the role of Customer Success Operations to manage and report on Customer Success key metrics – NPS, CSATs, Adoption Reports, key value data points for QBRs.- Recruited Head of Implementation and Senior Customer Success Managers as well as coached and mentored existing team members in Customer Success best practice- Worked in collaboration with the VP and other key members of the Engineering team on prioritising platform improvements, key feature requests and defects- Established Customer Advocacy processes with Marketing to capture Success Stories, Case Studies, Reference sites and speakers for Brightflag conferences- Responsible for negotiating renewals at C-level and at Chief Legal Officer / General Counsel level- Engaged in Pre-Sales activities and negotiations for large contracts

Swords, Dublin, Ie

Irish SaaS firm, Dublin HQ, 40-employees, SaaS Mapping Software for Sales, Marketing and Operations. Visualization and Analytics software. Strong focus on the USA market. Competitors include Esri, Google Earth and Salesforce Maps.Chief Customer Officer- Reporting to the CEO, I was responsible for all ARR from new and existing customers- Customers included Henkel, Coca-Cola, VMware and other enterprise businesses mainly in USA- Built and developed a world-class Sales and Customer Success Team - Identified and implemented new Pricing models - Increased NPS scores in excess of 50 over a two-year period- Successfully negotiated contracts in excess of $100k and 500+ Users - Ensured Customers achieved value from the on-boarding, adoption and usage of products- Continually improved internal processes to reduce churn and increase customer value- Utilised usage data & KPIs (NPS, CSAT, support response rates) to drive adoption and customer behaviour- Worked with key stakeholders in developing Customer Marketing programmes- Achieved retention rates of over 90% by introducing new Customer Success strategies

Aylesbury, Buckinghamshire, Gb

Esri UK and Esri Ireland are distributors in the British Isles for Environmental Systems Research Institute of Redlands, California. Esri is the world leader in Geographical Information Systems (“GIS”) software with a turnover of circa $1billion.March 2010 to June 2015 Customer Success and Professional Services Director Promoted to the leadership team within the Customer Success function comprising of Professional Services, Customer Success Managers and Business Consultants (150 staff in the UK and Ireland) Responsible for PS & CS functions managing P&L of £30m of revenue (£14million of ARR, 96% renewal rate) Consistently achieved >40% margin on Professional Services  Contributed at board level to the strategic direction of the business and execution of the Corporate Strategy Recruited and developed a commercially minded and customer centric team Developed a Customer Data Analyst process for reporting on key Customer Analytics (CSATs, NPS, Support analysis - response times) Negotiated multi-million contracts with senior customer stakeholder in both private and public sector  Increased profitability and revenue for the business through greater Customer retention and upselling Led a cross functional senior management team, executed a new Customer Success strategy Successfully transformed 60+ staff into Customer Success Management roles Implemented performance metrics across Sales, Marketing, Customer Success, Support & Professional Services

Dublin, County Dublin, Ie

July 2002 to Feb 2010Managing Director, Ireland Hired to start-up the Irish operations P&L responsibility and grew team to 50-employees Strengthened and developed a senior management team Managed key customers at the highest level Scaled from start-up to €6.5million in annual revenue with 23% Return on Sales Established Esri Ireland as the market leader in Ireland  Achieved International Marketing awards for Digital Marketing

Paris, France, Fr

Capgemini is one of the world's foremost providers of consulting, technology, outsourcing services and local professional services. Present in over 40 countries with almost 145,000 people, the Capgemini Group helps its clients transform in order to improve their performance and competitive positioning. - Responsible for developing Sales for Enterprise IT Systems in the Irish Public Sector- Business Development of key Public Sector accounts - Met and exceeded Sales targets - Developed strategies for Up-Selling and Cross- Selling of Professional Services

- Responsible for key account management - Business Development of prospective Customers

- Responsible for Sales across EMEA - Management of Sales Team across Europe

Roseland, New Jersey, Us

NewsEdge was a NASDAQ listed Real-Time Financial and Business information Technology company based in Boston. - Part of pre-IPO and post-IPO first Management team in Europe- Responsible for Sales and Customer Support Teams across Northern Europe - Identifying, developing and executing Sales strategies in Northern Europe- Business Development in top Financial and Pharmaceutical - Global Account Manager for major Financial Institutions