Expertise in Spatial Computing, XR, AR, VR, and AI-driven SaaS for Learning & Development.Ownership key accounts and of XR/AR/VR SaaS platform revenue, including Sales, Account Management, New Business, Upselling, and Renewals.Skilled in driving growth across diverse revenue streams while ensuring customer success and long-term partnerships.

Building the customer success strategy and team with the leader in augmented reality SaaS- Strategic planning from day 1 to ensure we're meeting our customers needs - Developing relationships with strategic Enterprise accounts- Scaling the customer success team with the business - Delivering on my promise to make the company customer-centric

Managing a team of 8 individual reports across 3 disciplines - customer success, customer support and onboarding - Grew the team by hiring 3 new hires in 6 months - ensuring they were trained, equipped for the job and set up to succeed - Introduced weekly call coaching in customer success to enshrine best practice- Ensured a customer retention rate of 97% - Accountable for > £2m worth of annual recurring revenue to the business - Drove product changes in the roadmap based on customer feedback- Key role in the rebrand of the company in July 2020 and owned customer communications- Responsible for restructuring the team to ensure business continuity and bringing onboarding into the customer success function to ensure we owned the full customer lifecycle

Lightful is a tech for good company that believes technology can change the beyond profit sector. I work as a customer succes and relationship manager in the SaaS division, championing our social media management platform for charities.‣ Owned product onboarding and developed solutions to onboard customers, driving product activation up 38% to 68%‣ Customer engagement and account management through a 12 month education programme‣ Delivering free and paid training across a broad rage of clients - online and face to face training including one to many ‣ Developing systems and processes for a customer health score including introducing JIRA for tracking workload ‣ Delivering insight into management level meetings around onboarding, retention, churn and engagementRepresented the company through training and talk at sector events ‣ Developed strong relationships with our paid, cohort and free SaaS platform customers‣ Building systems for a scalable, global solution that serves organisations of all sizes using best in class software including Salesforce and Intercom

Helping organisations optimise their SaaS subscription through targeted B2B communications and marketing. ‣ Writing high quality copy for all B2B communications‣ Curator and content creator of the JustGiving Blog (blog.justgiving.com) ‣ Delivery of monthly, segmented charity newsletter with CTO of > 50% across 20,000+ contacts‣ Crafting email communications to ensure maximum open rate and engagement‣ Developing in-product account pop-ups to deliver information to customers

‣ Supporting charities using JustGiving for their digital fundraising success‣ Delivering education to the sector so partner charities can harness the power of our platform‣ Supporting and championing growth in the charity sector powered by data and driven by success As a customer success evangelist for the online fundraising division of Blackbaud Europe - working across our JustGiving and Everydayhero platforms - my focus is long-term relationship building, value and sustainable success for our customers using the platform and driving growth.The success team will be the sector champion for the small, ambitious growing charities who want to make their mark and change the world.

‣ Onboarding new customers to the everydayhero platform through product training‣ Conducting customer health meetings to establish overall satisfaction and help customers maximise value from the platform‣ Proactively monitoring and reporting on customer health‣ Sharing new features and understanding customer requirements and issues to feed back to our product development team‣ Identifying new opportunities and working collaboratively with the customer and internal teams to see those opportunities come to fruition‣ Understanding customer’s strategic direction and aligning our products and services to support those initiativesAs a customer success evangelist for the online fundraising division of Blackbaud Europe - working with our everydayhero product - my focus is long-term relationship building, value and sustainable success for our customers using the platform and driving growth toward online fundraising. everydayhero allows charities to build branded fundraising websites which are powered with social features and fully mobile enabled. Events are quick and easy to launch - giving you the ability to regain control and engagement with your event fundraisers and supporters. We've recently launched our Customer Resource Centre, a large collection of video tutorials, templates and support to help you get more out of the everydayhero platform. Check it out here: http://charity.everydayhero.co.uk/ Interested in everydayhero? You can reach me on tom.defraine@blackbaud.co.uk

Oversight and management of our student fundraising programme with a focus on developing new business and working to grow key clients across the student fundraising sector. ‣ Fundraising, event management and marketing for an award winning medical charity‣ Strategic oversight of two support staff members working in the fundraising team‣ Developing and managing business growth in line with our charitable objectives ‣ Direct account management of partners with a net worth of over £250,000 of income‣ Graphic design and development support with marketing materials ‣ Management of social media channels, writing copy for Facebook and charity website‣ Management of over 200 individual student fundraisers who help us raise over £400,000

Fundraising and stewardship in a development role with Meningitis Research Foundation based in Thornbury, Bristol.‣ Fundraising, event management and marketing for an award winning medical charity‣ Direct account management of partners with a net worth of over £250,000 of income‣ Graphic design and development support with marketing materials ‣ Designing and working as part of the Comms team on graphics, posters, leaflets and flyers‣ Management of social media channels, writing copy for Facebook and charity website‣ Management of over 100 student fundraisers climbing Kilimanjaro

Fundraising and event management for the biggest children's charity in the UK. ‣ Engaging with local communities about the work Action for Children does‣ Meeting ambassadors, RAG societies and business groups. ‣ Working directly with student fundraising organisations to build relationships‣ Recruitment and direct management of volunteers for The Lindt Big Egg Hunt‣ Management of Virgin London Marathon runners and their fundraising ‣ Managing challenge events and our participants who do amazing things for usThis is a very front-facing, communtiy focused fundraising role with emphasis on building long-term relationships.