Growth Molecules is a Customer Success advisory firm that helps companies protect and grow recurring revenue.

Promoted to COO when we made a major acquisition. Responsibilities expanded to include ownership of Partner Operations, as well as newly-formed Business Operations team.

ShootProof is a leading provider of online gallery software, sales, and business management tools for professional and semi-professional photographers around the world. Joined as first VP Customer Success. Established a Digital CS strategy, including Customer Education, In-App Enablement and Community initiatives to support the company's Product-Led GTM motion.

SuccessHACKER provides Customer Success professional development solutions in the form of on-demand and live training programs.Co-developed a globally-renowned CSM training program, which has since empowered 20,000+ Customer Success practitioners worldwide.

As SVP Client Services, I was responsible for managing our global customer-facing teams, which included Customer Success, Professional Services (onboarding), Technical Support and Education. Success in this role was measured in terms of customer satisfaction, revenue retention and net upsell. Key accomplishments included:+ Transforming a poor performing support team into a world-class organization, providing 24/7/365 support to customers across the globe and achieving record positive feedback scores.+ Turning a loss-making professional services organization into one that was profitable, whilst improving onboarding / implementation project satisfaction and accelerating time-to-value.+ Articulating a vision for a new Customer Success organization, achieving board buy-in, and then building the organization from the ground up. The end result was a significant improvement in revenue retention and net upsell, taking the company above 100% NRR territory for the first time ever.In addition to my responsibilities above, I was also responsible for the overall P&L and performance of Brightpearl's North American business. As the only member of the Executive team located outside the United Kingdom, I both provided cross-functional leadership for US employees as well as acted as an external spokesman, representing the company at events and in the media.

Brightpearl is a cloud-based platform that integrates orders, inventory and customer data across channels. Brightpearl eliminates the need for multi-channel retailers to have to cobble together spreadsheets, manual processes and point solution software. At Brightpearl I was responsible for all customer-supporting teams, including Customer Success, Technical Support, Professional (Launch) Services and Training. I also managed relationships with key strategic partners.

Responsible for European revenue and operations and a team of approx. 40 individuals located in the UK, Ireland and Germany. Grew ChannelAdvisor (pre-IPO) European revenues from $1m to $7m and established the company as the leading provider of technology and service channel management solutions for mid-tier and enterprise retailers.

Responsible for sales & service teams in the UK & Ireland SME sectors.

#2 employee in the UK, tasked with bringing the successful ChannelAdvisor proposition to market in Europe. Responsible for acquisition and retention activities for UK-based customers.

Lead Engineer for oils and grease products for the Esso / Toyota F1 team technology partnership.