Work & Experience
ENSEK Ltd 08/21/2023 - 11/10/2025
Head of Customer Success
• Rebuilt and deployed the entire Customer Success function, including strategy, process design, compensation models, and team focus. • Managed a high-value customer portfolio, delivering personalised yet scalable engagement and measurable retention gains. • Defined and rolled out a customer engagement framework covering onboarding, adoption, Customer feedback, and growth. • Drove transformation from reactive account management to strategic, outcome-based Customer Success aligned to revenue retention and expansion.
Alation Inc | 09/05/2022 - 03/31/2023
Director, Customer Success EMEA | Sep 2022 – Mar 2023
• Led and scaled the EMEA Customer Success team in a high-growth SaaS environment. • Delivered over 110% NRR and reduced churn through proactive engagement and advocacy programs. • Created data-driven playbooks to standardise engagement, drive adoption, and improve renewal rates. • Partnered cross-functionally with Sales and Product to ensure customer insights influenced GTM and roadmap decisions.
Infor Inc. (a Koch Industries Company) 05/01/2019 - 08/31/2022
Senior Director, Customer Success International
• Oversaw $200M+ book of business across EMEA and APAC, achieving 94%+ Gross Retention. • Introduced a tiered delivery model ('White Glove' to 'Tech Touch') using automation and health scoring tools. • Built a reporting framework converting CS performance data into executive-level insights. • Championed customer feedback to shape product improvements and corporate strategy.
Birst Inc. Accquired by Infor 09/16/2013 - 04/30/2019
Senior Director, Customer Success EMEA
• Scaled Customer Success from startup phase to managing a $25M ARR portfolio across EMEA and APAC. • Achieved consistent 100%+ NRR through upsell and service expansion programs. • Hired, coached, and developed high-performing CSM teams focused on value realisation and retention. • Partnered with global enterprise customers ($1M+ ARR) to drive adoption, growth, and advocacy.
BigMachines Inc. 10/01/2009 - 08/31/2013
Customer Success Manager | | 2009 – 2013
• Delivered 200% of bookings target and 100% renewal attainment. • Increased adoption across all customers by over 80%, driving measurable ROI outcomes. • Managed renewals, expansions, and customer escalations in a high-growth CPQ SaaS company.
Consona CRM 06/01/2007 - 09/14/2009
Account Executive | | 2007 – 2009
• Exceeded sales targets (107%–130%) across CRM, Knowledge Management, and Campaign Management solutions.
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