About Me
Education
University of Sheffield 1995
Physics & Electronics
Study the laws that shape the universe with our accredited BSc Physics course. Explore the topics behind major technological advancements, and gain the fundamental knowledge and skills that every physicist needs for a successful career.
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.