Description

I help B2B SaaS companies improve retention, increase NRR, and scale Customer Success teams.

With 15+ years across Europe, North America and APAC, I’ve led Customer Success and CX programs for enterprise organisations and high-growth tech companies.

What I specialise in

Retention & churn reduction strategies
Customer Success team design & segmentation
Post-acquisition integration & process stabilisation
Voice of Customer (VoC) & CX transformation
Scaling from high-touch to hybrid / 1-to-many models

Selected impact

+25 to +35 NPS improvement across global programs (25+ countries)
Managed renewal portfolios exceeding $75M ARR
Designed CX programs reaching up to 95% customer coverage
Delivered measurable revenue growth through retention and expansion

How I work

I combine strategic advisory with hands-on execution, partnering with leadership, product and revenue teams to deliver measurable outcomes.

Typical engagements

Retention & NRR audit (2–4 weeks)
Customer Success operating model design
30-60-90 day transformation plans
Fractional Head of Customer Success

Bilingual French/English, I help organisations align global strategy with local execution across European and international markets.

Industry field of expertise

Languages

English
Native or bilingual
French
Native or bilingual

Workplace preferences

Can work on-site

London (up to 50km)

Sectigo
Director, Customer retention and growth
DIGITAL AND IT
September 2025 - Today (11 months)
London, United Kingdom
Managed a $70M+ global renewal portfolio, improving forecast accuracy and revenue predictability across Americas, EMEA, and APJ
Redesigned segmentation and coverage model (3,000+ customers), aligning resources to revenue potential across Strategic, Enterprise, and SMB segments
Implemented structured forecasting and operating cadences (win rooms, pipeline reviews), increasing visibility on risk and enabling proactive gap-to-plan mitigation
Built and aligned renewal quotas and performance frameworks, connecting individual targets to global revenue objectives
Led churn and downsell analysis, identifying root causes and deploying targeted recovery and win-back initiatives
Improved data quality and renewal governance post-acquisition, reducing ambiguity in account ownership and pipeline tracking
Developed scalable renewal and expansion playbooks, supporting +21% ARR growth and +14% uplift in targeted segments
Retention & Churn Reduction SaaS Growth (NRR / Expansion) Upsell / Cross-sell Strategy
Goodays
Head of Customer Success
DIGITAL AND IT
March 2019 - August 2025 (6 years and 5 months)
London, United Kingdom
Led Customer Success across EMEA & APAC, supporting a global SaaS client base and driving 15%+ YoY ARR growth
Reduced churn through structured lifecycle and engagement strategies, improving retention across enterprise and mid-market segments
Designed and implemented a segmentation model based on customer maturity, enabling scalable, tiered service delivery
Built a churn-risk assessment framework, increasing renewal predictability and enabling proactive risk mitigation
Delivered global Voice of Customer (VoC) and CX programs across EMEA & APAC
Partnered with Product and Engineering to translate enterprise client needs into roadmap priorities
Advised enterprise clients on CX performance and transformation strategies, linking customer experience to measurable business outcomes
Customer Success Strategy Voice of Customer (VoC) NPS / Customer Satisfaction Customer Success Operations (CS Ops) Scaling Customer Success Operations
NICE Satmetrix
EMEA Client Partner, Enterprise Solutions
November 2015 - March 2019 (3 years and 4 months)
London, UK
• • Led a team of Client Success Managers, ensuring overall client success for EMEA enterprise clients
• • Developed annual strategic plans focused on growth, retention, and reputation
• • Responsible for overall client success and health for a portfolio of Enterprise accounts.
• • Ensure clients get the maximum value out of their Customer Experience Management programme by helping them set-up their software and providing them with latest knowledge and information on how to run such a programme.
• • Work with clients in understanding their business objectives, develop and execute implementation project plans to drive early life client success and adoption among their stakeholders through application setup, training and onboarding.
• • Formulate for them comprehensive strategic recommendations for ensuring optimal customer experience and regularly assess progress of these solutions.
• • Provide continued value-add in ongoing interactions by reviewing health dashboards and closely monitoring adoption rates.
• • Drive and execute renewals, including proactively identify and prioritise accounts focusing efforts according to perceived risk, potential growth, strategic value, and renewal timeframe.
• • Partner with our Engineering and Support teams to ensure that our cross-functional efforts are aligned to achieve client objectives, work with the Product Management team to ensure customer feature requests and expectations are managed.
• • Keep up to date on latest trends in customer experience management practices by periodically reviewing relevant literature and getting involved in group discussions.