Experienced strategic leader with 20+ years driving customer success and post-sales excellence in SaaS and retail technology. Skilled in designing and delivering onboarding, adoption, and retention programs that accelerate time-to-value and enhance Net Revenue Retention. Proven ability to build scalable, digital-first customer success frameworks and enablement content that empower customers and align cross-functional teams toward shared business goals. Adept at partnering with Product, Sales, and Support to create seamless, goal-oriented customer journeys. Eager to now leverage my expertise to drive customer-centric growth and operational excellence in a dynamic, mission-driven environment.
• Led VoC programs feeding directly into the product roadmap, increasing CSAT by 18%. • Designed and scaled onboarding frameworks, reducing time to value by 28%. • Partnered with Product to design onboarding playbooks, improving early adoption by 35%. • Conducted customer analysis to inform GTM decision-making and drive product improvements. • Developed and implemented a multi-channel engagement campaign, achieving a 40% increase in active user engagement.
• Designed and launched B2B Customer Success frameworks across EMEA, driving a 36% revenue uplift through proactive account management and tailored post-sales engagement. • Implemented Digital Customer Experience (DCX) initiatives that boosted B2C online engagement by 32%. • Introduced quarterly value alignment reviews, driving a 40% YoY increase in upsell pipeline. • Recruited and coached cross-functional teams on customer-centric best practices, increasing NPS to 70. • Formulated structured monthly performance reviews with teams, using KPI dashboards to drive accountability, identify coaching opportunities, improve team efficiency and customer outcomes
• Managed multi-million-pound renewal and expansion negotiations with enterprise clients including John Lewis, Sainsbury’s Argos, and Dixons Carphone Group, increasing customer lifetime value by 56%. • Chaired the enterprise Customer Advisory Board (CAB), aligning product roadmap with client priorities and directly influencing £2M in upsell revenue. • Established structured monthly team performance reviews using KPI dashboards to drive accountability, uncover coaching opportunities, and improve customer outcomes. • Introduced agile delivery methodologies across teams, reducing project delivery time by 25% and achieving a 100% success rate in on-time, on-budget platform implementations. • Acted as senior point of contact for all support operations across EMEA, leading major incident escalations and service recovery initiatives to protect client trust and continuity.
• Drove customer success transformation that scaled revenue from £1M to £5M and boosted Net Revenue Retention from 94% to 116% through predictive health scoring, QBRs, and expansion programs • Scaled global post-sales org from 3 to 20+, overseeing Customer Success, Onboarding, Support, and Professional Services across EMEA and APAC. • Led end-to-end enterprise onboarding for high-value retail clients, reducing time-to-value by 35% through digital playbooks, proactive enablement, and customer education. • Developed cross-functional customer feedback loops and CS OKRs, aligning team goals with Sales, Product, and Service, increasing customer advocacy by 35%.
• Launched EMEA CS org from scratch, owned onboarding, training, and customer growth programs. • Owned customer acquisition (RFI, RFP responses) negotiating with procurement teams to secure contracts with Enterprise retailers including Tesco, Sainsbury’s Argos, and Dixons Carphone amongst others.
• Advised multiple early-stage companies on Customer Success and Go-to-Market strategies, building foundational frameworks that enhanced customer awareness, loyalty, and lifetime value.
Carolyne was a pivotal member of the Virtualstock team. Her role in the company included overseeing the account management team for our largest clients. She performed extremely well in her role, establishing close partnerships with key individuals within the client, closely managing the VS team in accordance with detailed account plans. Carolyne sat on the SLT and was a big part of establishing the culture within the company.