Customer Success & Commercial Leadership · London
I build customer success functions that hold revenue and grow it.
Twenty years across Adobe, SAP SuccessFactors, Salesforce (Slack) and Optimizely, most recently standing up the UK business at Stitch as their first Client Partner outside the US. Enterprise retention and expansion, teams that deliver it, and the systems underneath.
180%
Net revenue retention at Adobe, on a travel and retail portfolio grown from $8M to $25M.
95%+
Gross renewal rate on a £1.3M enterprise book at Slack.
£930K
Closed at Stitch inside the first year, from a standing start in a new market.
£15M
Burberry renewed on a three year contract at SAP SuccessFactors.
5 to 25
Adobe UK customer success team scaled on an onboarding programme I designed.
What I am actually good at
01
Building the function from nothing
Stitch UK from a standing start. Adobe's UK onboarding programme as the team went from 5 to 25. The Complexity Model I rebuilt at SAP that was adopted as the EMEA and US standard. Adoption and maturity frameworks at Slack that the EMEA team ran on.
02
Holding revenue, then growing it
HSBC taken from a 200 seat proof of concept into a bank wide programme. SumUp's ARR preserved through a 50% cut to their UK headcount. Two at risk Adobe accounts turned from critical into active advocacy. Renewals, expansion, and the awkward conversations in between.
03
Leading the people who do it
Two Senior CSMs mentored to Principal level at Slack. UK team lead at Stitch: 1:1s, target setting, career planning, lobbying the US leadership for training and client exposure, and negotiating the office they wanted. Player coach is where I am most useful.
Selected work
Five places the work is easiest to point at.
Stitch.cx
First Client Partner appointed outside the US. Built the UK commercial motion from scratch across financial services, B2B tech and pharma, running roughly £2.5M of new business pipeline and closing £930K: Birkenstock at £450K, Virgin Active at £420K across three engagements, Zego at £57K.
Defined the EMEA go to market motion alongside Braze account executives and customer success managers. Peer to peer co-sell, POVs, use cases and ROI cases, and hands on upskilling of both teams while the Braze HQ marketing support layer thinned out. Also ran the Wizz Air migration programme and a multi market Virgin Active SOW into Singapore and Thailand.
Salesforce (Slack)
A £1.3M enterprise portfolio: HSBC, SumUp, Holland & Barrett. Took HSBC's Corporate & Institutional Banking 200 seat proof of concept, expanded Slack out of Engineering into HR and People, and seeded a global onboarding roadmap.
22% adoption uplift, 95%+ gross renewal, NPS consistently above 80. Set the EMEA team standards still worth stealing: discovery framework, stakeholder mapping, objectives hierarchy, value selling scorecards, all embedded in two year account plans.
SAP SuccessFactors
Burberry, BAT and EDF, working through EY, IBM and TCS as delivery partners. Renewed Burberry's three year £15M contract on the back of executive commitment and genuine roadmap alignment. Rebuilt SAP's Complexity Model and watched it become the standard toolkit across EMEA and the US.
Adobe Experience Cloud
Grew a travel and retail portfolio from $8M to $25M at 180% net revenue retention, working with Ryanair, British Airways, TUI and Chelsea FC, then stepped up to own $35M of enterprise success delivery across Tesco, Vodafone and Etihad. Designed and led the UK onboarding programme as customer success scaled from 5 people to 25.
Named Adobe's Most Innovative CSM in 2016, and one of three people worldwide nominated for Global CSM of the Year in 2017.
e-Dialog / eBay
A VP sponsored Lean Six Sigma redesign of service and production workflow across a 200 person martech SaaS business, run through the eBay acquisition when everyone reapplied for their own jobs. We then productised it into a £60K engagement for British Airways that took 30% out of their man hours.
How I work now
I build with AI daily, and not in the demo sense.
At Stitch I designed and built the UK sales and delivery dashboard from scratch. It pulled HubSpot, Google Calendar, Gmail and Granola together with individual targets, role allocations, billing and profitability, and gave the team live pipeline, forecasting and resourcing visibility that did not exist before I made it.
I ran a Claude built research workstream that scoped Zego's three phase £500K engagement end to end. At Velovie the same habit runs the marketing planning, brand strategy, custom Shopify theming, automated engagement, data consolidation and SEO.
Most of what I ship now, I ship with AI in the loop. It is the part of my CV I would bet on hardest.
On the side, properly
Velovie
A cycling apparel brand and hyperlocal community platform in London, with Lumo as the running sub brand. I own the Shopify build, the SEO, the CRM automation and the partnerships with clubs, teams and events, and the Velovie Cycling Club is the growth engine underneath it.
It started when I stepped back from full time enterprise work to support family through illness. It keeps me on the operator's side of the table: real customers, real margins, real churn, and no one else to hand it to.
Career at a glance
- 2025 to 2026Client Partner, UK & North Europe, Stitch.cx
- 2023 to presentFounder & Commercial Lead, Velovie
- 2021 to 2023Principal Success Manager, Enterprise, Salesforce (Slack)
- 2019 to 2021Senior CSM, Enterprise, SAP SuccessFactors
- 2018 to 2019Senior CSM, Enterprise, Optimizely
- 2015 to 2018Senior CSM, Enterprise, Adobe Experience Cloud
- 2010 to 2012Operational transformation, e-Dialog / eBay
Contact
Happy to talk. Email is the fastest way to reach me.
London based, full right to work in the UK, no sponsorship needed. Open to customer success leadership, strategic account and commercial roles across the UK and EMEA.