Bio

As a Customer Success Leader with ~20 years experience, I know how important it is to have the right corporate foundations in place so that it truly delivers on its promise to increase lifetime customer value. I previously set up my own CS consulting business, (CSM Insight) to help companies understand how they are perceived by their customers and prospects and help them build, manage and scale their Customer Success operations. Today, I am responsible for the post sales experience of all Gainsight customers across EMEA and ensure that they can effectively achieve their outcomes. Specialities include: Win, Loss & Churn Analysis, Customer Success, Product Management, Training, Presenting, Managing global teams, Content Management, Project Management, Process Management, Writing documentation, Recruitment, Launch and Implementation Strategy.