AI Native
Co-led the rollout of Claude across Sales, CS, Product and Marketing, including building a full skill directory from scratch. Cut commercial report cycles from days to about 10 minutes, and gave non-technical teams a working way to use AI in their daily workflow without needing engineering support.

Renewal, retention & risk mitigation.
Owned segment and portfolio retention directly: 90% gross retention against a 70% target. Built the benchmarking, segmentation and retention-forecasting playbook still used for account prioritisation.

Team leadership & coaching.
Managed and coached CSMs and consultants across roles. Embedded SPICED as the qualification standard org-wide. Mentored 25+ people, including 4 CSM→Senior CSM and 2 SDR→AE promotions, and 4 people who left the business to lead their own teams

Enterprise & complex accounts.
Led commercial engagement on six-figure enterprise contracts with multi-stakeholder buying groups across DTC, retail, hospitality and travel — clients including Huel, Schuh, Adobe, Gymshark, Luxottica, Farfetch, Center Parcs, LNER and Ennismore.

Commercial & data-driven decision making.
Built and still own the forecasting and pricing models, the EBR structure, and the benchmarking/onboarding templates used across new and existing business.

Cross-functional partnership.
Work across CS, Sales, Product and Ops through onboarding, renewal and expansion, so the customer gets one consistent experience throughout.

Solutions engineering & technical sales.
Designed the demo process, sales materials and forecasting model still used company-wide. Led qualification, demo design and value-engineering coaching for the wider Solutions Consulting team - SC-involved deals carried 2–6x higher ACVs and delivered 80%+ of new ARR per quarter.