As VP of Client Services I led the Customer Success and Account Management team for the EMEA portfolio of Piano.io. I oversaw the customer experience which included:

Developing, implementing, and managing strategies to improve customer success outcomes across all touchpoints.

Defining, developing, and optimizing the customer lifecycle by implementing onboarding, retention, and engagement processes for new and existing customers.

Leading and managing a highly-skilled client servies team and overseeing the development of strategies to reduce churn rates, increase customer loyalty, and boost renewal rates.

Analyzed customer feedback, data, and insights to identify patterns and trends in customer behaviour, preferences, and satisfaction.

Collaborated with key stakeholders to develop and execute strategies that make the company more customer-centric.

Worked with the sales teams, product teams, and marketing teams to develop strategies for customer acquisition, retention, and engagement.

Leveraged and implemented technology, CRM software, and related tools to optimize customer success operations, automate outreach, increase operational efficiency, and reduce costs.

Measured the effectiveness of customer success initiatives by tracking key metrics, such as customer satisfaction, engagement, retention, and churn, and developing strategies to optimize KPIs.

Prepared and presented reports to executives and stakeholders on customer success initiatives and their impact on the business.

Identified and nurtured customer bases and customer segments based on comprehensive data analysis and market insights to ensure exceptional satisfaction, retention, and growth.