Adam Horvath
London,London
Summary
Customer success advisor with 10+ years driving adoption, retention, and expansion across a variety of market verticals.
I live for great customer service - energised by helping people and making every interaction a little better. Curious and adaptable, I ask questions, embrace change, and learn fast in high‑pace environments.
A low‑ego team player, I have my colleagues’ and customers’ backs while partnering cross-functionally to build customer communities, feedback loops, and measurable value.
Known for spotting problems and fixing them, I take tough calls head-on, stay calm under pressure, and support those who need it most - bringing empathy, patience, and the right help to vulnerable customers and those struggling to pay.
Proven success managing multimillion-pound books of business, building executive relationships, and coaching teams to deliver outcomes.
Overview
13
13
years of professional experience
Work history
Thomson Reuters, Senior Customer Success Manager
Thomson Reuters
London
01.2022 - Current
- Led onboarding and adoption programs for enterprise customers; built success plans, ran QBRs/EBRs, and used usage analytics to drive value realization
- De-escalated complex issues and handled tough calls with composure; created action plans that restored trust and accelerated time-to-value
- Supported customers under budget pressure or operational disruption with empathetic guidance, flexible renewal structures, and phased enablement
- Partnered cross-functionally with product, content, marketing, and operations to close feedback loops and prioritize roadmap items based on Voice of Customer insights
- Established customer forums and advisory touchpoints to surface needs, share best practices, and champion VOC internally
- Applied data-driven whitespace analysis, forecasting, and outcome measurement to prioritize risk and expansion opportunities
- Advocated sustainable, digital-first workflows for clients (e.g., e-signature, online knowledge tools) to reduce paper usage and support ESG goals
- CRM expertise: extensive hands-on use of Salesforce (primary), with additional experience in HubSpot, Zoho, and Pipedrive for pipeline, health scoring, renewals, and success planning
Thomson Reuters, Customer Success Team Manager, UK
Thomson Reuters
London
01.2020 - 01.2022
- Managed a team of 10 CSMs covering UK legal customers; grew portfolio from £13M to £14.5M by strengthening adoption and value realization
- Built and rolled out onboarding and adoption playbooks; improved renewals and expansion by aligning success metrics to customer outcomes
- Launched a monthly customer advisory forum, connecting clients with content creators and product to drive VOC-informed improvements
- Handled escalations and sensitive conversations with empathy; implemented prevention plans and clear communication to maintain confidence
- Created a collaborative, no-ego team culture; coached on de-escalation, objection handling, and solution-focused conversations
- Implemented data-driven pipeline, renewal, and health forecasting; monitored leading indicators and prioritized interventions
- CRM expertise: Salesforce administration/reporting and playbook tracking; experienced with HubSpot and Pipedrive for campaign and success cadences
Thomson Reuters, Senior Customer Success Advisor
Thomson Reuters
London
01.2019 - 01.2020
- Captured and translated customer feedback into product requests; collaborated with product and content to improve adoption barriers
- Resolved challenging conversations calmly and professionally; regained at-risk accounts by aligning to business value and clear success milestones
- Multilingual engagement (English, Slovak, Hungarian) to support regional stakeholders and accelerate adoption across teams
- CRM expertise: maintained accurate health, renewal, and expansion pipelines across Salesforce and Zoho; enforced data hygiene and process adherence
BMI Research, Customer Success Advisor
BMI Research (A Fitch Group Company)
London
11.2017 - 01.2019
- Supported clients under financial constraints (public sector/NGOs) with empathetic renewal strategies, phased onboarding, and tailored enablement
- Collaborated with analyst, product, and marketing teams to incorporate VOC into content roadmap and platform usability
- Built customer roundtables and communities to share best practices and inform future product direction
- CRM expertise: Salesforce and Zoho for renewals, usage tracking, health scoring, and expansion planning; experienced with HubSpot for campaign support
Reed Business Information, Client Advisor
Reed Business Information
London
01.2016 - 11.2017
- Onboarded and advised customers on recruitment solutions; optimized campaign setup, targeting, and reporting to improve outcomes
- Handled high-volume, time-sensitive queries with a service-first mindset; de-escalated issues and drove quick resolutions
- Ran ROI reviews and usage coaching; identified expansion opportunities aligned to hiring goals
- CRM expertise: HubSpot and Salesforce for campaign management, lifecycle tracking, and customer communications
Levene’s Solicitors, Client Services Coordinator
Levene’s Solicitors
07.2013 - 01.2016
- Managed client cases from intake to settlement, ensuring clear, empathetic communication with claimants, defendants, and insurers
- Supported vulnerable clients with patience and care; simplified complex processes and set expectations to reduce stress
- Coordinated with legal teams to resolve issues quickly; introduced digital document practices to reduce paper usage and improve efficiency
- Organized multilingual outreach and events (English, Slovak, Hungarian) to educate and support community clients
- CRM expertise: maintained accurate client records and communications using legal case management/CRM systems
The Big Word, Multilingual Client Liaison
The Big Word
City of London
10.2012 - 01.2013
- Provided real-time interpretation (Hungarian, Slovak, Czech, English) in high-pressure settings; ensured clarity, empathy, and neutrality
- Supported sensitive conversations and de-escalations; fostered trust between parties in business and public-sector contexts
Education
Executive MBA - Business Administration
Bayes Business School, Formerly CASS
London2022
Thomson Reuters Global Management & Leadership course -
Las Vegas US
Las Vegas2017
LLB (Hons) - Law
Canterbury Christ Church University
Canterbury, Kent2012
High School Diploma -
Secondary Grammar School
Bratislava2009
Skills
- Customer success data entry: onboarding, adoption, retention, and expansion (NRR-focused)
- Service-first mindset: energised by helping customers and elevating every interaction
- Problem-solving and continuous improvement: spots issues early and implements better ways of working
- Curiosity and change agility: asks smart questions, learns quickly, adapts to fast-moving environments
- Voice of Customer: builds customer communities, feedback loops, and actionable insights
- Data-driven approach: whitespace analysis, forecasting, and outcome measurement
- Multilingual communication: English, Slovak, and Hungarian
- CRM expertise: extensive hands-on use of Salesforce, HubSpot, Zoho, Pipedrive (and related CS/support tools)
- Expertise in Agile Methodologies (Kanba/Monday/Asana/ Forecast)
Additional languages
Hungarian
Slovak
Czech
Timeline
Thomson Reuters, Senior Customer Success Manager
Thomson Reuters
01.2022 - Current
Thomson Reuters, Customer Success Team Manager, UK
Thomson Reuters
01.2020 - 01.2022
Thomson Reuters, Senior Customer Success Advisor
Thomson Reuters
01.2019 - 01.2020
BMI Research, Customer Success Advisor
BMI Research (A Fitch Group Company)
11.2017 - 01.2019
Reed Business Information, Client Advisor
Reed Business Information
01.2016 - 11.2017
Levene’s Solicitors, Client Services Coordinator
Levene’s Solicitors
07.2013 - 01.2016
The Big Word, Multilingual Client Liaison
The Big Word
10.2012 - 01.2013
Executive MBA - Business Administration
Bayes Business School, Formerly CASS
Thomson Reuters Global Management & Leadership course -
Las Vegas US
LLB (Hons) - Law
Canterbury Christ Church University
High School Diploma -
Secondary Grammar School
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