Amelia Priestley
Hyde,Greater Manchester
Summary
Customer Success Manager with a background in enterprise and mid-market SaaS, technology and B2B services. Manages customer lifecycles across onboarding, adoption, renewals and expansion, with strong senior stakeholder relationships, commercial negotiations and data-led account planning. Delivered 100% retention, portfolio growth and increased contract value across strategic accounts.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Partful
04.2023 - 05.2026
- Managed portfolio of 11 enterprise and mid-market manufacturing and aftersales customers, overseeing commercial relationships and customer lifecycle from onboarding through adoption, retention, and expansion.
- Managed a £200k ARR portfolio of global clients, achieving 100% retention.
- Coordinated Honda partnership expansion, aligning customer requirements with Product and technical teams, managing contractual amendments and Finance processes, and growing partnership from £25k to £50k ARR within one year.
- Transitioned an inherited customer to the company's new pricing structure upon renewal, increasing annual contract value from £6k to £15k - a 150% increase.
- Managed strategic relationships at Director level, holding weekly check-ins and leading discussions across onboarding, technical requirements, product roadmap, renewals and partnership expansion.
- Partnered with Product to deliver a five-customer beta programme supporting the transition from a managed service to a self-serve SaaS product, helping to establish the product requirements for commercial viability and converting one beta customer into a signed client.
- Implemented Rocketlane to streamline onboarding experience, enhancing visibility of project completion and progress for customers and internal teams.
- Designed a data dashboard framework to improve visibility of customer performance, adoption and account health, collaborating with the technical team to develop the dashboards and support more data-led account management.
Client Services Manager
Ello Group
04.2022 - 04.2023
- Managed strategic B2B and employee benefits partnerships across a £4m+ portfolio, building senior client relationships and identifying opportunities for retention, growth and commercial expansion.
- Grew a major client account from £500k to £800k in annual revenue (+60%) and delivered 30%+ YoY growth across existing corporate partnerships.
- Analysed customer and performance data to identify account opportunities, shape commercial strategy and drive partnership growth.
- Oversaw commercial pricing for cinema ticket products, ensuring alignment of competitive pricing with underlying costs and target margins.
- Played a key role in winning and delivering the company's first international ecommerce project, expanding a B2B cinema portal into six European markets and coordinating delivery across Legal, Operations, Finance, Technology, Marketing, Data and Customer Service.
- Coordinated multiple Statements of Work within Vue contract to facilitate European expansion, aligning client requirements with internal delivery and contract amendments.
- Contributed to biweekly commercial forecasting, forecasting Vue commission and Compare the Market billing to support revenue planning and financial visibility.
Client Services Executive
Ello Group
02.2021 - 04.2022
- Managed relationships with high-value clients across account management, customer success and commercial delivery, collaborating with internal teams to achieve customer objectives and uncover growth opportunities.
- Led structured QBRs, presenting customer performance, insights and strategic recommendations.
- Engaged customers and delivered B2B and employee benefits solutions through partnerships with leading brands across UK and Europe.
- Enhanced internal and external performance dashboards, clarifying data and insights to illustrate customer success and pinpoint areas for improvement.
Restaurant Retentions Assistant
Ello Group
11.2018 - 02.2021
- Managed retention of restaurant partners for UK's leading dining membership brands, enhancing partner loyalty and satisfaction.
- Engaged customers and delivered B2B and employee benefits solutions through strategic partnerships with top brands across UK and Europe.
Education
3 A-Levels -
Ashton Sixth Form College
11 GCSE Grades A-B -
Fairfield High School for Girls
Skills
- Customer success strategy
- Customer onboarding
- Customer retention
- Account management
- Account planning
- Data analysis and performance metrics
- SaaS expertise
- Commercial growth
- E-commerce partnerships
- Stakeholder management
- Negotiation skills
Technology
SaaS Platforms & APIs · HubSpot · Power BI · Rocketlane · Asana · Jira · Confluence · Microsoft Office · Microsoft Excel
Timeline
Customer Success Manager
Partful
04.2023 - 05.2026
Client Services Manager
Ello Group
04.2022 - 04.2023
Client Services Executive
Ello Group
02.2021 - 04.2022
Restaurant Retentions Assistant
Ello Group
11.2018 - 02.2021
3 A-Levels -
Ashton Sixth Form College
11 GCSE Grades A-B -
Fairfield High School for Girls