ANTHONY JOHNS
Derby,Derbyshire
Summary
Proactive customer success manager with a proven track record in building strong, credible relationships. Expertise in monitoring customer satisfaction and implementing effective solutions to address concerns. Demonstrated ability to think strategically, ensuring high levels of customer satisfaction and retention in dynamic environments. Experienced in developing customer success playbooks and establishing functions from the ground up.
Overview
13
13
years of professional experience
Work history
Customer Success Manager
Edun
Derby
2025.11 - Current
- Developed new programs to meet evolving demands of customers.
- Implemented changes based on feedback from clients, resulting in greater satisfaction levels.
- Identified process improvements, leading to better efficiency in customer service delivery.
- Cultivated lasting client relationships through personalised service approach.
- Create CS playbook - Including NPS, Health Scores, Customer Journey/QBR's.
- 150+ Customers Managed support, commercials, QBRS.
Customer Success Manager/Account Manager
SoilFLO
2024.06 - 2025.10
- Managed Book of Business of 30+ Clients including Principal Contractors Such as Kier over 2.5Million Managed Annually
- Managed MRR - 225K.
- 100% Retention rate of growing book of business to date.
- ARR at 107% for last year
- Managed Clients up to 500k per year Revenue.
- New Business, Upselling and Retention Targets hit - 500k New Business
Customer Success/Sales Lead
Fortius - Constructionline
Derby/Basingstoke
2021.06 - 2024.06
- Helping Businesses meet their goals and outcomes by digitally transforming their Supply Chain processes/Software and Work flows.
- Decreased Churn from 18.9% down to 8.3%.
- Increased ACV from 34k to 38.3k.
- Managed a Book of Business of 8.23 Million.
- 180K Average Sales per month - Targeted 100k
- Customers at Risk down from 28.4% to 11%
- Create, define and drive customer success operations/strategy.
- QBR : Reporting on retention metrics, Success KPI's and churn action plan.
- Notable achievements - Certified Level 4 Success Coaching CSM
Customer Success Manager
MNT
2016.08 - 2021.05
- Helping Businesses operate Contact centers with cloud based Solutions.
- Reduced Customers at Risk from 28,9% to 6.7%.
- Year on Year churn of under 5%.
- Increased ARR 112%.
- Working with CEO's CFO and C-suite teams.
- Notable achievement : Increased ARR by 33%
- Company Overview: Remote, LIN
Customer Experience/Relationship Manager
Nest pensions
Peterborough, PTE
2013.04 - 2016.07
- Managing Relations for Pensions providers and their employees.
- Ensuring satisfaction for all clients and delivering the perfect Customer Journey.
- Managed Over 200 long-term customer relationships, totaling annual revenue of over £1 million.
Education
Forensic Psychology
Open University
A-Levels - Maths, ICT, Biology and chemistry
King's School Grantham
GranthamSkills
- CHANGE MANAGEMENT
- NEW BUSINESS SALES
- LEVEL 4 PTTLS TRAINING QUALIFICATION
- CUSTOMER CENTRIC APPROACH
- TRACK & MEASURE KPI'S, ROI AND PERFORMANCE
- SUCCESS PLANNING
- ACCOUNT MANAGEMENT
- C-SUITE LEVEL ENGAGEMENT
- COMPLAINT RESPONSE
- CLIENT PITCHING
- PROJECT MANAGEMENT
- CLIENT RELATIONSHIP
HOBBIES
Software/SaaS, Tech innovation, Metaverse, Sports: Football, Rugby, Tennis, Reading: Psychology and True crime books
Timeline
Customer Success Manager
Edun
2025.11 - Current
Customer Success Manager/Account Manager
SoilFLO
2024.06 - 2025.10
Customer Success/Sales Lead
Fortius - Constructionline
2021.06 - 2024.06
Customer Success Manager
MNT
2016.08 - 2021.05
Customer Experience/Relationship Manager
Nest pensions
2013.04 - 2016.07
A-Levels - Maths, ICT, Biology and chemistry
King's School Grantham
Forensic Psychology
Open University