Hi, I’m
Aoife Sweeney
Summary
Customer Success Team Manager with a strong track record in scaling customer success functions and driving meaningful client outcomes in fast-growing tech environments. Experienced in relationship and account management, process optimization, and cross-functional collaboration across Sales, Product, and Operations. With years of experience in the hospitality industry, I have been able to adapt my people skills & fast thinking to excel in the last seven years in customer facing roles in the tech industry
Overview
9
years of professional experience
Work History
Reachdesk
Team Manager Customer Success
03.2024 - 07.2025
Job overview
- Company Overview: Reachdesk is a global SaaS platform that helps businesses build stronger relationships through personalised, scalable gifting and direct mail
- Led a team of five CSMs managing global SMB to Enterprise accounts.
- Launched streamlined onboarding, offboarding, and adoption playbooks to drive efficiency (internal & external) and retention
- Collaborated cross-functionally with Sales, Operations, Finance, Legal, and Support to improve customer experience
- Partnered with HR to hire, onboard, and develop a high-performing team
- Acted as the point of escalation for all accounts, ensuring swift issue resolution
- Drove team alignment through weekly standups, QBRs, and performance reviews
- Contributed to leadership strategy
Reachdesk
Team Lead Customer Success
04.2023 - 03.2024
Job overview
- Company Overview: Reachdesk is a global SaaS platform that helps businesses build stronger relationships through personalised, scalable gifting and direct mail
- Developed and launched the SMB Customer Success playbook, standardizing engagement and retention strategies for this cohort
- Managed a team of three while directly overseeing a portfolio of 25 clients across multiple cohorts
- Monitored team performance and implemented training initiatives to boost efficiency and customer satisfaction
- Led weekly meetings to delegate tasks, align priorities, and drive accountability.
- Led operational meetings aligned with the logistics team, to empower CSMs with the ability to understand and assist logistical related issues and queries
- Ensured operational consistency through KPI tracking and process compliance.
- Partnered with senior leadership to advise on operational needs and support continuous improvement initiatives
Reachdesk
Senior Customer Success Manager
09.2021 - 04.2023
Job overview
- Company Overview: Reachdesk is a global SaaS platform that helps businesses build stronger relationships through personalised, scalable gifting and direct mail
- Managed enterprise and strategic clients with significant ARR, driving retention and expansion.
- President’s Club winner (2022) for top performance in upselling and account growth
- Supported new team member onboarding, ensuring smooth transitions and understanding of the nuances of the tool
- Created internal resources and playbooks to streamline processes and improve cross-department collaboration
- Took on expanded responsibilities beyond core CSM duties, contributing to team development and departmental improvements
Reachdesk
Customer Success Manager
01.2021 - 09.2021
Job overview
- Company Overview: Reachdesk is a global SaaS platform that helps businesses build stronger relationships through personalised, scalable gifting and direct mail
- Managed a portfolio of 50 clients, ranging from SMBs to global enterprise
- Owned the full customer lifecycle — implementation, adoption, renewal, and growth — driving retention and expansion
- President’s Club winner (2021) for achieving the highest renewal rate at Reachdesk
- Partnered with Marketing to launch client newsletters, strengthening engagement and communication
- Analysed customer feedback to uncover insights that informed product improvements & fed this insight back to the product teams
- Monitored customer health and risk indicators, proactively addressing issues to reduce churn and boost satisfaction
BlueRunner Solutions
Operations Manager
07.2019 - 12.2020
Job overview
- Company Overview: A SaaS company focused on the food service industry. We worked across multiple sectors including Schools, Universities, Banks & Governmental offices. All training was on site, and the role was highly technical
- Oversaw all company projects and operational activities, ensuring alignment with strategic goals
- Managed the largest & highest sector we worked with in terms of ARR and potential client growth options
- Led both the Support and Key Account Management teams, driving performance and client satisfaction
- Acted as the primary point of escalation for both support and Account Management teams
- Worked in a very fast and high pressure environment, with 5 different software options available
BlueRunner Solutions
Account Manager
11.2018 - 07.2019
Job overview
- Company Overview: A SaaS company focused on the food service industry. We worked across multiple sectors including Schools, Universities, Banks & Governmental offices. All training was on site, and the role was highly technical
- Drove retention and growth across a diverse client base while leading the mobilisation and implementation of multiple software projects
- Managed the end-to-end client lifecycle, from Sales through Onboarding, Implementation, and Account Management to Renewal and Expansion
- Delivered client training, conducted retention meetings, sales calls, and quarterly business reviews (QBRs) to strengthen relationships and ensure long-term success
The Waldorf Hilton
Guest Relations Manager and Hotel Duty Manager
05.2018 - 11.2018
Job overview
- Oversaw daily hotel operations to ensure a seamless guest experience and uphold service excellence standards
- Managed front-of-house teams, providing leadership, training, and performance support to maintain high levels of guest satisfaction
- Acted as the primary point of contact for VIP guests and handled escalations with professionalism and efficiency
- Collaborated with Housekeeping, F&B, and Maintenance teams to coordinate operations and resolve issues swiftly
- Monitored guest feedback and performance metrics, implementing improvements that enhanced satisfaction and loyalty
The Waldorf Hilton
Food and Beverage Guest Relations Manager
11.2017 - 05.2018
Job overview
- Managed the guest experience across all F&B outlets, ensuring exceptional service and seamless operations, including the online feedback and booking tools
- Built and maintained strong client relationships, handling VIP and repeat guests to drive loyalty
- Collaborated with kitchen, bar, and events teams to deliver personalized experiences and exceed customer expectations
- Monitored service standards, guest feedback, and performance KPIs, implementing improvements that enhanced overall guest satisfaction
The Waldorf Hilton
Front office Intern
01.2017 - 10.2017
Job overview
- Gained foundational experience in client relationship management and customer engagement within a fast-paced, service-driven environment, enhancing my previous bartending & client experience
- Acted as a first point of contact for guests, resolving issues promptly and ensuring a high-quality experience throughout the customer journey
Education
Hotelschool The Hague
Bachelor Degree from Business administration & Hotel Management
01.2017
Laurel Hill Secondary School
Laurel Hill Secondary School
01.2011
Skills
- A total people person!
- Customer relationship management
- Team building
- Strategic account management
- Cross-functional collaboration
- Process improvement
- Training and development
Accomplishments
- Prince2 Certified (Project Management certification)
- President club winner at Reachdesk in 2021 for 96% retention of client base
- President club winner at Reachdesk in 2022 for highest amount of upsells (150% of goal, 20% of existing ARR)
- Reduced onboarding time by 40% by implementing a standardized customer onboarding framework
- Increased client activation and adoption by 30% with this onboarding framework
Hospitality Experience
- With a degree in Hospitality management and previous bar experience, my hotel experience enhanced my client relationship skills and showed me I will always work best with clients and ensuring their success and satisfaction
- Extra bartending experience from 2012 - 2016 in Ireland, The Netherlands & Italy
Timeline
Team Manager Customer Success
Reachdesk
03.2024 - 07.2025
Team Lead Customer Success
Reachdesk
04.2023 - 03.2024
Senior Customer Success Manager
Reachdesk
09.2021 - 04.2023
Customer Success Manager
Reachdesk
01.2021 - 09.2021
Operations Manager
BlueRunner Solutions
07.2019 - 12.2020
Account Manager
BlueRunner Solutions
11.2018 - 07.2019
Guest Relations Manager and Hotel Duty Manager
The Waldorf Hilton
05.2018 - 11.2018
Food and Beverage Guest Relations Manager
The Waldorf Hilton
11.2017 - 05.2018
Front office Intern
The Waldorf Hilton
01.2017 - 10.2017
Laurel Hill Secondary School
Laurel Hill Secondary School
Hotelschool The Hague
Bachelor Degree from Business administration & Hotel Management
Similar Profiles
MATTHEW KLEBANOWMATTHEW KLEBANOW
Business Development Representative at ReachdeskBusiness Development Representative at Reachdesk
Scott RamseyerScott Ramseyer
BDR Manager at ReachdeskBDR Manager at Reachdesk
Marta FrazãoMarta Frazão
People and Talent Acquisition Manager at ReachdeskPeople and Talent Acquisition Manager at Reachdesk
Yashwanth GandhodiYashwanth Gandhodi
Team Manager - Customer Success at Cognizant Technology ServicesTeam Manager - Customer Success at Cognizant Technology Services
Omprakash KheneOmprakash Khene
Team Manager - Customer Success & Deliveries at Manlitics ITES B2B PVT LTDTeam Manager - Customer Success & Deliveries at Manlitics ITES B2B PVT LTD