Belinda Brooks
London,United Kingdom
Summary
Experienced and visionary Customer Success leader with over 15 years' success in driving strategic value, consultation, retention, and innovation across global enterprise portfolios. Proven ability to lead and mentor high-performing teams within matrixed, cross-functional environments. Adept at aligning customer outcomes to strategic OKRs and leveraging customer insights, market trends, and product data to transform engagement and accelerate growth.
Passionate about enabling transformation through AI and cloud-based solutions and driving teams to deliver consultative value to Fortune 500 stakeholders.
Proven success designing and scaling customer lifecycle processes globally. Strong advocate for CS operations maturity and enablement, with hands-on experience rolling out playbooks, success planning frameworks, and team training programmes that improve adoption, retention, and CS performance at scale.
Overview
22
22
years of professional experience
Work history
SENIOR STRATEGIC CUSTOMER SUCCESS, CX EMEA
Visier Inc.
05.2024 - 11.2025
- I lead value realisation, growth and consultation for a strategic enterprise portfolio across EMEA valued at £8M+.
- Designated AI Enablement Champion for global CS team. Compilation of Multi-threaded Matrix, Value Rigour Framework and CSM Advisor AI plus much more.
- Partner with Product, Sales and Engineering to enhance value delivery and transformation. e.g., my AI product idea was a part of Visier Dev Day and is now in development to enhance the current AI offering, creating a new revenue stream.
- Collaborated with cross-functional teams to build scalable success frameworks. These concentrated on establishing verified outcomes by focussing on value delivery; discovering customer SMART objectives and aligning appropriate product features. This contributed to global CS processes.
- Actively contributed to CS tooling optimisation and dashboard reporting for customer health and success plan tracking.
- Program Management of product implementation.
- Thought leadership presentations at HR Tech Industry events such as Outsmart.
- Coach & Mentor CSMs globally; strengthened OKR alignment and cross-functional delivery. Spearheaded first value driven success plan creation.
- HRTech
FOUNDER / STRATEGIC CS CONSULTANT
The CSM Hub, Google CS, Beam
08.2023 - 05.2024
- Launched a suite of AI tools for CSMs.
- Performed tailored consultancy engagements for Google (CS Platform - Totango).
- Delivered mentoring and product advisory to Customer Success professionals.
SENIOR DIRECTOR, GLOBAL CUSTOMER SUCCESS
ON24
02.2022 - 07.2023
- Developed and facilitated value framework, segmentation strategies, and customer campaign personalisation. Drove alignment of customer business objectives to verified measurable outcomes; translating to ON24 value realisation.
- Spearheaded the creation of success plan templates and customer engagement playbooks adopted across EMEA, APAC, and NA, directly improving team efficiency and strategic alignment.
- Owned and scaled CS enablement globally, delivering workshops, mentoring and digital training resources via The CSM Hub.
- Partnered with Revenue Ops to enhance customer lifecycle tracking, customer health score creation and implementation.
- Right-hand support for SVP/CSO, overseeing a multi-regional CS organisation across EMEA, APAC, NA, mentoring CSMs and CS leaders in driving adoption, growth, value and retention.
- Owned enterprise and SMB retention and value expansion initiatives; drove digital strategy to scale.
- MarTech: Digital Experiences
DIRECTOR, CUSTOMER SUCCESS EMEA
ON24
07.2020 - 01.2022
- Managed £20M+ book of business and led a team of 7-8 CSMs.
- Managed the Customer Success Enablement strategy globally - increasing The CSM Hub innovation: driving a culture of learning and knowledge sharing.
- Facilitating the understanding of the 'Why' behind key initiatives and the need to drive execution.
- Continued to support clients through enablement and value-driven consulting.
- Created and executed CS strategies aligned with IPO-stage scaling.
- Hired, trained, and coached regional CSMs.
ENTERPRISE CUSTOMER SUCCESS MANAGER
ON24
02.2018 - 07.2020
- Grew strategic accounts by 55-65% (e.g., Siemens, AbbVie) and ensured 95% retention.
- Developed the first global internal CS Enablement Portal used by 90+ cs professionals - The CSM Hub.
- Pioneered success playbooks and integration enablement.
Various Organisations
Media & Tech
01.2004 - 12.2017
- Program Management for £1m+ projects at Rovi (Red Bee Media) (later bought out by Tivo). (2016-2017)
- Commenced as a Consultant then grew to manage the digital function for Hays Recruitment. Training and managing a team of recruiters. (2014-2015)
- Saw through Red Bee acquisition to Ericsson (Managed Presales RFP team) (2013-2014)
- Commercial Business Lead at Turner Broadcasting (2011-2012)
- Monetisied Livestation.com as first commercial hire into the business. Clients included CNN, CNBC, Euronews, Bloomberg, Al Jazeera, BBC. (2009 -2011)
- Managed Account Managers, Content Managers and Marketing Executives as Head of Film and Music at Gizmondo Group (2004-2007)
Education
Bachelor of Arts - Journalism
University of Central Lancashire
Academy Accreditation - Generative AI
Databricks
Diploma of Education - Cyber Security
Oxford Study Centre
Skills
- Strategic Customer Success Leadership
- AI & Cloud Product Adoption
- Claude, Gemini, Notebook LLM, OpenAI
- Retention, Growth Value Realisation Strategies
- Customer Lifecycle Optimisation
- Consultation
- Success Planning
- Data Storytelling
- CS Operations
- Customer Success Enablement
Websites
Recommendation Snapshot
- Carla Williams, Senior Director, Visier: Working with Belinda has been an absolute joy. Her focused commitment to her customers' success is unmatched.
- Chris Dishman, SVP Global Customer Success ON24: I can't speak highly enough about Belinda, her diligence, dedication and passion for everything she is involved in.
- Leo Ryan, VP Customer Success, EMEA ON24: Belinda has gone on to a global role in which she is providing real leadership in how we report on and manage the data around our customer base across all regions.
View linkedin.com/in/belindabrooks
Timeline
SENIOR STRATEGIC CUSTOMER SUCCESS, CX EMEA
Visier Inc.
05.2024 - 11.2025
FOUNDER / STRATEGIC CS CONSULTANT
The CSM Hub, Google CS, Beam
08.2023 - 05.2024
SENIOR DIRECTOR, GLOBAL CUSTOMER SUCCESS
ON24
02.2022 - 07.2023
DIRECTOR, CUSTOMER SUCCESS EMEA
ON24
07.2020 - 01.2022
ENTERPRISE CUSTOMER SUCCESS MANAGER
ON24
02.2018 - 07.2020
Various Organisations
Media & Tech
01.2004 - 12.2017
Academy Accreditation - Generative AI
Databricks
Diploma of Education - Cyber Security
Oxford Study Centre
Bachelor of Arts - Journalism
University of Central Lancashire