Ben Denyer

Customer Success professional with a strong record of leading teams to exceed retention and growth targets. Currently leading a Customer Success function in an HR tech startup, achieving 100% contract retention in the first year and doubling revenue across the portfolio.

Commercially focused with expertise in developing retention strategies, identifying growth opportunities, general account planning, and relationship building with key stakeholders and budget holders.

Proficient in data analysis, CRM utilisation, and accurate forecasting, with a solid foundation in MEDDPIC methodology.

• Head of Customer Success, TalentMapper, 10/01/24, Present, Leading the Customer Success function at a fast-paced startup, steering the commercial strategy to align with evolving product offerings and business goals., Overseeing the entire portfolio of key accounts during critical product transitions, ensuring continuity and customer satisfaction., Mentored and developed a team of Customer Success Managers, embedding a customer-first mindset and commercial acumen., Held responsibility for Net Revenue Retention (NRR), driving contract renewals, upsells, and account growth across the entire customer base., Acted as a strategic partner and 'critical friend' to customers, advocating for their success while balancing business needs., Regularly engaged with Directors and C-Suite stakeholders to inform strategy and influence decision-making.
• Customer Success Manager, Zeelo, 05/01/22, 10/01/24, Managing a portfolio with a value of £5m+, with key focus on analysing data to demonstrate utilisation and ROI to customers, and to present expansion opportunities to internal and external stakeholders., Providing pre-sales support to Sales teams, and working closely with Product and Tech teams to develop the product offering., Coordinating the launch of new clients, working closely with Operations and Data teams and including line management responsibilities., Expanding portfolio from £2m to £5m through new deals and existing renewals, Moving the needle of my largest account from £100k ARR to £1.8m ARR beyond target net revenue, Developing thorough retention strategies and focusing on customer renewal - boasting a 100% retention record in 2023, Integrating 2 x new product features through facilitation of meeting with internal Product Director and client contact, Leading a team of 2 x junior members of staff to create internal account plans and present customer facing strategies
• Account Manager, Challenge Sport and Education, 08/01/17, 05/01/22, Reporting to the Managing Director, retaining and growing a portfolio base of 35+ clients, both new and long-standing., Line management of 20+ employees, with full oversight on development and performance., Presenting business strategies and providing updates on key projects., Full management and leadership of 20+ employees including developing customer facing strategies for each account, 100% customer retention across 4 or 5 year tenure, Lead strategies to implement new product features
• Sports Coach, 01/01/12, 08/01/16