Bobby Griffiths
Barry
Summary
Strategic operational leader with expertise in transforming customer operations in high-growth B2B SaaS environments. Skilled in developing scalable frameworks, implementing automation and AI solutions, and optimising cross-functional processes to drive continuous improvement. Committed to leveraging data and technology for sustainable growth while minimising operational overhead.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work history
Manager, Customer Success
TrueCommerce
Swansea, City and County of Swansea
2025.07 - Current
- Led and managed multi-functional international teams for customer operations performance accountability.
- Streamlined cross-functional workflows between support, customer success, and development teams.
- Deployed AI-powered customer support for 24/7 assistance and faster responsiveness.
- Introduced out-of-hours support for key accounts to improve reliability.
- Acted as customer voice in B2B engagements, shaping operational feedback into improvements.
- Led customer migrations from adjacent platform to core platform with minimal disruption.
- Strengthened contractual governance by monitoring service commitment adherence and accountability.
- Implemented scalable automation to reduce manual effort and lift operational efficiency.
- Reduced manual effort by 14+ hours monthly through automated customer UAT deployments.
- Provided strategic oversight to CTO across support, account management, sales, and US support.
Customer Success Lead
Seccl Technology
Bath, Bath and North East Somerset
2024.01 - 2025.07
- Developed customer success strategy aligned to growth and sentiment goals daily.
- Produced detailed reports identifying data trends and shaping customer solutions.
- Championed empathetic customer thinking across teams through clear customer voice actions.
- Increased first contact resolution rates by 78% via process optimisation automation.
- Created knowledge and training resources to support faster customer answers.
- Developed and drove service level agreements for operations and sentiment.
- Aligned SLAs to business objectives and improved service delivery communication.
- Collaborated with account managers to manage business risk and stakeholders.
- Organised workshops with engineering and customers to build trust.
- Led collaboration workshops to improve seamless customer experience across touchpoints.
- Anticipated product opportunities and friction areas and provided practical solutions.
- Introduced self-serve options to enable future scaling.
- Trained and coached new and junior team members through coaching.
- Delivered one-on-one sessions and performance reviews for new starters.
Maternity Cover Head of Member Support
Loqbox
Bristol, Bristol
2022.11 - 2023.12
- Managed UK and US member support departments and day-to-day goal tracking.
- Transformed under-performing team, increasing headcount and performance across 10 months.
- Led new UK and US projects, launching new CRM for member support.
- Built metrics system for clear objectives and progression pathways in support.
- Created business plans for CEO reporting on analytics, recruitment, scaling options.
- Ran live chat trials and assessed USA launch feasibility.
- Collaborated with stakeholders to keep projects user-friendly and best-practice aligned.
Team Manager
Loqbox
Bristol, Bristol
2021.10 - 2022.11
- Coached 14 support agents through regular feedback and side-by-side reviews.
- Managed shift from one hero product to membership platform features.
- Removed roadblocks to help support team deliver customer-focused service consistently.
- Used metrics and customer happiness scores to refine support performance processes.
- Produced department updates on member support efforts for stakeholder visibility.
- Shared customer data insights with marketing and sales to reduce churn.
- Presented CEO reports on performance barriers and feature opportunities for members.
- Ran monthly workshops and office days to keep support procedures current.
Account Manager/ Relations Manager
ANNA Money
Cardiff, Cardiff
2018.12 - 2021.09
- Handled company complaints and maintained FCA regulatory compliance standards daily.
- Analysed customer feedback using root cause analysis to develop solutions.
- Organised solution delivery and installation based on customer needs and objectives.
- Coached customer service staff and provided feedback through circle leads.
- Produced monthly performance reports for CEO on challenges and opportunities.
Customer Care Complaint Handler
MotoNovo Finance
Cardiff, Cardiff
2017.12 - 2018.12
- Resolved customer complaints swiftly while following company and regulatory policies.
- Investigated customer issues thoroughly and negotiated fair outcomes using available information.
- Managed a pipeline of 15 complaints with timely updates throughout investigations.
- Monitored complaint trends to flag risks, including high volume at one dealership.
Senior Team Lead in Customer Services
MotoNovo Finance
Cardiff, Cardiff
2015.08 - 2017.12
- Managed and trained 2 to 20 new starters for stronger performance.
- Monitored progress through team tracking and day-to-day coaching routines.
- Delivered side-by-side classroom and 1-to-1 sessions to improve skills and KPIs.
Education
Customer Success: How to reduce Churn and Increase Retention, Customer Success Manager: Fundamentals to your CSM career
Udemy
2023.01 - 2023.01
ILM L5 Award - Leadership and Management
2020.01 - 2020.01
MSc - Abnormal and Clinical Psychology
University of South Wales
Cardiff 2014.01 - 2015.01
BSC - Psychology and Counselling
Swansea Metropolitan University
Swansea 2010.01 - 2013.01
Skills
- Operational leadership
- Process improvement
- Operational excellence
- Business transformation
- Customer operations
- Customer success
- Automation
- AI implementation
- KPI development
- Operational strategy
- Stakeholder management
- Change management
- SaaS customer management
- Team Leadership
Websites
Timeline
Manager, Customer Success
TrueCommerce
2025.07 - Current
Customer Success Lead
Seccl Technology
2024.01 - 2025.07
Customer Success: How to reduce Churn and Increase Retention, Customer Success Manager: Fundamentals to your CSM career
Udemy
2023.01 - 2023.01
Maternity Cover Head of Member Support
Loqbox
2022.11 - 2023.12
Team Manager
Loqbox
2021.10 - 2022.11
ILM L5 Award - Leadership and Management
2020.01 - 2020.01
Account Manager/ Relations Manager
ANNA Money
2018.12 - 2021.09
Customer Care Complaint Handler
MotoNovo Finance
2017.12 - 2018.12
Senior Team Lead in Customer Services
MotoNovo Finance
2015.08 - 2017.12
MSc - Abnormal and Clinical Psychology
University of South Wales
2014.01 - 2015.01
BSC - Psychology and Counselling
Swansea Metropolitan University
2010.01 - 2013.01