Summary
Overview
Work history
Education
Skills
Websites
Personal Information
Custom
Timeline
Generic
Caroline Lambie

Caroline Lambie

London

Summary

I love managing teams and I love working with customers to make them successful. I am a positive, award winning leader and coach of Customer Success teams, and manager of Global Enterprise accounts for businesses using SAAS software, ensuring success and growth in customer relationships. I also make my colleagues do Tough Mudder each year

Overview

22
22
years of professional experience

Work history

Senior Manager - Customer Success EMEA

Sitecore
London
03.2024 - Current
  • Customer Success Leader for Sitecore overseeing a high-performing team of 5 across in EMEA, managing a £50M ARR enterprise customer portfolio
  • Expert in fostering exec-level relationships to drive customer satisfaction, product utilization and retention – achieved a 98% retention rate in my team
  • Managed strategic initiatives to refine the customer journey and optimize full lifecycle engagement, from onboarding to upselling - increasing team efficiency by 30%
  • Implemented team coaching programs focusing on teaching the product and training team how to demo to deliver value realization – using gamified learning and increasing team certification by 70%
  • Promoting continuous learning for myself and my team – working in a high paced environment where 8 new products were introduced over 4 years – fast learner and adopter of new tech
  • SAAS expertise in Sitecore stack and experience in Content Management Platforms, Digital Asset Management, Search, Commerce software
  • Managed a personal portfolio of Enterprise accounts, including NTT Data, Jet2, Zurich Insurance, Unilever, and HSBC, and surpassed lead generation target of 1.5m by 20%
  • Personal NPS score of +20 from my customers (personal score never below a 9)
  • Reporting on Net Revenue Retention (NRR) and upsell opportunities, utilizing Power BI and Gainsight for data-driven insights to drive the team strategy
  • Championed customer advocacy, securing 20 product endorsements through keynote presentations at events, case studies, and peer-to-peer recommendation
  • Fostered partnerships with sales and product teams to support sales strategies and account growth - and be voice of the customer for roadmap development
  • My insights accelerating relevant feature development of our benchmark products
  • Winner of Global Customer Success Manager and President’s Club winner chosen by CEO.

Manager - Customer Success EMEA

Sitecore
London
01.2022 - 02.2024
  • Led the implementation of a comprehensive coverage model as Manager of Digital Customer Success, overseeing a digital engagement team dedicated to the success of 1000 customers across EMEA
  • Innovated scalable management strategies and refined the review process for extensive customer portfolios touching all 1000 customers in 1 month
  • Managed the full customer lifecycle, including onboarding, strategic consultation, renewal processes, risk mitigation, retention efforts, and success planning
  • Scheduling QBRs, training sessions, and product demonstrations to enhance customer experience.

Senior Customer Success Manager

Sitecore
London
01.2018 - 12.2022
  • Managed a portfolio of 20 enterprise clients, providing comprehensive support from onboarding through to renewal, optimizing their utilization of Sitecore's suite of content management, marketing, personalization, and commerce tools
  • Developed and implemented CS101, a custom online training program to enhance global customer proficiency in personalization strategies leading to an increase of 75% use of those features
  • Organised sector-specific customer events for travel and finance industries, including regular online forums for financial clients to foster community engagement
  • Championed customer advocacy, facilitating client participation in speaking engagements at major events like the Sitecore Symposium and hosting them at venues in Chicago and Orlando.

Customer Relationship Director

Nemetos
London
04.2012 - 06.2018
  • Customer relationship and account manager for clients using the Sitecore platform in UK and Netherlands
  • Planning, project management, budget management and reporting
  • Marketing Company successes, creating case studies, supporting the company social media campaigns
  • Sitecore XP Content management expertise as user and project planner, Agile project working, user story creation and sprint planning.

Web Communications Manager

Mencap
London
10.2002 - 12.2009
  • Managed web activity for national Charity Mencap, the UK's largest learning disability charity
  • Led Mencap's web strategy to win 2 awards
  • Boosted online donations by 200%
  • Led e-comms & social media – increasing coverage by 50%
  • Created accessible web content – meeting all relevant web accessibility standards
  • Developed online communities for parents with children with a learning disability.

Education

Bachelor of Arts -

The Courtauld Institute of Art, University of London
London

Skills

  • Team Leadership and expert coaching in SAAS technologies
  • Enterprise Customer management – customer lifecycle planning
  • Passionate about technology and how it can enable people
  • Upsell, expansion and renewals
  • Scaled process development
  • Enthusiastic team player, energetic and fun to work with
  • Focused leader and tenacious when resolving business challenges

Websites

Personal Information

Title: EXPERIENCED CUSTOMER SUCCESS LEADER

Custom

I love all sport, am passionate about hot Yoga, reading, meditation Hiking – a different mountain each year, mum of teenagers, and love my old cat who has one eye

Timeline

Senior Manager - Customer Success EMEA

Sitecore
03.2024 - Current

Manager - Customer Success EMEA

Sitecore
01.2022 - 02.2024

Senior Customer Success Manager

Sitecore
01.2018 - 12.2022

Customer Relationship Director

Nemetos
04.2012 - 06.2018

Web Communications Manager

Mencap
10.2002 - 12.2009

Bachelor of Arts -

The Courtauld Institute of Art, University of London

Similar Profiles

Create profile
Caroline Lambie