Christopher Dalby
Customer Success Manager
London
Summary
A consistent over-achiever, with demonstrable expertise in customer success, business consultancy and sustaining profitable B2B relationships. Experience managing client accounts in a number of industries and start-ups has given me a strong ability to define and optimise strategic client journeys, master retention, and perform at pace. I am a skilled, creative problem-solver with an excellent flair for turning data and analytics into successful transactions with my clients.
With a keen interest in the emerging SaaS market and digital accessibility, I'm looking to continue to grow my expertise as a Senior Customer Success Manager and driving sustainable business growth for my clients.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Customer Success Manager
Crownpeak
London
03.2021 - Current
- Leading on the customer experience and business retention for high-value Crownpeak clients such as TFL, Mastercard, Lloyds & Toyota/Lexus with a book of business valuing £2 million ARR.
- Consistently driving retention renewals through value-add, driving product adoption and a dedication to building strong relationships.
- Creating and developing clear account plans and value mapping.
- Strong collaboration with Sales to secure upsell and cross-sale opportunities, with a consistent record of expanding portfolio.
- CMS, Digital quality products (DQM), Salesforce and Zendesk experience.
- Most recent achievement - securing a £150k ARR Mastercard upsell deal for an additional service contributing to strong YoY account growth.
Freelance Customer Success Manager
Limecall
London
10.2020 - 03.2021
- Leading the development and deployment of the Customer Success strategy and defining the customer lifecycle for a sales enablement tool.
- Managing the onboarding and implementation process for initial clients.
- Managing two regional full-time Customer Success staff and ensuring long-term success of the team.
Customer Success Manager
Winmo
London
06.2019 - 10.2020
- Managing the post-sale relationship of key customer accounts, including onboarding, implementation, driving platform adoption, and renewals.
- Leading potential clients through a tailored online demo of the sales intelligence tool.
- Allocating trial periods, creating, and sending finalised invoices and negotiating/closing per annum subscription deals.
- Providing technical support to customers, resolving issues, and hands on training to maximise utilisation of the service.
- Owning business proposals and pitches - delivering quarterly client reviews to consult on live opportunities, pipeline activity, and strategic planning.
Account Manager
Geoblink
London
01.2019 - 04.2019
- Key accounts management for the initial UK growth stage.
- Defining and building the UK retention strategy through market research, outreach and engagement meetings and tailored product development initiatives with strategic commercial clients.
- Lead on initial proposals and finalised negotiation on all contracts with new clients.
- Leading on all online product demonstrations and new business consultations.
- Collaborating with Marketing, Product and Tech teams to improve the value proposition based on customer needs.
Account Manager
Trendstop
London
03.2018 - 12.2018
- Managing the acquisition and retention of high-value clients and implementing a tailored year-long retention strategy to fuel the growth and profitability of this portfolio.
- Customising product and onboarding for high-growth clients, tailoring product to specific client requirements and long-term growth capacity.
- Within the first 4 months, my personal sales accumulated 45K, with an average sales conversion of 3-4K.
Client Account Manager
Mysale
London
08.2014 - 02.2018
- Planning and negotiating the sale of products with a strategic portfolio of retail and commercial suppliers including Dolce & Gabbana, Daniel Wellington and Orla Kiely.
- Excel proficiency, analysing large data sets and assessing market insights to provide growth opportunities.
- Research and sourcing new brands and markets to identify new sales opportunities and scope for product development.
- Key client relationship and conversion skills, using customer research and sales negotiation expertise to ensure optimal business results and profitability.
Education
Bachelor of Arts - Photography
De Montfort University
09.2009 - 06.2012
Skills
Revenue growth
Client management
Sales management
Key accounts development
Client service optimization
Customer journey development
Strategic planning
Leadership and management
Certification
Prince2 Certified Practioner
Timeline
Customer Success Manager
Crownpeak
03.2021 - Current
Freelance Customer Success Manager
Limecall
10.2020 - 03.2021
AWS Certified Cloud Practitioner
07-2020
Customer Success Manager
Winmo
06.2019 - 10.2020
Account Manager
Geoblink
01.2019 - 04.2019
Account Manager
Trendstop
03.2018 - 12.2018
Client Account Manager
Mysale
08.2014 - 02.2018
Bachelor of Arts - Photography
De Montfort University
09.2009 - 06.2012