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
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
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