Courtney Clarivette
London
Summary
Proactive Customer Success Manager with 8 years of experience delivering high-quality support in complex client environments. Known for a composed and empathetic communication style, strong stakeholder management skills, and a consistent ability to provide clear, structured guidance. Adept at collaborating across teams to ensure timely, accurate service delivery and a seamless client experience. Committed to maintaining high professional standards, fostering trust, and driving positive outcomes through reliable, client-focused execution.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work history
Customer Success Manager
Reed.co.uk
London, City of London
11.2024 - Current
- Built strong credible relationships with clients by supporting them to optimise and maximise return on investment from offering.
- Analysed and monitored customer data to draw insights and optimisations, communicated those findings to clients and adjusted campaigns for better performance. Delivered educational sessions to ensure success across the platform and product.
- Monitoring and measuring customer satisfaction and taking proactive action to remedy any concerns in a calm and caring manner.
- Ability to digest data and relay it to customers in a manageable, clear and concise way.
Customer Success Manager
Sustainable Salons ANZ
Auckland, New Zealand/Australia
02.2022 - 09.2024
- Assist new clients with onboarding journey by guiding them through product installation, data synchronisation, and system configuration. Ensure seamless transition, successful setup to maximise experience and satisfaction
- Oversee customer accounts by tracking essential metrics and identifying potential opportunities for upselling, cross-selling additional products or services.
- Managed 320 clients through rebranding, app/software training, store, and web experience. Developed and implemented change management plans, impact assessments, and stakeholder mapping, enhancing communication and change processes
National Education and Sales Manager
World Beaute
Auckland, New Zealand
08.2019 - 03.2022
- Built and maintained strong, trusted relationships with important stakeholders across a portfolio of diverse accounts that increased net promoter score (NPS) by 30 points.
- Develop and implement partnership strategies that align with organisational goals and drive mutual growth
- Facilitated workshops and presentations to keep stakeholders informed and engaged throughout projects
Education and Account Manager
Professional Salon Brands
Auckland, New Zealand
11.2015 - 08.2019
- Managed and grew accounts totalling more than $3M in annual revenue, consistently meeting and exceeding sales targets by at least 12% each quarter.
- Developed a segmentation strategy that tailored service delivery to customer needs, improving engagement for low-touch accounts by 60%.
- Created comprehensive educational and retail success plans that led to a 10% YOY growth in account revenue.
Education
Change Management
The Knowledge Academy
Auckland, New Zealand 01.2024 - 07.2024
Agile Change Management
Agile Change Leadership Institute
Auckland, New Zealand 05.2023 - 12.2023
Sales and Relationship Management
Open Polytechnic
Auckland, New Zealand 01.2013 - 12.2014
Skills
- 8 years of experience in Customer Success/Account Management roles, oversaw a portfolio of strategic clients, strengthening long-term relationships, uncovering growth opportunities, and delivering measurable business results
- Consistently achieved renewal rates above industry averages by developing personalised success plans, improving onboarding efficiency, and proactively reducing churn risks
- Experience managing onboarding, rebranding, system configuration for new clients and partners
- Worked closely with product, engineering, and support teams to advocate for customer needs, influence the roadmap, and deliver seamless end-to-end experiences
- Developed scalable customer success processes, including playbooks, onboarding flows, and health-score frameworks
Timeline
Customer Success Manager
Reed.co.uk
11.2024 - Current
Change Management
The Knowledge Academy
01.2024 - 07.2024
Agile Change Management
Agile Change Leadership Institute
05.2023 - 12.2023
Customer Success Manager
Sustainable Salons ANZ
02.2022 - 09.2024
National Education and Sales Manager
World Beaute
08.2019 - 03.2022
Education and Account Manager
Professional Salon Brands
11.2015 - 08.2019
Sales and Relationship Management
Open Polytechnic
01.2013 - 12.2014