Summary
Overview
Work history
Skills
Custom
References
Timeline
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Danny Litchfield

Croydon,United Kingdom

Summary

Client Success & Onboarding Specialist with 20+ years of experience helping businesses adopt technology, streamline operations, and build lasting relationships. Known for guiding high-value portfolios across SaaS, property, and e-commerce sectors, with a hands-on approach to training, support, and process improvement. Skilled in CRM systems, technical troubleshooting, and designing onboarding journeys that drive engagement and retention. Valued for a warm, people-first approach that blends empathy with expertise — building trust, solving problems, and making complex tools feel intuitive.

Overview

20
20
years of professional experience

Work history

Onboarding Manager

fu3e
City of London
11.2022 - 05.2025
  • Managed a portfolio of developer and investor clients, partnering closely through workshops and iterative design sessions to tailor fu3e’s software, optimise workflows, and enhance user experience
  • Led client onboarding and served as the long-term point of contact, managing data migration, user setup, and issue resolution, while proactively monitoring account usage to deliver quarterly reviews, offer support, and identify upsell opportunities — all to drive sustained engagement.
  • Designed and delivered tailored training for users at all levels, from senior leadership to frontline staff, using a mix of in-person sessions, virtual walkthroughs, and custom professional training videos to support adoption.
  • Oversaw a team of three engineers to support software implementation, contributed to testing and refinement of new AI features, and collaborated with product teams to align development with client needs.
  • Revamped the client-facing knowledge base by restructuring content, standardising formats, and writing articles for newly released features as well as existing ones that lacked documentation. Also rewrote numerous legacy articles to improve clarity and consistency. These improvements led to a noticeable reduction in support queries and became a key resource for both clients and internal teams.
  • Introduced and fully implemented Product Fruits to automate client onboarding through in-app overlays, video tutorials, and interactive checklists. Created pop-up workflows to showcase newly released and underused features, and designed guided walkthroughs that welcomed new users and improved onboarding speed and long-term product adoption.

Client Success Manager

Profitero
03.2022 - 11.2022
  • Acted as the primary point of contact for a portfolio of global brands including Colgate, L'Oréal, and Grant’s, supporting their ecommerce strategies through Profitero’s analytics platform.
  • Provided data-driven insights to help clients optimise product listings, improve search visibility, and secure premium placements across major online retailers.
  • Delivered tailored training and strategic guidance through regular client meetings, ensuring platform adoption and alignment with commercial goals.
  • Oversaw Zendesk operations, monitored SLAs, and escalated technical issues to ensure timely resolution and maintain service quality.
  • Supervised and mentored a small group of interns, supporting their development while delegating tasks to enhance team efficiency.

Client Success Manager

CleanCloud
11.2021 - 03.2022
  • Managed onboarding and training for over 60 enterprise accounts, tailoring sessions to client needs and ensuring smooth adoption of CleanCloud’s SaaS platform.
  • Provided responsive multi-channel support via Zendesk, email, and phone, including second-line assistance for technical issues such as receipt printer configuration and troubleshooting.
  • Built strong relationships with dry cleaning and laundry clients, offering tailored guidance to optimise software usage, improve operational efficiency, and maintain satisfaction through consistent service and light-touch upselling.
  • Authored client-facing support articles and contributed to internal process improvements, enhancing documentation quality and reducing support queries.
  • Represented the voice of the customer in cross-functional discussions, influencing product development and feature prioritisation.

Onboarding specialist

Commusoft
03.2019 - 11.2021
  • Promoted from Client Success Executive to Onboarding Specialist, expanding responsibilities to include product demos, scheduled training, and tailored onboarding for new users.
  • Delivered remote and on-site training, provided technical support for office and field users, and resolved complex issues to ensure smooth platform adoption
  • Offered complimentary training to at-risk clients, successfully reversing churn and occasionally unlocking upsell opportunities through renewed engagement.
  • Advised clients on process improvements and best practices, aligning Commusoft’s features with operational goals to maximise long-term value.

Skills

  • SaaS expertise across onboarding, support, and client success
  • CRM systems and customer lifecycle management
  • Technical support for software, hardware, and IT systems
  • Data management across varied formats — from structured spreadsheets to Word documents, screenshots, and ad hoc client submissions
  • AI exploration and process automation
  • Systems, product, and process training delivery
  • Staff training, development, and team leadership
  • Creating customised training and promotional digital content
  • Writing support articles and managing knowledge bases
  • Client onboarding and relationship management
  • Building rapport and trust with diverse stakeholders
  • Deep understanding of client needs and business goals
  • Cross-functional collaboration and stakeholder alignment
  • Operational improvement and workflow optimisation
  • Property and development sector experience


Custom

SaaS, CRM Systems, Software/Hardware/Technical Support, Excel / Data Management, CSV Importing/Exporting, Advanced IT Knowledge, AI Development, Systems Training, Product Training, Process Training, Staff Training & Development, Creating Customized Training and Promotional Digital Content, Writing Training Articles, Knowledge Base Management, Operations Management, Property and Developments, Team Leading & Staff Management, Client Management, Building Rapport & Trust, Understanding Client Needs, Relationship Building

References

References available upon request.

Timeline

Onboarding Manager

fu3e
11.2022 - 05.2025

Client Success Manager

Profitero
03.2022 - 11.2022

Client Success Manager

CleanCloud
11.2021 - 03.2022

Onboarding specialist

Commusoft
03.2019 - 11.2021

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