Emma Hawkey

Executive sponsor for a portfolio of 450 clients, securing annual recurring revenue (ARR) totalling over £52M.

• Achieved a Net Promoter Score (NPS) of 40, reflecting strong customer loyalty and satisfaction
• Maintained renewal rate above 90% through ongoing relationship management and driving quantifiable outcomes
• Launched EMEA executive advisory board, onboarding 20 enterprise members giving them a strategic voice in shaping the future of the solution
• Consistently qualified and attended club as a top performer

NDR and Retention Excellence: Grew NDR from 103% to 111% by partnering with global peers to design proactive risk mitigation frameworks and executive health score triggers

Product Realisation & Value Alignment: Collaborated with peer leaders to engineer a value-driven success plan framework, empowering the team to deliver measurable ROI outcomes and structure customer goals around core business and revenue targets whilst aligning product roadmaps directly with client commercial goals.

Partnered with Sales Leadership and Account Executives to develop success plans, enhancing cross-sell and upsell opportunities.

Led escalation management for at-risk enterprise accounts, deploying governance playbooks that restored account health and secured customer satisfaction.

Team & Culture Leadership: Hired, mentored and coached senior Customer Success Managers (CSMs), instilling Certinia’s core values and achieving the highest management feedback scores through the employee survey - International CSMs qualified for multiple awards and programmes including programme for future leaders and qualifying for club every year. The team maintained top global CSM twice.

Focused on enhancing retention, revenue growth, and commercial impact for key accounts

• Protected and grew a book of business across all segments for International
• Mitigated customer churn by year-over-year by introducing an early-warning risk mitigation process and cross-functional escalation playbooks.
• Partnered with Account Executives to map out whitespace opportunities, directly generating qualified expansion and cross-sell pipeline.

Oversaw leadership initiatives and team development programs to enhance performance.

• Led and mentored a cross-regional team of 10 Customer Success Managers across EMEA and Australia, improving overall team retention and scaling regional coverage.
• Designed a structured development framework that resulted in the internal promotion of 50% of the team to senior or specialist roles.
• Standardized onboarding processes for new CSMs, reducing ramp-up time by 30% and accelerating time-to-value for newly assigned accounts.

Promoted product adoption and ensured value realisation for clients through tailored approaches.

• Established a "Value Realization" framework for enterprise accounts, aligning software capabilities with customer business objectives to secure high-profile case studies and referenceable logos.
• Partnered with Product and Engineering teams to feed back customer feature requests, directly influencing the product roadmap for top-tier EMEA accounts.

Managed customer success operations to streamline processes and improve client satisfaction.

• Overhauled customer health scoring models within Salesforce/CSM tools, improving the predictability of renewals and accuracy of churn forecasting.
• Engineered with global peers a high-touch customer lifecycle journey, introducing tailored Executive Sponsor programs that increased Executive-level engagement.
• Optimized the escalation management workflow, reducing the average resolution time for critical account issues.
• Gathered customer feedback to inform product development and service improvements. Partnered with operations to build a salesforce reference workflow so that anyone in the business could log a potential reference and document through to closure - Delivered 100 new references in 12 months once the process was in place