Gemma Cumberbatch
London
Summary
A dedicated professional with expertise in Customer Success, known for exceptional verbal and written communication skills. Demonstrates strong interpersonal abilities and teamwork, effectively solving problems and analysing customer needs. Proven track record in customer retention, satisfaction, upselling, and cross-selling, with a talent for building and maintaining robust customer relationships. Proficient in CRM skills, aiming to leverage these competencies to drive business growth and enhance customer experiences.
Proactive Customer Success Manager exceptional at building strong credible relationships. Thorough monitoring and measuring customer satisfaction and taking action to remedy any concerns. Demonstrable success in thinking strategically while providing consistent customer satisfaction and retention in fast-paced environments.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work history
Customer Success Manager
LiveseySolar
London
01.2025 - Current
- Led customer success initiatives, boosting overall loyalty and engagement rates.
- Assessed customer needs for tailored service offerings.
- Identified process improvements, leading to better efficiency in customer service delivery.
- Strengthened customer relationships by addressing queries and concerns promptly.
- Coordinated support team for improved customer satisfaction rate.
- Mitigated risks by ensuring compliance with company policies and regulations during client interactions.
- Resolved escalated issues with detailed problem-solving skills.
- Cultivated lasting client relationships through personalised service approach.
Client Success Manager
Block Solutions
London
07.2023 - 07.2025
- Owner of client relationship, contract and renewal
- Ensure successful transition from delivery into service
- Conduct business reviews
- Operational & strategic planning
- Identify client needs and work with cross-functional teams to provide client outcomes
- Identify upselling opportunities
- Arrange & lead client workshops
- Collaborate with technical counterparts to ensure clients achieve value realization of procured technologies
- Work in alignment with Cisco Lifecycle advantage framework
- Demonstrate SaaS platform to clients
Customer Success Manager
Cision
London
10.2021 - 04.2023
- Develop and maintain success plans to support customers ever evolving needs
- Accountable for the overall health and success of a portfolio of customers
- Demonstrate use of SaaS platforms and key functionalities to drive adoption, aligned to customer's outcomes and goals.
- Partnering with the key internal stakeholders to develop overall account plan and strategy including customer goals, preferred outcomes, and pain points.
- Building and maintaining strong customer relationships to continuously improve overall customer experience whilst maximising ROI
- Responsible for driving retention and expansion of our customers, including identification of upsell and cross-sell opportunities.
- Drive Customer Success best practices around periodic Business Reviews, Customer Success Planning, adoption strategies, governance, and advocacy
- Responsible for proactive outreach to customers within portfolio, providing feature awareness and updates, together with training responding to customer usage analysis.
- Proactive and reactive response to identified risks threatening customer experience and the renewal
- Acts as a point of escalation and resolution for customer issues
- Represent customers to key stakeholders internally
- Works cross-functionally and build strong relationships with internal teams
Client Services Consultant
New CMI
London
10.2019 - 10.2021
- Manage client relationship: contracts, procurements, review meetings.
- Preparation and follow up quotations, for renewals / licensing / warranties / run rate sales.
- Understand client requirements, work with Account Development and Technical on larger sales opportunities
- Ensure awareness of installation and implementation of hardware, software, and projects that affect clients under your management
- Liaise with suppliers and 3rd parties as required
- Manage renewals / licensing / warranties
- Ensure client information in CRM is up to date
- Arranging and reviewing health checks on a regular basis and where necessary engage sales and/or technical resources to make recommendations.
- Carry out project reviews with customers upon completion and feed back into the business areas of improvement and success.
- Manage client complaints from start to finish
- Review reports and present client reports
- Provide necessary forecasting information (such as contract, warranty and licensing renewal dates)
- Work with Support teams to ensure customers are on-boarded and off-boarded smoothly and successfully
Internal Account Manager
IDE Group
Croydon
01.2019 - 07.2019
- Account management
- Identify, qualify, develop and close sales opportunities with existing Customers
- Develop strong Customer relationships
- Manage the end to end renewal process for existing accounts
- Identify opportunities to cross-sell and up-sell
- Produce and close sales quotes
- Establish and develop stakeholder relationships with cross functional internal teams to support and manage Customer’s needs
- Collaborate closely with the Executive Account Manager
- Provide sales reporting for Sales Director and Exec Team
Customer Support Manager
IDE Group
Croydon
01.2017 - 01.2019
- Build and maintain strong working relationships with the customer, acting as the Customer Advocate into the business.
- Act as the Customer Advocate in escalations surrounding incident/fault management into the business; providing the focal point of contact for the client and internal departments.
- Schedule and attend regular formal client meetings to review the relationship between IDE Group and the Customer and the service delivered.
- Identify Incident Trends and SLA Performance through analysis of Request Tickets, and generate clear Client Service Review reports, narrated and with recommendations for Service Improvement.
- Take ownership of any required SIP plans, develop and manage necessary Actions for improvements through Selection or 3rd party suppliers.
- Communicate and collaborate with the client to continually to maintain and improve the quality of services being delivered
- Work with colleagues in Service Delivery to provide accurate reporting and analysis of services
Sales Support
IDE Group
Croydon
11.2014 - 01.2017
- Support field sales staff
- Providing day-to-day commercial contact for customers
- Generating quotes
- Updating and maintaining CRM Systems (Salesforce & NetSuite)
- Raise customer contracts
- General administrative duties
- Active participation in the overall management of the client relationships
- Managing escalations through to Customer Service Team
Customer Services
Status IT
London Bridge
01.2014 - 07.2014
- Receive incoming calls from customers
- Place orders with suppliers
- Update CRM system
- Generate sales orders for invoicing
- Assist Accounts payable
Education
BTEC Level 3 Extended Diploma - Health & Social Care
Southwark College
09.2011 - 06.2013
8 GCSEs - grade A-C, including Maths, English and Science
Sedgehill School
09.2004 - 06.2009
Certified Customer Success Manager (CCSM Level 1) -
SuccessHacker
Skills
- Customer Success
- Verbal and Written Communication Skills
- Interpersonal
- Teamwork
- Problem solving
- Analytical
- Customer Retention
- Customer Satisfaction
- Upselling and cross-selling
- Ability to build and maintain strong customer relationships
- CRM Skills
Custom
References are available upon request
Timeline
Customer Success Manager
LiveseySolar
01.2025 - Current
Client Success Manager
Block Solutions
07.2023 - 07.2025
Customer Success Manager
Cision
10.2021 - 04.2023
Client Services Consultant
New CMI
10.2019 - 10.2021
Internal Account Manager
IDE Group
01.2019 - 07.2019
Customer Support Manager
IDE Group
01.2017 - 01.2019
Sales Support
IDE Group
11.2014 - 01.2017
Customer Services
Status IT
01.2014 - 07.2014
BTEC Level 3 Extended Diploma - Health & Social Care
Southwark College
09.2011 - 06.2013
8 GCSEs - grade A-C, including Maths, English and Science
Sedgehill School
09.2004 - 06.2009
Certified Customer Success Manager (CCSM Level 1) -
SuccessHacker
Similar Profiles
Mohammed Zia ShaheenMohammed Zia Shaheen
Founder & Principal Consultant at Loop Media-Social Media AgencyFounder & Principal Consultant at Loop Media-Social Media Agency
Ryan ThomasRyan Thomas
Payroll Manager and Office Assistant at Running Hare Restaurants LtdPayroll Manager and Office Assistant at Running Hare Restaurants Ltd
Stuart JarvisStuart Jarvis
Head of Strategic Partnerships at SharegainHead of Strategic Partnerships at Sharegain
Giselle UnsworthGiselle Unsworth
Facilities Manager at Bausch + LombFacilities Manager at Bausch + Lomb
Amanda WhitlockAmanda Whitlock
Senior Customer Success Manager (or) Senior Manager, Customer Success at AmplifySenior Customer Success Manager (or) Senior Manager, Customer Success at Amplify