Giuliana Riccio
Summary
Strategic and commercially minded Customer Success Director with over 12 years’ experience managing high-value enterprise accounts in SaaS, media, and tech. Proven track record of driving customer ROI, securing multi-year enterprise renewals, and partnering with C-suite stakeholders to solve complex business challenges. Adept at leading cross-functional initiatives, improving product adoption, and delivering measurable workforce transformation outcomes. Passionate about empowering customers to realise the full value of digital platforms and supporting organisational growth through consultative success strategies.
Overview
14
14
years of professional experience
Work history
Customer Success Director
Brightcove
06.2022 - 06.2025
- Delivered and exceeded renewal targets by 18%, securing multi-year contracts through proactive management of complex, multi-team renewals.
- Secured 25% revenue growth by increasing feature adoption and identifying upsell opportunities within subscription-based models.
- Reduced churn by 15% through early risk mitigation frameworks and executive alignment.
- Improved NPS from 70 to 85 by implementing structured engagement initiatives and executive relationship management.
- Conducted executive business reviews with C-level stakeholders to foster trust and align product solutions with commercial objectives, resulting in a 20% increase in adoption.
- Acted as a customer advocate to influence the product roadmap, ensuring alignment with client priorities and evolving industry demands.
- Promoted the full value of the platform through cross-selling and client education, maximising account value.
Enterprise Customer Success Manager
Conga
10.2021 - 05.2022
- Target Achievement: Exceeded quarterly renewal and retention targets by 18% through strategic account planning and early risk mitigation.
- Client Engagement: Improved customer satisfaction scores by 20% by implementing tailored success plans and structured adoption frameworks.
- Executive Relationships: Negotiated renewals with key stakeholders, securing a 10% increase in renewal rates through C-level relationship building.
- Proactive Management: Conducted regular check-ins and business reviews to identify at-risk accounts and improve customer health metrics.
- Adoption Strategy: Directed onboarding, integration, and stakeholder training to remove barriers to adoption and enhance customer value.
Head of Client Relationships, Europe & Middle East
Last Word
04.2018 - 09.2021
- Team Leadership: Led a team of 5, overseeing client onboarding and retention efforts, and ensuring high levels of client satisfaction and engagement.
- Client Retention: Increased client retention by 22% through structured engagement and consultative growth programmes.
- Revenue Impact: Drove 15% revenue growth by developing multi-platform solutions tailored to client needs.
- Strategic Planning: Designed & delivered business reviews, aligning customer goals with evolving product features.
- Market Expansion: Managed relationships with wholesale fund selectors and investment professionals across Europe and the Middle East.
Head of Client Relationships
Open Door
09.2014 - 03.2018
- Renewal Management: Achieved 90% retention rate for subscription-based financial industry accounts through effective renewal processes.
- Revenue Growth: Developed and executed strategic account plans, driving significant upsell opportunities.
- Long-term Value: Secured multi-year renewals through successful contract negotiations and risk mitigation.
Client Relationships Manager
Last Word
01.2012 - 01.2014
Account Executive
McDonald Butler
01.2011 - 01.2012
Education
Foreign languages - Foreign languages
Università Federico II
Diploma - Foreign languages
G.B. Vico Secondary School
Skills
- Enterprise account management & Growth
- Revenue retention and expansion
- Executive stakeholder engagement
- Strategic planning & ROI realisation
- Renewal and contract management
- Risk mitigation strategies & Escalation handling
- Data-driven strategy (NPS, Health score analysis, Churn risk assessment)
- Cross-functional leadership
- Client onboarding and implementation
- Reseller and channel management
- Salesforce proficiency
- Gainsight expertise
- Tableau and Power BI skills
- Excel proficiency
- Project management tools (Asana, Jira)
- Marketo and Outreach expertise
Languages
Italian
Native
English
Fluent
Timeline
Customer Success Director
Brightcove
06.2022 - 06.2025
Enterprise Customer Success Manager
Conga
10.2021 - 05.2022
Head of Client Relationships, Europe & Middle East
Last Word
04.2018 - 09.2021
Head of Client Relationships
Open Door
09.2014 - 03.2018
Client Relationships Manager
Last Word
01.2012 - 01.2014
Account Executive
McDonald Butler
01.2011 - 01.2012
Foreign languages - Foreign languages
Università Federico II
Diploma - Foreign languages
G.B. Vico Secondary School
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