Jessica Seabridge
Chesterfield,Derbyshire
Summary
Customer Success professional with 8+ years’ experience in SaaS environments specialising in client retention, customer engagement, and portfolio growth. Proven track record managing large SMB customer portfolios, improving customer health, and delivering measurable revenue outcomes through strategic account management and data-driven customer success strategies. Experienced in leading complex client migrations, improving operational processes, and collaborating cross-functionally with Product, Sales, and Support teams to enhance customer experience and product adoption. Seeking a Customer Success Manager role where I can focus on building strong client relationships and delivering long-term customer value.
Overview
11
11
years of professional experience
1
1
Certification
Work history
Client Success Team Manager
Perkbox
2023.09 - 2026.03
- Lead customer success initiatives within a high-growth SaaS organisation, supporting retention, engagement, and portfolio performance across a large SMB customer base. Manage customer success operations while maintaining close involvement in client strategy and success planning.
- Key Achievements
- Portfolio Management & Customer Retention
- Oversaw a portfolio of approximately 2,000 SMB customers representing £4.5M in annual revenue.
- Supported the team in achieving 102% Gross Revenue Retention during a challenging market period.
- Proactively managed customer health, engagement, and risk mitigation to maintain strong retention outcomes.
- Strategic Client Migration Project
- Acted as Project Lead for the migration of customers during a major company merger, coordinating cross-functional teams to ensure a seamless transition for clients and minimise disruption.
- Customer Experience Improvement
- Reduced customer escalations by 30% through improved service frameworks, proactive communication strategies, and enhanced client support processes.
- Operational Efficiency
- Improved team productivity by 20% through optimisation of CRM processes, reporting automation, and streamlined workflows.
- Stakeholder Collaboration
- Partnered closely with Sales, Product, and Engineering teams to advocate for customer needs and support product adoption initiatives.
Customer Service Team Lead
Perkbox
2018.05 - 2023.09
- Promoted internally to lead global customer support teams within a rapidly scaling SaaS business. Responsible for service delivery, operational performance, and customer experience improvements.
- Key Achievements
- Managed support teams of up to 15 staff, delivering coaching and performance management to improve service delivery.
- Improved customer satisfaction and resolution times through redesign of support workflows based on service data and feedback trends.
- Introduced quality assurance frameworks that increased first contact resolution and reduced support errors.
- Implemented process improvements and automation that improved operational efficiency across the support function.
Customer Service Roles
The Co-operative Group | New Look | Pandora
2015.01 - 2018.01
- Developed strong customer service, communication, and problem-solving skills in fast-paced retail environments.
Education
NVQ Level 2 - Business Management
NVQ Level 2 - Team Leading
NVQ Level 2 - Principles of Customer Service
10 GCSEs (A–C) - including Maths and English
Skills
- Customer Success Management
- Client Retention & Revenue Growth
- Account & Portfolio Management
- Customer Health Monitoring
- Customer Lifecycle Management
- Customer Onboarding & Adoption
- Stakeholder Relationship Management
- Escalation & Risk Mitigation
- CRM & Customer Success Platforms
- Customer Engagement Strategy
- Data-Driven Decision Making
- Process Improvement & Automation
- Cross-Functional Collaboration
INTERESTS
Outdoor enthusiast who enjoys hiking, camping, and kayaking. Passionate about the positive impact nature has on wellbeing and maintaining a healthy work-life balance.
Certification
Internal Award recipient for outstanding Leardership throughout 2025.
References
References available upon request.
Timeline
Client Success Team Manager
Perkbox
2023.09 - 2026.03
Customer Service Team Lead
Perkbox
2018.05 - 2023.09
Customer Service Roles
The Co-operative Group | New Look | Pandora
2015.01 - 2018.01