Jodie Durnian
Enterprise Customer Success Manager
Reading
Summary
Results-driven Customer Success leader with extensive experience in SaaS, HR Tech, and enterprise solutions. Proven track record in managing and growing multi-million-pound portfolios, optimizing customer success operations, and driving retention and expansion through strategic initiatives. Adept at leveraging Gainsight, Salesforce, and process automation to enhance customer experience and increase revenue. Skilled in stakeholder management, contract negotiations, and cross-functional collaboration, with a passion for empowering customers to achieve their business objectives.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Enterprise Customer Success Manager
Workday
London
02.2021 - Current
- Managing a portfolio valued at $5 million, increasing value by $2 million in the last 12 months through proactive engagement, strategic planning, and cross-functional collaboration
- Customer Success Strategy & Process Optimization: Developed and implemented scalable onboarding and engagement strategies to improve customer adoption and satisfaction
- Gainsight & Salesforce Utilization: Leveraged Gainsight to create automated workflows, track customer health metrics, and optimize success planning
- Customer Health & Advocacy: Designed data-driven health score models and proactive engagement frameworks to mitigate churn risk and identify expansion opportunities
- Cross-Functional Collaboration: Partnered with Sales, Product, and Professional Services teams to ensure seamless customer experiences and data integrity across platforms
- Revenue Growth & Expansion: Identified upsell opportunities, leading to increased adoption of additional Workday solutions
Corporate Client Success Manager
Reward Gateway
London
01.2018 - 10.2019
- Managed a portfolio of HR Tech clients, implementing strategic initiatives to enhance platform adoption, customer engagement, and retention
- Process Automation & Scalability: Developed workflows in Gainsight and Salesforce to streamline customer onboarding and engagement
- Data-Driven Decision Making: Managed dashboards tracking CS performance metrics, customer health, and revenue growth opportunities
- Customer Advocacy & Retention: Built strong stakeholder relationships, improving satisfaction and retention rates
Senior Client Account Manager
Relocation Support Services
Maidenhead
04.2013 - 01.2018
- Led a high-profile corporate client portfolio, driving operational excellence and customer satisfaction
- Operational Process Improvement: Designed and implemented a new expense management process, enhancing efficiency and cost control
- Stakeholder Engagement & Retention: Built executive relationships, driving contract renewals and long-term partnerships
- Team Leadership: Managed and mentored account managers to optimize service delivery and customer experience
Education
BA (Hons) - Studies of Education
Nottingham Trent University
Nottingham 01.2009 - 01.2012
Skills
Contract Negotiation & RFP Management
Customer Success Strategy & Operations
Gainsight & Salesforce Administration
Portfolio Management & Revenue Growth
Data-Driven Decision Making & Reporting
Customer Health Monitoring & Advocacy
Cross-Functional Collaboration & Leadership
Relevant Experience For CSD ROLE AT BENIFEX
- Managed a $5 million portfolio, increasing value by $2 million in the last 12 months.
- Extensive experience in global enterprise customer success, SaaS, and HR Tech.
- Proven ability to drive retention, revenue growth, and customer advocacy.
- Skilled in contract negotiation, RFP processes, and strategic account planning.
- Experienced in working cross-functionally to optimize customer engagement and outcomes.
Timeline
Enterprise Customer Success Manager
Workday
02.2021 - Current
Corporate Client Success Manager
Reward Gateway
01.2018 - 10.2019
Senior Client Account Manager
Relocation Support Services
04.2013 - 01.2018
BA (Hons) - Studies of Education
Nottingham Trent University
01.2009 - 01.2012