Josh Raymond
London
Summary
5+ years of experience helping teams and customers get the most out of AI-driven SaaS products. I love partnering with clients to drive adoption, uncover growth opportunities, and deliver real long-term value. Known for hitting NRR goals while building strong, collaborative relationships and supporting teams in fast-moving PLG and sales-led environments.
Overview
5
5
years of professional experience
Work history
Senior Customer Success Manager
Pitch
Berlin, Germany
08.2023 - Current
- Managed a large tiered book of business for 3+ years: 30 top-paying enterprise customers and a larger scaled portfolio of high growth potential lower MRR accounts, prioritized by strategic account mapping and expansion signals; measured mainly on Net Revenue Retention (NRR).
- Closed the highest-value contracts in company history, including net new business as well as the largest renewals and expansions. Consistently exceeded NRR targets, which resulted in being promoted to Senior Customer Success Manager within the first year. Achieved a 119% NRR in year 2.
- Led customer segments through multiple price increases and major AI feature launches, balancing value selling, revenue growth, and retention.
- Drove customer-led roadmap decisions that unlocked high-revenue opportunities, including the current development of an open API and CRM integrations with Salesforce and HubSpot.
- Joined as second hire CSM at Pitch, helping build the CS function from the ground up and shaping early customer strategy. Led the scaled CS motion, designing segmentation, engagement models, and processes in a PLG SaaS environment.
Customer Success Manager
Spectrm
Berlin, Germany
10.2022 - 08.2023
- Managed 10 high ARR enterprise accounts, including HelloFresh, Pandora, and Breitling, overseeing onboarding, adoption, renewal, and commercial expansion through strategic account planning and onsite customer visits.
- Achieved 100% NRR, securing renewals of major customers and generating significant revenue growth through value selling, cross-selling across multiple channels, and securing key campaigns.
- Partnered closely with Partnerships and Sales teams to identify commercial opportunities, influence strategic decisions, and maximize account ROI.
Sales Development Representative
Spectrm
Berlin, Germany
01.2021 - 10.2022
- SDR at AI chatbot provider Spectrm.io, executing outbound and inbound enterprise outreach in the UKI and Nordics within a sales-led SaaS model, consistently exceeding pipeline and lead targets.
- Partnered closely with AEs and product teams to tailor messaging and accelerate qualified opportunities.
- Transitioned into Customer Success in under two years, leveraging enterprise relationships and extensive technical product knowledge to drive adoption and retention.
Education
Bachelor of Science - Business and Management
Technological University Dublin
Dublin, Ireland /2016 - /2020
Skills
- Onboarding
- Renewals
- Growth Planning
- Business Reviews
- Stakeholder Management
- Upselling
- Cross-selling
References
References available upon request.
Software & Tooling
- Salesforce
- Hubspot
- Vitally.io
- Amplitude
- Metabase
- Linear
- Granola
- Docusign
- Notion
- Intercom
- Customer.io
Timeline
Senior Customer Success Manager
Pitch
08.2023 - Current
Customer Success Manager
Spectrm
10.2022 - 08.2023
Sales Development Representative
Spectrm
01.2021 - 10.2022
Bachelor of Science - Business and Management
Technological University Dublin
/2016 - /2020