Kathryn Vaughan

As Director of Customer Success, I am responsible for the strategic oversight of customer growth and client delivery functions, ensuring clients achieve maximum value from Clevertouch Consulting's services and solutions. As a member of the senior leadership team I hold accountability for customer retention, service excellence, operational performance and long-term business growth.

Key achievements and responsibilities include:

• Established and developed a newly formed Customer Success function following organisational restructure, defining team roles, responsibilities, operational frameworks, objectives and success measures.
• Built and led a motivated, high-performing Customer Success team consisting of experienced Account Directors and Marketing and Strategic Project Managers.
• Developed customer-centric strategies focused on retention, value realisation, relationship growth and long-term partnership development.
• Successfully maintained strong client retention and revenue growth during challenging economic conditions, including navigating client budget reductions, organisational restructures and changes in key stakeholder relationships.
• Acted as senior escalation point for clients, building trusted partnerships and proactively addressing business challenges.
• Led initiatives to improve operational efficiency, service delivery consistency and cross-functional collaboration.
• Oversaw end-to-end project and programme delivery, ensuring work was completed on time, within scope and to the highest quality standards.
• Manage a portfolio of key client accounts, providing hands-on project management oversight to ensure successful delivery of complex marketing and consultancy programmes.
• Introduced and embedded Customer Success principles, metrics, and best practices focused on customer satisfaction, retention, engagement and growth.
• Worked closely with leadership and operational teams to align customer success initiatives with wider business goals, market conditions and evolving client needs.

Responsible for leading the delivery of services across client accounts, ensuring projects and programmes were delivered successfully, efficiently and aligned to client objectives.

Key achievements and responsibilities include:

• Managed and supported a team of Marketing Project Managers, providing leadership, mentoring, guidance and performance support.
• Served as primary escalation point for delivery challenges, ensuring issues were resolved quickly and effectively.
• Oversaw successful project delivery, ensuring adherence to timelines, budgets, quality standards and agreed scope.
• Built strong client relationships through proactive communication, responsiveness and consistent delivery excellence.
• Collaborated closely with operations, consultants, martech specialists, data analysts and acquisition teams to ensure seamless service delivery.
• Drove improvements in team coordination, workflow efficiency and delivery processes.
• Supported the development of scalable delivery practices that enhanced both customer experience and internal collaboration.

• Led strategic client relationships across key accounts with responsibility for client retention, growth and delivery excellence.
• Worked closely with senior stakeholders to develop trusted partnerships, identify opportunities for account expansion and ensuring successful delivery of marketing and consultancy services.
• Collaborated across internal teams to deliver commercially successful outcomes while maintaining high levels of customer satisfaction and long-term client engagement.
• This included ownership of the largest global client account, generating £1m in annual revenue and working across multiple international teams to ensure aligned strategy, consistent delivery and seamless cross-regional coordination.
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• Managed a portfolio of client accounts, ensuring successful delivery of services and maintaining strong customer satisfaction levels.
• Developed trusted client relationships through proactive communication, responsive support and consistent delivery standards.
• Worked closely with internal teams to coordinate project execution, contributing to account growth, retention, and long-term client success.

• Supported the financial and administrative operations of the business, developing strong organisational, communication and client service skills.
• This role provided a solid commercial foundation and early exposure to client-focused business operations, supporting the progression into account management and leadership roles.