Lauren Hudson

• Own and manage a portfolio of medium to enterprise HR clients, £4.7m in ARR (500–10,000 users) across EMEA and US, delivering a high-touch, strategic success approach with a 95% renewal rate, 22% ARR growth in upsell and 12% in cross sell opportunities.

• Lead Executive Quarterly Business Reviews and strategic planning sessions with senior stakeholders, aligning platform capabilities to business transformation goals and driving measurable outcomes.

• Champion multithreaded stakeholder engagement across HR, IT, and Operations, positioning Zensai as a strategic partner in learning, performance, and employee engagement.

• Collaborate cross-functionally with Sales, Product, and Marketing to support upsell and renewal strategy.

• Design and execute tailored customer success plans focused on adoption milestones, technical enablement, and long-term value realization across multiple software modules.

• Deliver AI-powered engagement tools via Microsoft Copilot, enabling personalized product demos and proactive success planning through CRM automation and predictive insights.

CRM Automation & Insight : Integrated AI-driven insights into customer success CRM to automate renewal forecasting, identify churn risk, and generate • QBR recommendations — streamlining internal reporting and increasing forecasting accuracy.

• Voice of Customer , Own customer insight feedback loop, analysing adoption, satisfaction, and feature demand to shape roadmap priorities and product enhancements.

• Provide internal enablement and mentoring for regional CSMs and Sales teams, improving forecasting accuracy, CRM data integrity, and cross-functional alignment.

• Market Research & Competitive Intelligence : Conducted customer and industry analysis to inform product positioning and enhance Sales and Product alignment.

• Supported pre-sales as product SME, helping secure €1.2M in new business by demonstrating ROI and aligning customer success strategies with commercial objectives.

• Built and maintained Customer Success KPI dashboards in Dynamics 365 and Power BI to track churn, NPS, CSAT, and health metrics, enabling proactive renewal management

• Owned portfolio of 75 medium to enterprise high value accounts across HCM suite. Achieved 100% customer retention and 27% ARR growth through expansions and cross sell and upsell strategies.

• Partnered with Sales, Marketing, and Finance to align forecasting accuracy, renewal visibility, and account expansion plans — supporting predictable recurring revenue performance.

• Led Executive Quarterly Business Reviews and roadmap alignment sessions with HR leaders and system administrators, driving platform adoption and long-term value realization.

• Customer Lifecycle & Data Ownership: Managed full customer journey from onboarding to renewal, driving measurable improvements in adoption, engagement, and satisfaction through process optimisation and CRM data integrity initiatives.

• KPI Dashboard Implementation : Spearheaded design and rollout of Customer Success KPI dashboard in Microsoft Dynamics 365 to monitor churn risk, NPS, CSAT, and customer health scoring — providing leadership with data to forecast retention and pipeline growth.

• Operational Efficiency: Introduced standardised playbooks and onboarding workflows that reduced time-to-value by 30% and improved customer experience consistency across all touchpoints.

• Customer Health Insights: Delivered quarterly Power BI reports that analysed usage trends and renewal risk, enabling proactive retention strategies that increased “green status” accounts by 70%.

• Voice of Customer Advocate: Acted as internal customer champion, translating feedback into product development priorities and influencing roadmap enhancements that reduced support cases by 15%.

• Enablement & Education: Delivered tailored training for HR leaders and system administrators, resulting in 20% increase in adoption rates and improved system utilisation across enterprise clients.

• Collaborated cross-functionally with Product, Engineering, and Customer Support to streamline issue resolution and elevate user experience — contributing directly to customer loyalty and account growth.

• Managed a global team overseeing CRM (Salesforce) and ERP infrastructure across UK, US, and EMEA.

• Directed end-to-end HRIS, CRM, and ERP implementations aligned with business strategy to drive efficiency.

• Designed Customer Success KPI dashboards in Power BI to monitor retention and growth.

• Delivered Power BI dashboards providing real-time MI and performance insights across Sales, HR, and Operations, enhancing commercial visibility and decision-making.

• Improved B2B customer satisfaction from 4.0 to 4.7/5 through system improvements, data accuracy, and enhanced service delivery.

• Oversaw vendor relationships, budget planning, and governance reviews — ensuring system ROI and continuous improvement.