Lucy Dodd

Leading a high-performing CSM team ($50M ARR) and primary enterprise client partner, including a leading UK energy provider, within the Order-to-Cash (O2C) division. Drives measurable outcomes to through strategic planning and close collaboration to improve working capital and reduce operational costs.

⦁ Cultivates and matures close working relationships with C-level client stakeholders, delivering quarterly and annual business reviews, coordinating strategy and aligning success planning with executive priorities.

⦁ Develops and executes customer success plans with measurable KPIs aligned to targeted business outcomes.
⦁ Delivers business transformation initiatives focused on improving customer support processes, encouraging self-service adoption, and reducing operational resource demands.

⦁ Adept at navigating challenging customer situations, including escalations and ensuring accountability from client partners

⦁ Acting as internal advocate for client to collaborating with product, engineering, and operations to maintain high customer satisfaction, leading strategy and removing blockers.
⦁ Full responsibility for commercials - renewal processes, including developing pricing models, drafting proposals, and leading commercial negotiations. Identified and executed upsell opportunities, directly contributing to portfolio revenue growth.

⦁ Working internationally across a diverse customer base, including key client engagements with partners in France.
⦁ Helped design and implement internal tools (e.g., Gainsight) to improve tracking, reporting, and engagement.

In this role, I led customer delivery teams (Support, Success and Project teams), as well as overseeing a portfolio of strategic clients, delivering continuous improvements in customer support and operational performance.
⦁ Led client delivery and transformation projects, acting as senior POC, ensuring timely, high-quality execution.
⦁ Drove renewal negotiations and collaborated with finance to develop pricing and contract options aligned to business value.
⦁ Supported clients through onboarding, adoption, and growth with measurable results.
⦁ Supporting client operations and initiatives across multiple countries and industries, with unique challenges.
⦁ Partnered with internal teams to refine delivery frameworks and support models based on client needs.

Supported a wide range of clients ($5M ARR) in a fast-paced startup environment, delivering tailored success plans and issue resolution.
⦁ Held close relationships with key client stakeholders, including senior executives, by developing and executing strategies aligned to success metrics and business cases.

⦁ Built a base of strong customer advocates, resulting in case studies and high referencability
⦁ Drove retention and growth across a strategic portfolio, managing renewals and pricing discussions, resulting in strong retention and incremental growth.