LYN SUMMERS
London,Greater London
Summary
Relationship-driven and results-oriented Customer Success & Loyalty Partnerships Specialist with 17+ years delivering premium service experiences in global SaaS, life sciences, and customer-focused industries. Adept at managing key partnerships, optimizing CRM journeys, and building loyalty through insight-led strategies. My passion for delighting customers and creating long-term value is rooted in both professional experience and personal connection — with both my mother and sister having worked at British Airways, I deeply value the legacy of service, excellence, and trust the brand represents. Known for blending warm, people-first interactions with data-driven insight, I consistently exceed expectations across B2B and B2C environments — from tech clients to enterprise partnerships.
Overview
17
17
years of professional experience
1
1
Certification
Work history
Senior Lead Customer Success Manager
Medidata Solutions
London
10.2023 - 04.2025
- Own high-value client relationships with global partners, ensuring long-term success and satisfaction
- Use tools like Salesforce and Gainsight to track engagement, proactively manage risk, and identify loyalty drivers
- Collaborate cross-functionally (product, tech, marketing) to act on customer feedback and NPS trends
- Build structured success plans and conduct regular business reviews to maintain alignment and retention
- Achieved consistent NPS scores of 8–9/10 and 100% client retention
Project Manager – Customer Onboarding & Engagement
Medrio
08.2021 - 09.2023
- Guided customers through onboarding journeys for enterprise SaaS solutions
- Partnered with client services, support, and product to ensure consistent, high-quality experience
- Drove stakeholder satisfaction with progress reporting, data reviews, and proactive communication
- Improved time-to-value and client sentiment with tailored touchpoints and training assets
Client Engagement Manager
Phlexglobal
04.2019 - 06.2021
- Managed customer partnerships across EMEA and the UK, acting as the trusted point of contact
- Supported customer experience and performance reporting via CRM platforms
- Handled renewal readiness, partnership reviews, and budget tracking
- Increased customer health scores through targeted engagement strategies
Client Delivery Manager
Phlexglobal
11.2018 - 04.2019
- Delivered loyalty-focused implementation and relationship support during key account onboarding
- Acted as an escalation lead to protect customer trust and improve future rollout models
- Created onboarding toolkits and communications plans to ensure consistency in delivery
Clinical Operations & Relationship Roles
01.2008 - 12.2018
- Company Overview: PAREXEL, Syneos Health, BioMarin
- Spent 10 years managing relationships between internal teams, trial sites, and global customers
- Partnered with medical professionals, tech vendors, and logistics teams to deliver quality experiences
- Developed sharp customer insight, global etiquette, and service-first instincts
- Managed sensitive communications and maintained operational excellence under pressure
- PAREXEL, Syneos Health, BioMarin
Education
BSc (Hons) - Biomedical Science
Brunel University
Associate Degree - Pre-Medicine, Business/Finance
Mission College
Diploma - Dance, Vocals & Teaching Certification
Harrow Arts Centre / Srishti School of Dance & Music
Skills
- Customer Relationship Management (CRM)
- Loyalty Strategy & Engagement
- Stakeholder Management (B2B & Internal)
- Salesforce
- Gainsight
- Customer Journey Mapping
- Commercial Partnership Support
- NPS & Feedback Programs
- Account Growth & Retention
- Customer Data & Analytics
- Communications & Escalation Handling
- Multichannel Success (Email, In-App, Phone)
- Loyalty Tech Platforms
- Smartsheets
- Google Workspace
- Excel (Advanced)
- Tableau
- JIRA
- Confluence
- Microsoft Teams
- DocuSign
- Zendesk
- ECOA / EDC / IRT platforms (Medidata, Medrio)
Certification
- Basic Life Support
- Mental Health First Aid
- First Aid at Work
Custom
- Customer Experience & Travel
- Storytelling through Data
- Yoga & Wellness
- Art & Music
- Exploring Cultures (30+ countries!)
Affiliations
- Customer Experience & Travel • Storytelling through Data • Yoga & Wellness Art & Music • Exploring Cultures (30+ countries!)
Languages
Hindi
Advanced
Timeline
Senior Lead Customer Success Manager
Medidata Solutions
10.2023 - 04.2025
Project Manager – Customer Onboarding & Engagement
Medrio
08.2021 - 09.2023
Client Engagement Manager
Phlexglobal
04.2019 - 06.2021
Client Delivery Manager
Phlexglobal
11.2018 - 04.2019
Clinical Operations & Relationship Roles
01.2008 - 12.2018
Associate Degree - Pre-Medicine, Business/Finance
Mission College
Diploma - Dance, Vocals & Teaching Certification
Harrow Arts Centre / Srishti School of Dance & Music
BSc (Hons) - Biomedical Science
Brunel University
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