Natasha Raggett
Guildford,Surrey
Summary
Accomplished Customer Success Manager with extensive experience in managing high-value client portfolios and driving strategic business growth within the Adtech, AI and SaaS sectors. Adept at leveraging LLMs, computer vision, and prompt engineering to deliver tailored solutions. Skilled in account management, upselling, and cross-selling opportunities, ensuring clients receive tailored solutions that meet business needs. Proven track record of retaining and growing revenue through effective negotiation and long-term contract management. Adept at utilising CRM systems, project management software and industry analysis to optimise client satisfaction strategies. A collaborative leader skilled in cross-functional coordination with Product and Dev teams, bridging the gap between client needs and technical execution. Proven track record in fostering long-term client relationships and a strong communicator with a knack for resolving issues promptly and maintaining open lines of communication.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
SmartAssets
London
05.2025 - Current
- Analysed customer feedback to identify trends, areas for improvement, and drive product enhancements.
- Developed a library of AI prompts for creative asset governance and optimisation engine.
- Led company-wide demos on new product features, supporting the Marketing and Business Development teams.
- Conducted regular review meetings with clients, assessing service performance, and aligning future objectives.
- Delivered tailored training sessions to customers, maximising their utilisation of products, and services.
- Led onboarding sessions for new clients, facilitating smooth integration of services, and enhancing satisfaction.
- Acted as the customer voice within the organisation by remaining aware of customer needs and providing valuable feedback internally.
- Managed service escalation by identifying issues, containing impact on clients, and addressing issues until brought to resolution.
- Collaborated with engineering and design teams to refine product specifications, enhancing user experience, and functionality.
- Led cross-functional teams in the development and launch of innovative features.
- Coordinated with marketing and sales teams to develop effective go-to-market strategies, increasing product visibility, and adoption.
- Implemented user feedback mechanisms to gather insights, driving continuous product improvement, and innovation.
- Tailored products to meet specific regulatory requirements and standards across different markets, facilitating global expansion.
- Coordinated with clients to define project objectives and requirements, ensuring alignment with business goals.
- Oversaw the development of project documentation, maintaining clear and accurate records throughout project lifecycles.
Client Relationship Manager
XR (previously Adstream)
London
12.2021 - Current
- Acted as a trusted resource for a group of 50 high-value UK clients, incorporating feedback to enhance service provisions.
- Drove growth in securing £150K baseline revenue through negotiation of 12-24-month contracts.
- Ensured customers were satisfied by scheduling regular meetings and proactively checking in on them.
- Reviewed and optimised service level agreements to ensure alignment with client expectations and business capabilities.
- Utilised CRM systems to efficiently manage client information and track communication history.
- Directed forward-thinking sales efforts informed by industry trends and strategic foresight
- Collaborated with Sales Analyst team to analyse business structures and competitors’ sales.
- Established a client engagement timetable based on revenue and volume needs, which was rolled out across multiple teams.
- Created a comprehensive matrix of UK clients, highlighting service utilisation and upsell potential.
- Produced and administered reports, showcasing key areas of account focus to the sales team and leadership.
- Strengthened client engagement by utilising email, video conferencing, and face-to-face interactions
- Conducted platform demonstrations for potential clients and led onboarding sessions
- Identified and addressed clients' needs, recommending new and applicable products and services to streamline their business operations and enhance workflow whilst upselling XR's services
- Collaborated with marketing team to create targeted communications and social media content
- Cultivated company's values among colleagues, boosting collaborative atmosphere
- Promoted seamless collaboration by enhancing communication across teams
- Showcased dedication to expanding XR platform knowledge through team collaboration
Client Support & Experience Manager
Scanomat UK
London
05.2017 - 12.2021
- Delivered exceptional customer service to 150+ clients in London, and South England.
- Managed a 2-person team, planning weekly workflows, and supporting career progression.
- Guaranteed seamless end-to-end client service, boosting satisfaction and retention.
- Managed customer account enquiries, resolving complaints, and ensuring customer satisfaction.
- Conducted monthly training for 20+ new clients, while maintaining client relationships.
Education
A-Levels - Communications & Culture
Peter Symonds
Winchester01-2013
GCSEs - Languages
The Westgate School
Winchester01-2011
Skills
- Client satisfaction strategies
- Client Relationship Management
- Strategic business growth
- Sales Lead Generation
- Long-term business planning
- Versatile work adaptability
- Salesforce administration
- Product training delivery
- Project management
- Powerpoint & Excel
- PowerBI Analysis
- Asana Proficiency
- Cross-functional collaboration
- Go-to-market strategies
- User experience design
Hobbies and interests
- Running
- Cycling
- Weightlifting
- Reading
- Cooking
Timeline
Customer Success Manager
SmartAssets
05.2025 - Current
Client Relationship Manager
XR (previously Adstream)
12.2021 - Current
Client Support & Experience Manager
Scanomat UK
05.2017 - 12.2021
A-Levels - Communications & Culture
Peter Symonds
GCSEs - Languages
The Westgate School