Paolo Giacomelli
Head Of Customer Success
London,ENG
Summary
Accomplished and motivated professional with a proven track record of leading and managing high-performing Customer Success teams. Recognized for consistently delivering exceptional customer experiences, strategically improving retention rates, and fostering strong client relationships. Advocate for customer-centric strategies and the utilization of data-driven insights to optimize processes and elevate satisfaction. Eager to apply my expertise in advancing customer success initiatives to contribute actively to the growth and success of a dynamic organization.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Head of Customer Success/Account Manager
Thynk Cloud
12.2024 - Current
- ADeveloping and supporting the newly created Customer success department
- Develop Customer Success strategy and processes including renewal playbook and cross sell and upsell processes.
- Streamlined customer service processes for increased efficiency and faster response times.
- Create and fostering collaboration with sales, marketing and C level players.
- ARR managed: 6.8M
Manager Customer Success Team EMEA
London BigCommerce
London, England
11.2022 - 11.2024
- Leading and supervising a diverse team of 8 customer success professionals
- Experience in a Digital scalable customer journey with the creation of an Enterprise customer success community (3 team members)
- Analyzed customer data, identified trends, and devised strategic initiatives to enhance satisfaction levels and improve customer retention rates
- Collaborated cross-functionally with sales and marketing to enhance overall customer experiences
- Hire, coach and train individuals
- Implemented process enhancements, optimized workflows, and consistently refined the customer journey to maximize efficiency and satisfaction
- Proactively managed client escalations, effectively resolving issues and maintaining strong client relationships.
- Decrease downgrade by 82%
- NRR increment: 105%
Sr Customer Success Manager
BigCommerce
London, England
07.2021 - 11.2022
- Successfully managed a portfolio of high-potential and complex enterprise accounts, consistently surpassing customer satisfaction targets by proactively addressing their unique needs and challenges ( H2 - 114% ARR Retention Rate)
- Mentored and trained junior Customer Success Managers
- Created and led Strategic Business Reviews, collaborating cross- functionally with internal teams and customers to establish comprehensive long-term success roadmaps, resulting in enhanced customer retention and revenue expansion.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
Customer Success Manager
BigCommerce
London, England
08.2020 - 09.2021
- Conducted strategic business reviews with clients, actively collaborating to create and execute personalized plans
- Displayed complete ownership of an assigned Book of Business comprising high-profile Enterprise-level customers, consistently surpassing essential customer success metrics such as Net Promoter Score (NPS), account growth, revenue retention, and precise forecasting
- Nurtured influential and referable client relationships across all levels, from entry-level professionals to C-level executives.
Account Manager
MyWoWo Travel App
Milan, Italy
09.2019 - 10.2020
- Led the development and successful launch of a pioneering B2B2C Travel App
- Negotiated and finalized multiple strategic partnership agreements with influential industry stakeholders
- Provided account management services to existing clients, fostering enduring relationships and ensuring their ongoing satisfaction and loyalty.
Sales & Partnership Manager
MyWoWo
Milan, Italy
06.2018 - 09.2019
- Devised and executed a comprehensive sales strategy, ensuring complete territorial coverage
- Delivered persuasive and informative sales presentations to prospective clients and partners
- Pursued new business prospects proactively and diligently, initiating meetings with crucial decision-makers to cultivate valuable professional connections and capitalize on emerging market trends, leading to an impressive surge in app downloads surpassing 160,000.
Strategic Sales Support Analyst
Cvent
01.2017 - 06.2018
- Facilitated sales performance calls, fostering collaborative problem-solving and discussion among sales representatives and leadership to identify areas for improvement per account
- Played a key role in enhancing sales productivity and revenue growth by collecting, analyzing, and evaluating hospitality cloud sales data, offering actionable insights and recommendations for performance optimization
- Led sales reporting and forecasting initiatives, providing accurate and timely information to the sales team, enabling informed decision-making.
Education
BBA - Economy And Tourism
University of Westminster
London, ENG 01.2014 - 01.2017
Skills
- Team Leadership
- Customer Relationship
- Data Analysis
- Problem solving
- Creative thinking
- Decision making
- Teamwork and collaboration
- Time management
- Excellent communication
- Team building
Timeline
Head of Customer Success/Account Manager
Thynk Cloud
12.2024 - Current
Manager Customer Success Team EMEA
London BigCommerce
11.2022 - 11.2024
Sr Customer Success Manager
BigCommerce
07.2021 - 11.2022
Customer Success Manager
BigCommerce
08.2020 - 09.2021
Account Manager
MyWoWo Travel App
09.2019 - 10.2020
Sales & Partnership Manager
MyWoWo
06.2018 - 09.2019
Strategic Sales Support Analyst
Cvent
01.2017 - 06.2018
BBA - Economy And Tourism
University of Westminster
01.2014 - 01.2017
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