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
Remote
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, United Kingdom
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
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
London, United Kingdom
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