Summary
Overview
Work History
Education
Skills
PAST EXPERIENCE:
References
Timeline
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Phillip Griffiths Mathieson

Phillip Griffiths Mathieson

Glasgow,ENG

Summary

As a seasoned leader with over 15 years of experience in the SaaS industry, I have a proven track record of developing and executing customer-centric business strategies that drive growth and satisfaction. My expertise lies in advocating for the customer, managing enterprise implementations, building high-performance teams, and streamlining workflows to enhance efficiency and productivity.

Overview

5
5
years of professional experience

Work History

Chief Customer Officer

Publitas.com
Remote
10.2022 - Current
  • Developed and executed customer-centric business strategy, resulting in ARR growth and a net retention rate (NRR) of 112%.
  • Decreased Churn to under 4% by analysing data from several sources to identify trends, opportunities, and make strategic decisions on the customer journey and direction such as adapting pricing to meet different market/country needs.
  • Managed the Introduction of new tools such as Hubspot (CRM) and associated workflow to streamline and reduce manual work across the three departments which lead to Improved profitability, customer SLAs being met, and high NPS score of 72.
  • Lead cross-functional remote teams and Increased department and team performance to ensure the delivery of team KPIs/OKRs.
  • Advocated and championed the customer by introducing a new feature request process to ensure the voice of the customer was heard across the organisaion.
  • Lead thought leadership webinars, workshops and seminars online and at in person events.

Services Lead

Publitas.com
Remote
05.2020 - 10.2022
  • Introduced and evolved the Service offering, including a new onboarding program that grew one off revenue from 13K to 1.4M per year.
  • Implemented a new Project management approach for client delivery resulting in better resource utilisation and on-time delivery.
  • Manage the full lifecycle of large scale enterprise implementations/Projects from technical Scope to the end delivery (Projects includes technical development, System Customisations/Implementations/integrations and mobile/digital design)

Education

Bachelor of Arts - Archaeology

University of Kent
Canterbury
07.2009

Skills

  • Strategic Vision and Leadership
  • Aligning with business objectives
  • Leading global customer-facing teams
  • Fostering cross-functional relationships
  • Influencing product vision & development
  • Analyzing data & trends
  • Customer Journey & Operations
  • Driving customer satisfaction & loyalty
  • Improving customer retention
  • Enhancing the customer experience
  • Measuring & acting on customer metrics
  • Championing and advocating the customer needs
  • Project & Change Management
  • Resource & stakeholder management
  • Budget & costing
  • Project Scoping and need analysis
  • Implementations & Custom Development
  • Risk assessment and ROI

PAST EXPERIENCE:

Head of Projects & Customer Success - 02/2016 - 04/2020 Qudini Limited 

Project Implementation Manager (contract) - 10/2015 - 02/2016 RELEX Group

Project Manager - 12/2012 - 10/2015 INCA Creative

Project & Account Management - 09/2010 - 12/2012 Geodis Calberson

References

References available upon request.

Timeline

Chief Customer Officer

Publitas.com
10.2022 - Current

Services Lead

Publitas.com
05.2020 - 10.2022

Bachelor of Arts - Archaeology

University of Kent

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Phillip Griffiths Mathieson