Summary
Overview
Work History
Education
Skills
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Personal Information
Affiliations
Accomplishments
Timeline
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Ryan Collier

Leicestershire,United Kingdom

Summary


Senior Director with a knack for driving organisational growth and fostering collaborative environments. Led multiple cross-functional teams to streamline operations, across Product, Customer Success and Support resulting in significantly improved Product launches, cost reductions through customer support and productivity improvements across teams with automation. Instrumental in launching initiatives that enhanced customer satisfaction and Product Marketing positioning.

Overview

15
15
years of professional experience

Work History

Senior Director of Customer Success, Global

SpyCloud
Remote UK
08.2021 - 03.2025
  • Built and scaled a global Customer Operations function (23 team members) across Customer Success, Technical Account Management, and Support with the SVP of Customer Success
  • Partnered cross-functionally with Product, Marketing, and Sales to align on go-to-market strategy, customer engagement, and product feedback loops.
  • Developed and led the Customer Outreach Roadmap to unify customer touchpoints across lifecycle stages.
  • Launched key initiatives including a Customer Advisory Board and Customer Kudos Program to deepen customer engagement.
  • Oversaw hiring, onboarding, and continuous development of high-performing CS teams, ensuring alignment with strategic goals.
  • Delivered training programs on lifecycle management, with a focus on metrics like Churn, NPS, GRR, and NRR.
  • Implemented operational excellence using Gainsight, Salesforce, and Asana to track performance and optimise resource allocation.
  • Played a key role in multiple product launches, contributing to beta programs, early access feedback, and go-to-market readiness.
  • Drove continuous improvement through regular operational reviews, customer satisfaction analysis, and policy/process optimisation.

Enterprise Account Executive, UK/APAC

Trint
10.2020 - 08.2021
  • Collaborated with Product teams on feedback and Go-To-Market strategies for Series A start-up specializing in speech-to-text security solutions
  • Identified bugs during early testing and provided key insights for market fit in security solutions
  • Coordinated daily tasks, ensuring smooth workflow within the team.
  • Coached team members through new or difficult workflows.
  • Generated sales forecasts to inform resource allocation and project management.
  • Hit 90% Retention
  • Hit 104 % Target

Manager, Corporate Team EMEA

Egress Software Technologies
10.2017 - 10.2020
  • Line Managed team of five, focusing on Customer Success and secure email gateways and Project delivery
  • Reported on, Churn, Time to deployment, Upsell, Cross sell, Support
  • Provided consistent leadership to maintain high levels of team performance and satisfaction.
  • Coached team members through new or difficult workflows.
  • Delegated tasks efficiently to maximise productivity.
  • Worked with CISOs and SOC teams to deliver human-centric security solutions
  • Collaborated with Product and Marketing teams on Early Releases and strategic feedback loops
  • Achievements:
  • Awarded 2018 Egress All-Star Award

Customer Experience Manager

Mimecast
07.2014 - 10.2017
  • Promoted multiple times, culminating in managing Enterprise accounts and consulting on cybersecurity workflows
  • Partnered with Product teams on Early Access Programs and customer feedback integration
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Contributed to building Mimecast’s Legendary Customer Success program
  • Trained junior staff members in various aspects of tech product management, fostering knowledgeable workforce.
  • Increased overall productivity by streamlining workflows in Product Management Department.
  • Gross Renewal always stayed above 90%
  • Nett renewal consistently hit 110%

Key Account Manager

Three6five Network Technologies
05.2013 - 07.2014
  • Focused on IP network Account Management, advising clients on networking and cybersecurity technologies
  • Worked closely with engineering teams to deliver hybrid and SaaS solutions

Key Account Manager

Toshiba South Africa
07.2010 - 05.2013
  • Responsible for mid-market and enterprise business development
  • Won the 2012 Toshiba Global Software Demonstration Contest in Singapore

Education

Bachelor of Arts - BA(Hons) Business Management (Leadership Practice)

Open University
London

NQF level 4 - Human Resources & Management Practices Support - Level 4

Business Management Training College
Johannesburg South Africa
2013

Skills

  • Strategic leadership
  • Leading Product Strategy
  • Decision making
  • Multi-Department coordination
  • Customer engagement
  • Critical-thinking
  • Operational support
  • Product knowledge
  • Performance monitoring
  • Leading Customer Success and Support
  • Metrics and Performance Reporting
  • Strategic Planning and Execution
  • Program Development and Implementation

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Personal Information

Nationality: British South African

Affiliations

  • Sports, Games, Family

Accomplishments

    2024 SpyCloud Excellence in Customer Success Award

    2018 Egress All-Star Company Award

    2012 Toshiba Global Software Demonstration Contest Winner.

Timeline

Senior Director of Customer Success, Global

SpyCloud
08.2021 - 03.2025

Enterprise Account Executive, UK/APAC

Trint
10.2020 - 08.2021

Manager, Corporate Team EMEA

Egress Software Technologies
10.2017 - 10.2020

Customer Experience Manager

Mimecast
07.2014 - 10.2017

Key Account Manager

Three6five Network Technologies
05.2013 - 07.2014

Key Account Manager

Toshiba South Africa
07.2010 - 05.2013

Bachelor of Arts - BA(Hons) Business Management (Leadership Practice)

Open University

NQF level 4 - Human Resources & Management Practices Support - Level 4

Business Management Training College

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Ryan Collier