Stephanie Horsnell
Bristol
Summary
An adaptable, self-motivated individual with 6+ years experience across B2B SaaS account management and customer success. Recognised for delivering scalable customer success programs and leveraging data-led insights to drive retention and growth. Demonstrated ability to exceed performance expectations, earning accelerated promotions in dynamic work environments. Recently returned from a 7-month solo backpacking trip across Latin America, with strengthened problem-solving, cross-cultural communication, and resilience. Eager to bring fresh perspective and renewed focus to a customer-centric team - driving continuous improvement across people, processes, and product to enable scalable success.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work history
Customer Experience Manager
Wiz
Hybrid (London)
04.2024 - 11.2024
- Led multiple beta programs to drive community growth, amplify the customer voice, and influence product development through collaboration with Engineering and Product teams.
- Optimised renewal workflows by segmenting customers and streamlining CRM processes in partnership with Sales Operations and Renewals teams.
- Designed and delivered scalable onboarding webinars and office hours for digital customers, accelerating time-to-value and reducing onboarding tickets by 30%.
Customer Success Manager
Wiz
Remote
02.2023 - 04.2024
- Managed a portfolio of 100+ digital customers, contributing to the EMEA Customer Success team’s consistent 125%+ quarterly NRR achievement.
- Executed 360° ABM strategies to identify expansion opportunities, achieving 3x ACV growth within 3 months for a key account.
- Leveraged Tableau, DataDog, and ChurnZero to detect adoption gaps, flag at-risk customers, uncover growth opportunities, and automate lifecycle touchpoints.
- Led monthly 1:1s and QBRs with executive sponsors to align strategy, showcase new features, and define actionable next steps.
- Collaborated cross-functionally with Technical, Finance, and Legal teams to deliver targeted support, workshops, and contract reviews.
Sr. Business Development Representative
Wiz
Remote
11.2021 - 02.2023
- Collaborated across APAC & EMEA to generate $9.9M in sales pipeline and $915K in closed-won deals through strategic multi-channel BDR initiatives.
- Increased event engagement by pre-booking qualified meetings with senior stakeholders, boosting booth attendance at key events.
- Led high-value discussions with senior and C-level stakeholders, aligning Wiz’s value proposition to their business goals.
- Designed and implemented inbound Outreach.io cadences for the EMEA BDR team, achieving a 37% reply rate and increasing lead engagement.
Customer Success Lead
DWCC
Bristol
02.2021 - 11.2021
- Planned, launched, and transitioned 8 customer engagements from POC to BAU within 6 weeks, ensuring smooth implementation.
- Maintained a 97% CSAT and drove account expansion through targeted cross-sell and up-sell initiatives.
- Delivered data-driven QBRs, quantifying customer ROI and showcasing service value.
- Led change, risk, and expectation management to ensure alignment across stakeholders.
- Managed and coached global BDR teams, driving execution and delivering measurable value.
Service Delivery Analyst
DWCC
Bristol
04.2020 - 01.2021
- Owned end-to-end systems and processes across SFDC, HubSpot, outreach.io and SalesLoft to optimise and scale BDR operations.
- Designed and executed a proactive roadmap, delivering 20% efficiency gains in H1.
- Built and scaled GTM services to support global BDR delivery across multiple regions.
- Resolved over 50% of monthly service delivery tickets through data-led root cause analysis and continuous process improvement.
Business Development Representative
DWCC
Bristol
10.2018 - 03.2020
- Drove international revenue growth for clients such as Jira Align and Reltio, supporting their transition from startup to global IPO through consistent execution of BDR activities.
- Redesigned Reltio's GTM strategy, boosting MQL to discovery call conversion by 20%.
- Led a 1-month secondment to the US, up-skilling Reltio’s BDR team on GTM and BDR best practices.
- Generated the highest volume of outbound MQLs and discovery calls at DWCC by leading targeted campaigns for Jira Align.
Education
Bachelor of Science - Biology
University of York
York, United Kingdom 09.2015 - 07.2018
Skills
- Customer Onboarding & Adoption
- CS & CRM Platforms
- Effective Communication & Stakeholder Management
- Cross-Functional Collaboration
- Reporting & Data Analytics
- Team Leadership
- Negotiation
- GTM Strategy
Affiliations
- Running | Scuba Diving | Travel | Blogging | Salsa | Spanish
References
References available upon request.
Timeline
Customer Experience Manager
Wiz
04.2024 - 11.2024
Customer Success Manager
Wiz
02.2023 - 04.2024
Sr. Business Development Representative
Wiz
11.2021 - 02.2023
Customer Success Lead
DWCC
02.2021 - 11.2021
Service Delivery Analyst
DWCC
04.2020 - 01.2021
Business Development Representative
DWCC
10.2018 - 03.2020
Bachelor of Science - Biology
University of York
09.2015 - 07.2018
Similar Profiles
Kira SkolnickKira Skolnick
Global Strategic Events Specialist at WizGlobal Strategic Events Specialist at Wiz
Ashika YellappaAshika Yellappa
Customer Experience Manager at WizCustomer Experience Manager at Wiz
Trish CagliostroTrish Cagliostro
Vice President, Worldwide Channels and Alliances at WizVice President, Worldwide Channels and Alliances at Wiz
Emilia RieglEmilia Riegl
Cashier at G4S Cash SolutionsCashier at G4S Cash Solutions
Rosie BondRosie Bond
Copywriter & Strategist at Richmond DayCopywriter & Strategist at Richmond Day