William Grimley
London,ENG
Summary
Performance-driven Customer Success & Account Management leader with 10 years of experience building digital first teams that deliver on commercial targets. Passionate about building scalable processes that put advocacy and experience at the centre to drive revenue growth. Uniquely equipped with building and pivoting teams, from series A to pre-IPO towards a more KPI focused culture.
Overview
12
12
years of professional experience
Work History
International Vice President of Customer Success
Doctify
06.2023 - Current
- Restructured global customer teams with a focus on commercially led results.
- Overhauled onboarding with a new structured approach with a focus on time to value, Sales-CS handover and onboarding process to grow success from 45% to 94%.
- Drove global monthly adoption for 27% to 57% in 5 months through a combination of performance management initiatives and digital support.
- Transformed customer retention by designing and executing comprehensive digital engagement strategies to increase rep efficiency and reduce churn to
Owner
TRH Customer Success Consultancy
06.2022 - Current
- Launched my own CS consultancy primarily working with European startups from series A to B.
- Achieved transformational growth with strategic planning, cost control measures, and targeted digital engagement strategies.
- Focused on supporting the pivot from traditional CS model to a CS/AM hybrid model to enhance rep efficiency.
- Provided coaching and mentoring services to senior leadership teams to ensure long-term success of changes.
Freelance Head of Customer Success
xChange Solutions GMBH
07.2022 - 07.2023
- Delivered average performance of 110% NRR following a pivot to CS/AM hybrid model.
- Restructured the international team, based in 7 countries to support revenue growth from both SaaS and marketplace models.
- Reduced departmental costs and doubled success in onboarding by merging two roles into one with a focus on T2V and L2V.
- Overhauled commission plans and KPIs to deliver upsell and cross-sell revenue.
Chief Customer Officer
Smartr365
06.2020 - 07.2022
- Scaled Smartr365 from a valuation of £10 million to £50 million through investment rounds led by L&G and Experian.
- Restructured Sales, SDRs, CS, Support and marketing to lead a commercial team that acquired >50% market share in less than 2 years.
- Implemented digital transformation efforts that streamlined both customer and sales teams adding £2million in ARR in 18months.
- Reduced churn rates significantly (50% down to 4%) by leading a repositioning of the product, overhauling onboarding and working with product to more closely align feature set.
Head of Growth
SecondHome
11.2019 - 07.2022
Senior Manager Customer Success EMEA
WeWork
11.2018 - 11.2019
Manager Customer Success UK & ROTW
Trustpilot
05.2015 - 11.2018
International Sales & Marketing Coordinator
Sartorius
07.2012 - 05.2015
Education
Bachelor of Arts - Language And Linguistics
Reading University
Reading, United KingdomSkills
- Customer Success & Account Management strategy
- Digital CS process building
- Customer journey mapping
- Team building, scaling and pivoting
- International business development and account management
- SaaS, Fin-Tech, Mar-tech and D2C
Portfolio Management Strategy
Having had the opportunity to build teams of commercial and results orientated teams around the world I've built my own training and portfolio management framework. 'PMS' assists CS teams to build teams that focus on activity to drive outcomes, supported by a digital framework. It focuses on identifying core drivers within the portfolio and coaching reps to focus their time & resources in the most effective way to deliver on both hard and soft KPIs. Successfully deployed across SMB and ENT portfolios, it can easily be coached to help scale from 'good to great'.
Publications & talks
London Credit Summit - Speaker- Innovation Stage- Digitisation in the mortgage industry
Financial Times podcast -Guest- Why Silicon Valley is the real threat, not digital brokers
FSExperience London - Speaker (on behalf of Experian)- Connectivity and Digitisation
Legal & General Roadshow - Speaker- Digital journeys for home buyers
DCS Summit - Speaker- A digital transformation in modern logistics
Financial Reporter - Contributor- Various articles
Mortgage Solutions - Contributor- Various articles
Financial Times Adviser - Contributor- Various articles
Timeline
International Vice President of Customer Success
Doctify
06.2023 - Current
Freelance Head of Customer Success
xChange Solutions GMBH
07.2022 - 07.2023
Owner
TRH Customer Success Consultancy
06.2022 - Current
Chief Customer Officer
Smartr365
06.2020 - 07.2022
Head of Growth
SecondHome
11.2019 - 07.2022
Senior Manager Customer Success EMEA
WeWork
11.2018 - 11.2019
Manager Customer Success UK & ROTW
Trustpilot
05.2015 - 11.2018
International Sales & Marketing Coordinator
Sartorius
07.2012 - 05.2015
Bachelor of Arts - Language And Linguistics
Reading University
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