Stephen Mayall

I create GTM strategies that build pipeline - by prioritising demand generation & content above everything else | Marketing Director @ Log my Care

I love marketing startups, I hate marketing myself. So here's six quick sound bites about me and my work, to date.

1) I went from award-winning designer for one of the worlds fastest-selling consumer products in history to director of content at an ASX-listed startup and running marketing at a global Edtech startup.

2) I developed a proprietary playbook and sales system directly responsible for exceeding monthly quotas for direct demo MQLs, and building over 60% of the sales pipeline and 70% of revenue.

3) I built BridgeUs highly popular blog and content engine from zero to 40K engaged email subscribers and over 500 inbound leads per month. 

4) I scaled Webcentrals website and blog from $5M - $20M ARR  

5) This is how I sum up my job. I help SaaS startups implement scalable GTM strategies to grow their audience, leads, pipeline & revenue.

6) 🔝 To connect with with me, ring the bell 🔔 on my profile, follow for daily content on marketing, content strategy and distribution.

Better yet, subscribe to my weekly newsletter the content playbook. 

Every Wednesday, you'll get one actionable, zero-fluff email to help you distribute your content to attract and convert your ideal customer. 3 min read.

Sign up 👉 https://www.stephenmayall.com/newsletter

Marketing Director

I help early-stage SaaS startups build scalable GTM strategies that strengthen their brand, generate sales leads and convert them into customers.

- Content strategy
- Content marketing
- GTM strategy
- Demand generation
- Book more demos

Staffbase

Global Director of CS Programs

Customer Success Programs (contracting)

Actively seeking new opportunities in CS leadership after recent redundancy.  In the meantime I am making use of my generalist skills and experience to benefit small businesses. 

Accounts Payable Manager (Feb 2024 - Present)
- Enhancing efficiency in accounts payable for a small business by streamlining processes and transitioning from a paper-based system.
- Collaborating with all departments to compile financial records and validate transactions.
- Handling payment processes for the company.

Business Analyst (Dec 2023 - Jan 2024)
- Optimised cashflow forecasting for a management consultancy firm through the implementation of a new, strategic planning model.

Generalist Consultant (actively seeking new opportunities)

BridgeU

• Promoted to lead global Sales, Operations, Customer Success and Support teams
• Implemented Catalyst, streamlining CS operation that improved account/CSM ratio and boosted retention rates
• Achieved a 20% reduction in cost of acquisition to support business profitability goals
• Grew UK revenue by 40% YOY through the implementation of a data-driven attribution capturing process and addressing revenue leaks
• Created and maintained efficient processes for cross-team communication with product teams

VP Operations (Schools)

•	Played a key role in leading the senior management team during the successful sale of the company to Kaplan
•	Established and managed a global Customer Success team across five globally dispersed locations
•	Built Customer Success strategy from infancy for new product, service and customer base
•	Hosted global customer events to network, strengthen customer loyalty and meet key product members
•	Achieved significant improvements in customer retention, increasing from 80% in 2018 to 91% in 2023
•	Built and grew the company’s first Support team and evolved the support model for efficiency gains

Head of Customer Success

Huddle

•	Promoted to lead global team of 10 CSMs across North America and UK for market-leading enterprise document collaboration company and SharePoint alternative
•	Key member of Management pitch team that demoed Huddle to potential buyers prior to successful sale
•	Drove $13 million of renewals across 600+ clients, increased renewal rate by 13% in two years by building strong partnerships with large corporate clients e.g. DHL, Grant Thornton and the Police ICT
•	Achieved 96 % customer satisfaction and 104% renewal rate (including upsell)
•	Supports Sales and Contract closing, negotiates with non-renewing customers and with high growth customers
•	Created process to respond to all NPS responses through campaigns and proposing remedial action

Director, Global Customer Success

•	Promoted to lead EMEA team
•	Drove $9 million of renewals, increased renewal rates from 69% to 78%, increased Customer Lifetime Value
•	Improved renewal forecasting accuracy by developing a ten-factor client health score matrix, delivered weekly forecast data to the executive team and presented to the Board
•	Restructured Customer Success team to introduce tiered segmentation to manage low value clients more profitably
•	Designed and implemented new Customer Success Engagement process with detailed customer lifecycle, growth and risk assessment deployed globally through Salesforce.com

EMEA Team Manager of Customer Success

•	Managed, retained and upsold top tier clients, increased license adoption and client satisfaction
•	Managed the company's largest client, a global professional services firm, upselling from £317k to £511k in annual fees by developing strong relationships with Managing Partners and selling into new practice areas
•	Continuously extended product value through QBRs, developed client relationships, on-boarded new clients

Senior Customer Success Manager

Extended Content Solutions

Business Development Manager, June ‘12 – Sep ‘14
•	Promoted to Business Development Manager and key member of senior management team at content management and enterprise search services and solutions provider 
•	Led Information Governance and Search business development, defined strategy, negotiated channel re-seller and integrator partnerships, developed and executed marketing campaigns
•	Developed and qualified new business leads, led pitches to senior decision-makers at premiership football clubs, government bodies and banks, supported Sales to close and on-board new accounts
•	Managed existing accounts for cross- and up-sell opportunities
•	Collaborated with Product Development to identify new solutions and define product road map
•	Implemented Salesforce.com to enable effective sharing of marketing and CRM data enterprise-wide
•	Conducted risk analysis for company products, identified competitive and marketplace threats

Business Development Manager

•	Key member of Google and Oracle partnership team, launched the company product line at Google HQ
•	Undertook sales support and pre-sales consulting, responded to RFPs, wrote business cases
•	Project managed multiple web-based projects including websites and applications in Oracle UCM and WebCenter
•	Managed team of developers and external design agencies, information architects and accessibility advisors

Consultant

Mums And The City

•	Founded event planning business, leveraging background as an application developer and experience in business development to provide a strong technical and sales foundation
•	Led sales, client relations, supplier management, customer service, web development and marketing

Founder

Rexam PLC

•	Promoted to Web Application Development Lead, reported directly to Group Information Management Director
•	Led company-wide web application strategy, managed team, department budget and forecasts

Web Application Development Leader

•	Developed fragments, templates, components and workflows in Stellent Site Studio and Oracle Universal Content Management platform
•	Designed workflow solution for ISO 9000 documents, saved $100,000, provided template for group-wide implementation
•	Prepared business case to justify software purchases

Web Specialist

Responsibility for development of RPG programmes to customise the Companys ERP system.

-Led programme development for a project to eliminate bypassing of standard ERP booking in a new factory technology, providing production managers with complete and accurate MRP data whilst minimising change introduced to factory processes.
-Developed a method of recording pallet production through an existing machine sensor system, reducing hardware costs and four hours of daily labour. 
-Automated a procedure for Work Order creation, eliminating a 40-minute daily manual process and simultaneously circulating the Work Order to the QA office and factory. 
-One of 24 graduates, selected from Rexam plc worldwide to participate in the Rexam Graduate Management Programme in 2002.

IT Systems Developer

Eze Castle Communications

Responsible for Delphi development of the instant messaging software and plug-ins. 
	 
-Managed development project of a Polling plug-in to the instant messenger, enabling survey capability within a company. 	
-Created front- end applications for investment brokers, providing instant market updates from handheld computers on stock exchange floor.

Software Developer

A highly experienced and effective Customer Success Director, I have a proven record of driving Customer Satisfaction and License Renewals to double digit growth at SaaS start-ups and SMEs. Commercially astute, proactive and with extensive account, product, project management and development experience, I excel at leveraging initial sales and maximising Customer Lifetime Value. 

I lead, mentor and manage Customer Success teams, improving their effectiveness with scalable processes and standardised workflow and practices that drive renewals, cross- and up-sales. I bring strong communication, stakeholder management and negotiating abilities. 

With an early background as a Developer, I’m very comfortable with tech-led business development.

My Key Skills include:
Customer & Account Management: Customer Relationship Management, Customer Experience, NPS, Account Management, Customer Lifetime Value, License Renewals, 
Inside Sales, Cross-selling, Up-selling, Negotiating, Product Development, Product Management, Partner and Vendor Management, Project Management, Marketing
Business Management: Stakeholder Management, Team Leadership, Communication, Commercial Strategy, Analysis, Process Improvement, Change Management, 
Forecasting Models, Business Cases
IT & Project Delivery: Agile, ITIL, Scrum, SDLC, SaaS, Cloud, Solution Architecture, Windows, Oracle, SQL,  Sharepoint, SalesForce, New Relic, Slack, Zendesk, CRM, ECM, ERP.

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The Battle

Stephen Mayall

Mollie Luckhurst

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