Mollie Luckhurst's Linkedin Analytics

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.