Instabase

As a Senior Customer Success Manager at Instabase, I play a pivotal role in managing top-tier strategic accounts and driving successful adoption of the Instabase platform across customer accounts.

Senior Customer Success Manager

Qudini Ltd

Led Customer Success and Customer Support departmnts, playing a pivotal role in steering operational strategy towards a significant company milestone – our acquisition. My focus was on operational efficiency, customer engagement, and compliance standards, contributing directly to our market competitiveness and service excellence.

Key Achievements

Reduced customer onboarding from 13 to 2 weeks
Introduced a system for better visibility into critical customer activities
Led internal audits to secure ISO27001 re-certification

Head of Customer Success & Operations

In my role as Head of Customer Success, I led the team through an exceptional period of growth, significantly increasing our enterprise client base and doubling our Total Annual Recurring Revenue (ARR).

Key Achievements:

Lead CS team in managing our rapidly growing enterprise customer base from 20 to 80 in one year.
Managed high-touch relationships with leading global brands.
Built an internal knowledge base and enablement material.

Head of Customer Success

As Chief of Staff at Qudini, I spearheaded key strategic initiatives, enhancing operational efficiency and brand positioning in the market.

Key Achievements:

Implemented OKRs, optimising performance measurement.
Led a company-wide rebrand, refreshing our online and market presence.
Supported fundraising activities managed investor relations.

Chief Of Staff

As Head of Customer Support, I led the transformation of support processes, alignng with Qudini's rapid user base expansion and escalating service demands.

Key Achievements:

Achieved over 55% cost savings by automating key support functions.
Maintained a 100% SLA fulfillment rate
Launched a training portal, increasing adoption and reducing onboarding costs.

Head of Customer Support

I oversaw client projects, expanded international reach, and optimised internal processes.

Key Contributions:

Led end-to-end project management, ensuring seamless client implementations.
Expanded Qudini's global presence across Europe, Australia, and Asia.
Streamlined internal processes to improve efficiency and client satisfaction.
Cultivated strong client relationships, driving account growth and retention.

Customer Success Manager & Generalist

Be Enriched

Active trustee to the Be Enriched charity efforts in South London. Working with community workers to support and benefit disenfranchised young people by providing them with volunteering opportunities in London, the U.K. and around Europe.

Be Enriched have three community canteens based around South London, in which they use surplus food donated by local retailers to deliver meals to some of the most marginalised people in London society. Community meals are 'pay as you feel'​ and promote an ethos of inclusivity. Utilising this platform we provide training initiatives for young people, as well as volunteers from all walks of life, that develops both kitchen and social skills.

Trustee

The M9 Group

Executive Assistant

10 years experience in fast paced start ups roles, being both customer-centric and operationally focused to help companies adapt and scale. I’m very charismatic and empathetic, which allows me to build strong relationships internally and with my customers to drive collaboration and progress. A versatile, rapid learner, I serve as an adaptable "Swiss Army knife," equipped to excel in various startup roles.

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