Experience
Nine years, one discipline.
Four years in engineering gave me the method. Nine years in customer success have been spent applying it.
Current
Customer Success Manager / Solution Architect
Sep 2025 to presentEnterprise customer success, and solution architecture for a highly customisable platform stack. I'm involved before the contract closes, not after it.
- Pre-sale solution design. Sitting with the client to understand what they're actually trying to achieve, and making sure what they're about to buy fits their process rather than the other way round.
- Solution architecture. Writing the architecture with the client. Their process, and how the product is shaped to serve it. Often across several products plus their existing ERP.
- Implementation leadership. Building the roadmap and directing the implementation team so what gets built matches what was designed.
- Post-sale ownership. Adoption, success planning, business reviews, renewal and expansion across the book.
- AI inside the function. Around nine skills and agents built to date, covering business reviews, segmentation, meeting actions, proposals and cross-channel reporting.
Brand Ambassador
Jan 2025 to presentWebinars, success stories and templates that help people get more out of the platform. Working with product and marketing on feature awareness, and turning satisfied accounts into reference customers.
Previously
Customer Success Manager
Jul 2024 to Jul 2025Strategic enterprise and mid-tier accounts, onboarding through renewal and expansion, and escalation point for accounts at risk.
- Designed a scalable churn-mitigation play adopted across the whole CS team.
- Built ROI reporting that translated feature adoption into a figure a finance team recognises.
- Partnered with sales early in acquisition to set expectations and align success metrics.
Customer Success Manager
Jan 2022 to Feb 2024Built the customer success function from scratch at a mobility fintech scaling across Africa and the UAE. Worked with integrator partners to launch financial services modules, and led the team.
- Rebuilt onboarding to cut time to first value and reduce early churn.
- Made the case to leadership that customer success deserved investment, and won it.
- Piloted the approach in South Africa, then applied it with the UK market.
T2 Technical Support Manager
Mar 2017 to Dec 2021Led the customer-facing escalation process for Apple's B2B clients across cloud and hardware, and rebuilt the workflows around a structured resolution methodology.
- Introduced the PPAIR methodology, cutting resolution times by 20%.
- Workflow redesign lifted team productivity by 70%.
- Led the top-performing support team for six consecutive months at 85%+ CSAT.
Co-Founder & Operations Manager
Nov 2020 to Nov 2021Founded and ran a property business. Business plan, bootstrap funding, contracting with partners, marketing strategy and brokerage partnerships.
Customer Care Supervisor
Aug 2015 to Feb 2017Daily operations and dispatch. Awarded for coordinating New Year's Eve 2017 dispatch at a 92% booking success rate.
Where the method comes from
Project Engineer, then QHSE Engineer
Mar 2012 to Jul 2015Project delivery on LPG and SNG systems. Before that, QHSE: writing safety protocols, running risk assessments and hazard analyses, investigating incidents to root cause, and building emergency response plans.
Four years of it, straight out of university. Building the systems that connect things, and finding the failure conditions before they produce failures. It's the same work I do now, pointed somewhere else.
Credentials
- Certified Customer Success Manager, Level 5. SuccessHacker.
- monday.com AI Agents.
- Google Advanced Data Analytics Professional Certificate.
- IBM Applied Data Science Specialization.
- Bachelor of Engineering, Petroleum Engineering. Mehran University of Engineering and Technology, 2007 to 2011.