Turn Customer Operations Into a Driver of Growth, Retention and Profitability
Reduce service costs. Improve customer retention. Scale customer-facing operations without adding unnecessary complexity.
As technology companies grow, the gap between business strategy and customer execution often widens.
Teams become siloed. Service costs increase. Customer insight is underused. Operational complexity grows. Leadership loses visibility of what is driving retention, customer satisfaction and performance.
I help leadership teams close that gap.
With more than 20 years of leadership experience across Support, Professional Services, Customer Success, Customer Experience and Customer Care, I’ve helped software, SaaS, cybersecurity and technology companies improve customer outcomes, reduce operational costs and build organisations that scale effectively.
I’ve led global teams of up to 80 people, and worked in everything from global enterprises to small businesses and fast-moving start-ups.
I’ve spent my career leading these functions from the inside, not advising from the outside.
I’ve been accountable for budgets, organisational design, service performance, customer outcomes and executive reporting. That experience shapes every recommendation I make.
Practicality matters more than theory. Outcomes matter more than activity.
Interim VP of Customer Support, B2B SaaS platform
Joined when customer sentiment was falling, service was inefficient and teams weren’t pulling together. Working across customer support, operations and customer experience, I led a focused improvement programme that delivered:
Revenue growth
Doubled recurring services revenue through the creation and launch of a premium support offering while reducing support costs by 20%.
Operational efficiency
Designed and launched a 24/7 global support model for the cloud division of a global enterprise software company, reducing resolution times by 45% and increasing customer satisfaction by 50%.
Customer adoption
Reduced onboarding time by 40% on a £30M government technology programme.
Global operating models
Redesigned support operations for strategic technology partners generating more than £20M annually, and introduced a follow-the-sun model.
AI & business transformation
Developed an AI, knowledge management and workforce optimisation strategy for a global technology manufacturer.
Secured approval for an AI programme projected to save £500,000 annually.
Many organisations don’t realise customer operations have become a constraint on growth until the symptoms become impossible to ignore.
These challenges rarely belong to one team. They are usually symptoms of broader organisational issues that affect profitability, customer loyalty and long-term growth.
When customer operations fall behind business growth, the impact is rarely immediate.
Costs creep up and service becomes less consistent, while teams get more stretched.
Over time, those issues become barriers to retention, profitability and growth. The longer they remain unresolved, the harder and more expensive they become to fix.
Common indicators
- Service costs increasing faster than revenue growth.
- Customer retention, CSAT or NPS stagnating or declining.
- Churn rising, and nobody can say exactly why.
- Support, Success, Services and Product operating with competing priorities.
- Customer insight failing to influence business decisions.
- Plenty of tools, but they don’t talk to each other.
- Teams overwhelmed by repetitive work and preventable demand.
- AI initiatives lacking ownership, governance or measurable outcomes.
- Leadership lacking confidence in customer operations data.
- A new customer leader who needs to land fast.
- Growth outpacing operational maturity.
Where the work shows up in the numbers
Improve operational efficiency
Reduce avoidable demand, improve workforce effectiveness and lower the cost to serve.
Strengthen customer retention
Address the operational, service and experience issues affecting renewals, adoption and customer loyalty.
Align customer functions
Improve collaboration between Sales, Product, Support, Services and Customer Success so teams are working towards common business outcomes.
Scale customer operations
Design operating models, governance and processes that support growth without introducing unnecessary complexity.
Get value from AI
Identify practical AI opportunities that deliver measurable business outcomes rather than technology experiments.
Provide interim leadership
Deliver experienced executive leadership during periods of transformation, growth, restructuring, acquisition or leadership transition.
Leadership teams that own the outcome
- CEOs and founders scaling technology businesses
- Chief Customer Officers and customer leaders
- COOs leading operational transformation
- Private equity-backed organisations seeking operational improvement
- Leadership teams going through rapid growth or organisational change
I deliberately work with a small number of clients at a time. When we work together, you work directly with me.
Every engagement starts with evidence.
I look at your operational data, customer feedback, customer journey, organisational structure and commercial goals to understand what is creating friction for customers and employees. The evidence nearly always points to the same four places, which I call the Four Drivers: People, Process, Technology and Insights. Improve one in isolation and the gains fade. Align all four, and they compound.
I focus on improvements that will have the biggest impact.
I don’t accept referral fees or commissions from software providers. Every recommendation is based solely on what works for your business.
From diagnosis to lasting change
Diagnose
Two to four weeks. Together we review customer experience performance, service operations, customer feedback, team structure, technology and tooling, and cost drivers. We establish a baseline.
Design
A prioritised roadmap across the Four Drivers, with a business case, measurable outcomes and quick wins you can start on straight away.
Deliver
I work alongside your teams to put it in place, testing and refining as we go.
Embed
Coaching, governance and measurement so the improvements stick after I step back. Success is your team not needing me.
If we can’t clearly define success, I’ll tell you I’m not the right fit.
Let’s Drive Extraordinary Experiences.
If your customer operations aren’t keeping pace with your business, let’s have a conversation. Book a 30-minute intro call to discuss your challenges, explore the opportunities and determine whether I’m the right person to help.
You work directly with me from start to finish. I deliver practical, evidence-based improvements that help you cut costs and keep customers.