About.

INSPIRED BY DIFFERENCE.

Driven by a passion for empowering others and a relentless pursuit of excellence, I thrive on transforming teams and processes to deliver exceptional results.

With over 20 years of experience in management and customer success, I’ve built a career around leading high-performing teams and optimizing operations to drive both customer satisfaction and business growth. Moving to the US from Yorkshire, England, I’ve spent the last decade in Provo, Utah, where I’ve honed my hands-on leadership style—one that focuses on empowering my team members and ensuring they have the tools and confidence to excel. My work at Henry Schein One, where I grew a team of Customer Success Managers from 6 to over 20 in just six months, reflects my commitment to fostering talent and achieving measurable outcomes. Now, I’m channelling my expertise into new opportunities, with a focus on streamlining processes, maximizing profits, and creating unparalleled customer experiences.

Work Experience.

EMPLOYMENT HISTORY.

Henry Schein One
Henry Schein One
Manager Customer Success, Remote | 2021 – 2024

At Henry Schein One, I took on the challenge of leading a rapidly growing Customer Success team during a critical period of transformation. My focus was on empowering my team and refining our strategies to ensure not just customer retention, but customer loyalty. This role allowed me to combine my passion for leadership with a commitment to driving meaningful change, creating a foundation for long-term success within the organization.

  • Led a cross-functional initiative to reduce customer churn by 15% within the first six months, driving an additional $3.2 million in annual recurring revenue (ARR).
  • Directed a team that overachieved upsell targets by 216%, resulting in $3.75 million in additional annual revenue and solidifying customer relationships.
  • Managed a $27 million Monthly Recurring Revenue (MRR) portfolio, overseeing 35,000+ customers, consistently exceeding quarterly renewal targets by 10%, and improving customer satisfaction scores by 16%.
  • Spearheaded the growth and development of a remote Customer Success team from 6 to 20+ members across four time zones, achieving a 100% retention rate and a 45% internal promotion rate over two years through focused mentoring and development initiatives.
  • Orchestrated a strategic account management program that identified and resolved at-risk accounts, leading to an 18% reduction in churn within one year.
  • Recovered over $500,000 in lost revenue through process optimization and strategic customer engagements, directly contributing to company profitability.
  • Collaborated with Sales, Product, and Marketing teams to implement customer-centric strategies, achieving a 27% reduction in churn over two years and enhancing cross-departmental alignment.
  • Developed and executed a data-driven customer health scoring system, proactively addressing risks and increasing customer value realization by 20%.
  • Developed a customer sentiment analysis tool using AI, enabling the team to proactively address issues and achieve a 12% improvement in customer satisfaction scores.
  • Created and led an independent administration team, saving the Customer Success team over 1,000 hours per month, enabling a more proactive approach to client management and support.
  • Spearheaded a customer segmentation strategy, leading to a 12% increase in customer lifetime value (CLTV) through personalized support and targeted customer engagement.
Henry Schein One
Henry Schein One
Customer Success Manager, Remote | 2020 – 2021

As a Customer Success Manager, I quickly became a trusted advisor to some of our most valued clients, helping them navigate complex challenges and achieve their goals. My approach was always rooted in understanding their unique needs and delivering tailored solutions that went beyond expectations. This role honed my ability to build deep, lasting relationships, laying the groundwork for my transition into a leadership position.

  • Awarded Customer Success Manager of the Year for outstanding performance in the first year with the company.
  • Managed a portfolio of customer accounts, tailoring contracts to align with client needs, and consistently meeting or exceeding targets.
  • Mentored and developed junior staff, promoting a culture of continuous improvement and professional growth.
  • Utilized Salesforce to enhance customer relationship management, contributing to improved efficiency and customer satisfaction.
Rockwell Media
Rockwell Media
Owner & Managing Director, Remote | 2008 – 2020

Marketing management service providing; design and execution of multimedia marketing solutions within a variety of sectors. Developing strategies and programs for targeted growth of SME’s and international clients.

  • Led the design and execution of comprehensive multimedia marketing solutions across diverse sectors, driving brand growth and customer engagement.
  • Developed and implemented targeted growth strategies, resulting in significant market expansion for SMEs and international clients.
  • Managed end-to-end marketing operations, from concept to delivery, ensuring alignment with client goals and industry best practices.
  • Spearheaded innovative marketing campaigns that increased client visibility and generated measurable ROI.
  • Collaborated with cross-functional teams to integrate marketing strategies with business development, enhancing client acquisition and retention.
  • Successfully grew client portfolios by 40% through tailored marketing programs and strategic partnerships.
  • Pioneered the use of data-driven marketing techniques, optimizing campaign performance and client satisfaction.
  • Built and maintained strong relationships with key stakeholders, fostering long-term partnerships and repeat business.
TIR Training Services
TIR Training Services Limited
Sales Account Manager, Beverley UK | 2010 –2011

Managed corporate accounts promoting driving and management training packages to national and international transportation companies. Sales involved large group presentations to several hundred people as well as one on one presentations at board level.

  • Managed corporate accounts, promoting driving and management training packages to national and international transportation companies. 
  • Delivered impactful presentations to large groups, as well as one-on-one sessions at the board level, effectively communicating the value of training services and driving sales growth. 
  • Played a key role in expanding the company’s client base, contributing to increased revenue and market penetration in the transportation sector. 
Pentagon Glass-Tech
Pentagon Yorkshire Ltd.,
Sales & Marketing Director, Leeds UK | 2005 – 2008

Sold, supplied and installed security film and window tinting to high-end vehicles. Managed accounting, business processes, and staffing. Developed relations with international dealers, increased customer base by over 35% and business turnover by more than 80% within 18 months.

  • Led the company in supplying and installing security film and window tinting for high-end vehicles, managing all aspects of business operations, including accounting, staffing, and customer relations. 
  • Successfully increased the customer base by over 35% and boosted business turnover by more than 80% within 18 months, driving significant growth and profitability. 
  • Built strong relationships with international dealers, positioning the company as a trusted provider in the luxury vehicle market. 

Continued.

EMPLOYMENT HISTORY.

Yell Limited
Yell Limited
Sales Consultant, Leeds UK | 1999 –2005

Field sales role to maintain customer accounts and increase customer revenue within geographic areas. Consistently achieved sales figures in excess of 20% above target over a 6-year period. Devised a new sales strategy program, a new training program, and a new presentation program.

  • Maintained and grew customer accounts within designated geographic areas, consistently achieving sales figures over 20% above target throughout a six-year period. 
  • Developed and implemented a new sales strategy, training program, and presentation approach, which were adopted company-wide, earning recognition for Business Excellence in Innovation and Creativity. 
  • Established and nurtured long-term relationships with clients, contributing to high customer retention rates and sustained revenue growth. 
Monitor Audio
Monitor Audio Plc.
UK Sales Manager, Cambridge UK | 1997 –1999

Account management and sales for all of the UK, including marketing to retailers, running large-scale exhibitions, and gaining national press for company products. Increased the dealer base by over 25% in a 6-month period.

  • Managed account relationships and sales across the UK, driving marketing initiatives and organizing large-scale exhibitions to promote company products. 
  • Achieved a 25% increase in the dealer base within six months, significantly expanding the company’s market presence and contributing to national press coverage. 
  • Collaborated with retailers to enhance product visibility and sales, positioning Monitor Audio as a leading brand in the industry. 
Stratford Hifi
Stratford Hi-Fi Ltd
Retail Manager, Stratford-upon-Avon UK | 1995 – 1997

Retail manager responsible for running the stores, staffing, and company turnover. Obtained larger premises for the first branch and established the second branch of the store. Increased revenue from £200,000 to in excess of £500,000 in a two-year period.

  • Oversaw all aspects of retail operations, including staffing, sales, and customer service, driving significant revenue growth and operational expansion. 
  • Successfully secured larger premises for the first branch and established a second branch, resulting in a revenue increase from £200,000 to over £500,000 within two years. 
  • Implemented strategies to improve store layout, product offerings, and customer engagement, enhancing the overall shopping experience and boosting sales. 
ABC Contract Services
ABC Contract Services Ltd.,
Employment Consultant, Birmingham UK | 1994 – 1995

Recruited temporary staff for employers within the industrial sector. Conducted regular appraisal interviews, motivated and encouraged staff, improved employee attendance at placements, and improved client relations. Achieved over 120% of targets and developed major account relations.

  • Recruited and placed temporary staff within the industrial sector, ensuring a high match between client needs and employee skills. 
  • Conducted regular appraisal interviews, providing motivation and guidance to improve employee performance, attendance, and client satisfaction. 
  • Exceeded targets by over 120%, developing key account relationships and enhancing client trust and loyalty through consistent delivery of top-tier staffing solutions. 

Work Skills.

GROWTH. LEADERSHIP. VISION.

Every experience in your life is being orchestrated to teach you something you need to know to move forward.

Brian Tracy

01. LEADERSHIP & TEAM DEVELOPMENT.
  • Transformational Leadership: Expert in leading teams through periods of rapid growth and change, ensuring smooth transitions while maintaining high morale and productivity.
  • Coaching and Mentorship: Strong advocate for employee development, providing mentorship that leads to high retention rates and internal promotions, cultivating a culture of continuous learning.
02. STRATEGIC VISION & EXECUTION.
  • Strategic Planning: Skilled in developing and executing strategies that align with company goals, driving long-term success and market positioning across diverse industries.
  • Process Optimization: Proven ability to identify inefficiencies and implement solutions that streamline operations, maximize profits, and recover significant lost revenue.
03. COMMUNICATION & STAKEHOLDER ENGAGEMENT.
  • Executive Communication: Adept at communicating complex ideas clearly and persuasively to senior leadership, stakeholders, and large audiences, fostering alignment and support for key initiatives.
  • Stakeholder Management: Expertise in building and sustaining relationships with internal and external stakeholders, ensuring mutual goals are met and sustained over time.
04. INNOVATION & PROBLEM SOLVING.
  • Creative Problem Solving: Recognized for innovative approaches to overcoming challenges, whether through developing new sales strategies, reimagining marketing campaigns, or enhancing customer experiences.
  • Change Management: Experience in guiding teams and organizations through transformative changes, ensuring that transitions are smooth and objectives are achieved without disruption.
05. RECOGNITION & AWARDS.
  • CSM of the Year: Awarded for top Customer Success Manager performance at Henry Schein One in my first year, recognizing outstanding contributions to customer satisfaction and account management.
  • Business Excellence in Innovation and Creativity: Recognized for developing groundbreaking sales and training programs that were adopted company-wide, driving significant business impact.
Salesforce
Gainsight
Pendo
Microsoft Office
DOMO

Interests.

AN ACTIVE LIFESTYLE.

I enjoy spending quality time with my family and tackling woodworking and DIY projects. I’m passionate about the outdoors, regularly engaging in activities like walking, cycling, pickleball, and racquetball. I also love to learn and travel, exploring new places to enrich my perspective personally and professionally.

Cycling | Mountain and Road

Hiking and Outdoor Adventures

Family

Woodwork | DIY

Lifelong Learning

Travel

JUST FOR FUN.

Ready for some acting excitement? Hit play and join me as I play “Agent Bonding” on a mission you won’t want to miss!

It was great fun…but I think I’ll stick to business!

Recommendations.

MAKE A DIFFERENCE.

Before you are a leader, success is all about growing yourself. When you become a leader, success is all about growing others.

JACK WELCH

“He truly has a commitment to success, for both his accounts and the business. He is recognized as a leader in critical MBO’s and outcomes for the Customer Success Department. Without his contributions, we would be scrambling to hit targets!”

MANDI LUNT

“He is passionate about helping not only the customer, but also members on his team. He cares about his team members and displays that in his leadership in helping overcome obstacles and finding solutions.”

NORMAN GARCIA

“Some of his top qualities include confidence in his decision making skills, always striving for excellence, emotional intelligence and maturity, an exceptional work ethic, and willingness to be an inspiration and mentor to everyone.”

KAITLYN ORR

Contact.

LET’S CONNECT.

I’m always open to new opportunities or collaborations. Reach out using the form below, and I’ll be in touch. Let’s make something great happen together!