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Charles Carter: Customer Success Leader

Charles Carter is available for contractual positions with a 2-week notice period. He has over 10 years of experience in customer-centric roles, including successfully managing teams of up to 25 people across industries. His experience includes strategic director roles focused on customer success, driving revenue, and delivering results for clients in tech, IT, finance, and cybersecurity.

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61 views4 pages

Charles Carter: Customer Success Leader

Charles Carter is available for contractual positions with a 2-week notice period. He has over 10 years of experience in customer-centric roles, including successfully managing teams of up to 25 people across industries. His experience includes strategic director roles focused on customer success, driving revenue, and delivering results for clients in tech, IT, finance, and cybersecurity.

Uploaded by

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Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
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AVA IL A BL E FO R P O SITIO NS O N A C O NTRACTUA L BASIS

NOTICE P ERIO D 2 WEEKS

CHARLES PROFESSIONAL PROFILE

CARTER Strategic Director of Customer Success, with a knack for creating


commercial partnerships, driving revenue, and delivering on results. 10
Years+ within customer centric roles. Successfully managed teams of
up to 25 people and worked with clientele over a broad range of
industries within Tech, IT, Finance &Cyber Security. Recognized for an
D I R E C T O R OF
inspirational style of leadership complemented with strong global
CUSTOMER SUCCESS business acumen with a career spread over Saudi Arabia, New York
and London. Consulting background blended with strong
entrepreneurial, startup experience. Successfully built CSM
playbooks, bestpractices, customer success frameworks and
CONTACT INFORMATION departmental success.

+19295674263
ccissey1@[Link] EMPLOYMENT HISTORY
Claranet | VP of Customer Success
June 2020 - Present
North America /Global
EDUCATION
Global Customer Success Director leading CSM team in NA, LATAM
Hult International Business School & EMEA to define internal customer success culture. Built on high
MASTER OF BUSINESS ADMINISTRATION performance, customer centricity, and continuous improvement
2015 ("Kaizen (改善).

MIDDLESEX UNIVERSITY
Worked closely with CEO, CCO, CSO, and global business units to ensure
DEGREE IN CRIMINOLOGY multi-stakeholder alignment of Customer Success strategies with

Ranked by Forbes, Bloomsburg, Financial commercial operations, company performance, strategic goals, and the
Times & The Economist 2012 flow of data/business intelligence spread over NAM/ APAC and EMEA.

Analysing data and key trends to measure performance, and uncover


actionable business intelligence as a way to inform decisions backed by
COURSES data.- Influencing churn, TTV, adoption and CSAT. Designed and rolled
out global CSM best practices/ frameworks, CSM enablement training,

AGILE PROJECT MANAGMENT customer success strategies and tactical execution.

Qualification (pending) Championing the voice of the customer to provide key insights to
influence product, sales and decisions made at C-suite.

Nurtured the growth of internal talent by fostering the development of


LEADERSHIP team leaders, and delivering personalised mentorship through a highly
& MANAGMENT attentive coaching style and pragmatic approach to team performance.

Brought on-board the Claranet team to build out the internal CSM
Diploma completed 2020
playbooks and to lead the departmental transformation from service
delivery managers to CSM’S. Developed value base relationships at
C-suite level and well versed in internal and external stakeholder
management.
Key achievements include

Reduction in churn rate from 8.5% - 4.5%

Developed managed service product offering which attributed to a 65%


SKILLS increase in upsell revenue.

PROFESSIONAL Achieved an NRR of 109% in Q3 2022


- Commercial Relationship
- Building Business Intelligence Point of escalation for complex client resolution management

- Using Data
- Protect & Account Management Attained the status of thought leader through the hosting of round
table events and public representation of the business at industry
- Data Story Telling
functions.
- Scaling teams and CS operations
- Maximizing financial performance
Developing internal CSM framework and CSM best practices

Leadership, and coaching of CSM team with a focus on operational


excellence and client success

INDUSTRIES Support cross/up sell on solutions by ‘connecting dots’ across


Claranet’s offerings/business units.
- Cybersecurity
- IT Transformation Internal stakeholder management and improving cross
- Cloud Migration departmental process’s
- Big Data
- Tech Proactively driving customer value by sharing professional

- Marketing expertise to enable clients to make intelligent business decisions.

- Advertising
Presented and prepared executive account development plans in
line with commercial strategic goals
/NON TECHNICAL
Management of financial performance, ensuring strategies and
operations align with achieving ARR targets and maximizing
- Startup
profitability
- Experience
- Public Speaking
- Entrepreneurial
- Coaching
- Scaling teams and CS operations
- Maximizing financial performance
Tech Target | Global Director of Customer Success
Jan 2019 - June 2020
Europe/ Middle East/ Africa
SOFTWARE PROFICIENCY
Technically astute CSM team leader with a track record for ensuring
clients ROI success, implementing high level data analysis, and
- Gainsight
creating business intelligence solutions. High level enterprise SaaS
- Marketo
management with the ability to influence decisions at a CXO level.
- Salesforce
Responsible for delivering QBR reports, and international
- Tableau
campaign/project management with various internal and external
- Excel
state holders in highly complex matrix environments. Strong
management of the full client lifecycle from onboarding to creating
brand champions and securing renewals and contractual expansion
opportunities. Coached and line managed a team of 5 CSM and acted
as an escalation point for complex client resolution management.
SKILLS

PROFESSIONAL Key achievements include


- Commercial Relationship
Notable clients include Zoom, Cisco, Motorola, Salesforce, Slack,
- Building Business Intelligence
Palo Alto
- Using Data
- Protect & Account Management
Client portfolio worth £5.3m per year. Retained an 87%
- Data Story Telling
retention rate
- People Development
- Churn mitigation Developing internal EMEA Customer Success framework
- Revenue growth
- Scaling teams and CS operations Support to the Director to manage the development and growth of
- Maximizing financial performance the CSM team, through training and coaching of CSM team
members, providing strategic direction on accounts

/NON TECHNICAL Implementing one on one CSM reviews, appraisals, and


performance meetings

- Startup
Working with global product team to provide assessments,
- Experience
feedback and recommendation reports for productdevelopment
- Public Speaking
- Entrepreneurial Optimizing customer relationships, increasing product
- Coaching adoption & reducing churn
- Scaling teams and CS operations
- Maximizing financial performance Uncover customers ideal KPI’s, metrics of success and areas of
opportunity, working closely with marketing, sales and data
science teams

Data storytelling to influence business intelligence and


decisions
Jelingu Creates | Director of Customer Success
PERSONAL PURSUITS
Feb 2017 - Jan 2019
London/New York
Trained in MMA for cage fighting. An avid
writer who has written several Customer Success Director responsible for commercial relationship
screenplays. building, account forecasting/planning to project management of
Previously acted in Harry Potter technical, delivery teams and clients. Responsible for building
blockbuster film. relationships at C-suite level. Managing CSM team to provide strategic
direction, and overseeing a client portfolio of 115 accounts lead by 6 CSM
NOTABLE with an annual value of £4m. Supporting clients’ long-term objectives and
ACHIVEMENTS strategies by establishing trust-based, value-added relationships, and
linking those to relevant services and products.

Founded a modelling agency in 2012, client


portfolio included Vivienne Westwood, Key achievements include
ASDA & The Hilton Hotel (Value 120k)
Lead speaking engagements to champion technical solutions
Management experience managing 22 and customers uses cases to drive thought leadership.
persons’ team, split over 3 departments.
Lead team to ensure intense focus on Business Value, Active
10 Years + experience within account Usage, Renewals and Advocacy
management
Managing CSM team to provide strategic direction, and
14 Fortune 500 companies within client overseeing a client portfolio of 95 accounts lead by 6 CSM with
portfolio an annual value of £11m

10 Years + Experience leading teams Build strong client relationships with the appropriate customer
executives that support the CSMs engagements
Pfizer | Strategy Consultant
Identifying problem accounts and dealing with conflict
Feb 2016-Feb 2017
New York management

Part of a consulting team working to Strategic direction of CSMs by fostering a high performing team
identify potential growth opportunities, in with a focus on operational excellence, account growth and
helping Pfizer to increase the adult retention
vaccination adoption rate globally.
Extensive research into the pharmaceutical
industry within the African & US market

Salesforce | Consultant
April 2015 – Feb 2016
London

Responsible for working to identify potential


partnership opportunities within the UK
market. Consulting strategic customers to
increase adoption, success and
Enterprise-wide deployments.

Common questions

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The Director employed methodologies including high-level data analysis and business intelligence to understand customer KPIs and metrics, which helped optimize customer relationships and reduce churn. These practices, combined with the development of CSM best practices and frameworks, enabled effective customer success strategies leading to a reduction in churn rate from 8.5% to 4.5% .

The Director of Customer Success has impacted organizational objectives by nurturing the growth of internal talent through developing team leaders and providing personalized mentorship. This is achieved using a highly attentive coaching style and a pragmatic approach to team performance, which aligns with the company's strategic goals and enhances operational excellence .

The Director's global business acumen is reflected in their strategic initiatives at Claranet through the alignment of customer success strategies with global commercial operations and stakeholder needs. They leveraged a network across NA, LATAM, and EMEA to influence strategic decisions, define internal success culture, and drive international CSM best practices and frameworks .

The Director's career background, which spans industries such as Tech, IT, Finance, and Cybersecurity, equips them with strong business acumen and adaptability. This diversity has been instrumental in managing cross-industry customer success teams by seamlessly applying insights and strategies across different sectors and fostering a global mindset .

Key components of the CSM frameworks developed by the Director include the adoption of best practices, enablement training, and tactical execution focused on high performance and Kaizen (continuous improvement). These components drive improved customer success outcomes by enhancing internal team capabilities, reducing churn, and increasing adoption, as evidenced by the achievement of a 109% NRR .

Data storytelling plays a crucial role in the Director's ability to influence C-suite decision-making by presenting actionable insights derived from key trends and performance metrics. This approach helps in aligning strategies with business intelligence, leading to informed decisions that enhance both customer success and company performance .

Entrepreneurial experience enhances the Director's effectiveness in scaling teams and operations by endowing them with the ability to quickly adapt and innovate. This experience has led to the successful building of CSM playbooks and frameworks, fostering team development, and enabling effective scaling and revenue maximization in customer success operations .

The Director manages cross-departmental processes by ensuring multi-stakeholder alignment and improving interactions across business units to support customer success. This includes aligning customer success strategies with commercial operations and ensuring a seamless data flow to inform strategic decisions across NAM, APAC, and EMEA regions .

The Director's inspirational leadership style, complemented by a focus on strategic, goal-oriented mentorship, has significantly bolstered team performance. This approach has nurtured talent and fostered high-performing teams, driving business outcomes such as improved customer adoption rates, retention, and significant upsell revenue growth through the empowerment and development of team members .

Strategic partnerships have contributed to revenue growth by enabling upsell opportunities, as seen in the 65% increase in upsell revenue due to the managed service product offering. The Director of Customer Success also ensured alignment of Customer Success strategies with commercial strategic goals, driving results through influential global relationships and cross-departmental collaboration .

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