Georgia Smith
Sydney,NSW
Summary
Strategic and results-driven Customer Success leader with over 6 years of experience in SaaS, specialising in client engagement, revenue growth, and team leadership. Proven track record in driving customer success initiatives, streamlining processes, and enhancing client experiences. Passionate about empowering firms to optimise their operations and achieve sustainable growth.
Overview
6
6
years of professional experience
Work History
Senior Manager, Key Accounts Team
Ignition
Sydney, New South Whales
01.2024 - Current
- Lead the APAC Key Accounts Team, focusing on customer success strategies that drive client retention and revenue growth.
- Develop and implement scalable processes to enhance client onboarding, engagement, and satisfaction.
- Collaborate cross-functionally with Sales, Education, Product, Engineering, and Marketing teams to align customer needs with product offerings.
- Design dashboards and reports offering comprehensive data-driven perspectives on opportunities, risks, and indicators
- Co-manage our regional customer marketing efforts to educate clients on best practices and new features, contributing to increased product adoption.
- Sit within the APAC leadership team to drive strategic regional initiatives aligned with company OKRs
Manager, Key Accounts Team
Ignition
Sydney, New South Whales
04.2023 - 01.2024
- Co-lead the change management of harmonising our Customer Success and Account Management teams.
- Upskilled and trained our 10+ team to cross-pollinate skill sets
- Introduced new tooling alongside a re-engineered customer journey framework
- Developed new-hire employee onboarding programs for our new division.
Customer Success Team Lead
Ignition
Sydney, New South Whales
10.2020 - 04.2023
- Managed the Customer Success Implementation team of 5+ for APAC.
- Worked with the global Customer Success Management team to align on initiatives.
- Implemented process improvements to streamline workflows and increase efficiency.
- Developed and enhanced our Customer Success programmes and framework to drive optimal results
Customer Success Manger
Ignition
Sydney, New South Whales
04.2019 - 10.2020
- Managed customer onboarding processes to ensure smooth transitions and satisfaction.
- Developed and maintained strong relationships with key customer stakeholders.
- Delivered training sessions on product features and best practices for customers.
- Created documentation and resources to support customer self-service initiatives.
Education
Bachelor of Arts - Psychology & Criminology
Auckland University of Technology (AUT)
Auckland, New Zealand 11-2015
Skills
- Customer success strategy
- Data analysis
- Stakeholder engagement
- Project management
- Team leadership
- Product adoption
- Change management
- Performance metrics
- Problem-solving
Timeline
Senior Manager, Key Accounts Team
Ignition
01.2024 - Current
Manager, Key Accounts Team
Ignition
04.2023 - 01.2024
Customer Success Team Lead
Ignition
10.2020 - 04.2023
Customer Success Manger
Ignition
04.2019 - 10.2020
Bachelor of Arts - Psychology & Criminology
Auckland University of Technology (AUT)
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