Results & Testimonials
Selected results from 10+ years leading Customer Success teams in scaling B2B technology businesses.
CASE STUDY 01
Building a Customer Success function from the ground up to drive retention and growth.
The Challenge
A fast-scaling SaaS business had no dedicated Customer Success function and was facing increasing churn risk. It needed greater visibility of customer health and risk, alongside a more structured approach to identifying whitespace and opportunities for growth.
The Approach
A Customer Success function was built from the ground up, including the strategy, team structure, customer health scoring and processes for proactively managing risk, retention and expansion. The function grew from zero to an 11-person team.
The Impact
Customer Success became an established, commercially focused function, helping increase NRR from 96% to 104% and reduce customer churn to below 5%, with much greater visibility of customer risk and growth opportunities.
96% → 104%
NET REVENUE RETENTION
<5%
CUSTOMER CHURN
0 → 11
CS TEAM BUILT FROM GROUND UP
CASE STUDY 02
B2B SaaS | Marketing Automation
Creating a more scalable customer journey to improve onboarding, visibility and growth.
The Challenge
A growing SaaS business needed a more structured approach to Customer Success. Onboarding needed greater consistency, customer information was fragmented, and there was an opportunity to take a more proactive and commercially focused approach to identifying growth within the existing customer base.
The Approach
The customer onboarding journey was redesigned to create a clearer and more consistent experience. A dedicated Customer Success platform was introduced, providing greater visibility of customer health and engagement, alongside a structured commercial plan to identify and develop upsell opportunities.
The Impact
A more scalable and data-led Customer Success operation, with a stronger onboarding experience, improved visibility across the customer base and a more systematic approach to identifying and converting opportunities for customer growth.
WHAT PEOPLE SAY
Trusted by CEOs, Investors & CS Leaders
Feedback from leaders and colleagues throughout my Customer Success career.
Victoria built our Customer Success function from the ground up, creating a commercially focused team that balanced customer experience with retention and growth. She quickly became a trusted member of our leadership team, building strong relationships across the business and helping shape how we supported our customers. Her energy, commercial mindset and ability to bring people together made a real difference to the business.
Martin Balaam
CEO, Pimberly
Strategic, commercial and collaborative. Victoria understands the link between Customer Success, retention and long-term customer value, and brings the clarity and energy to turn that into action.
Ross Miller
Chairman, Pimberly
Victoria has a strong understanding of the commercial impact Customer Success can have on a business. She combines that commercial mindset with genuine energy and an ability to bring people together to deliver results.
Chris Underhill
Non Executive Chair
I've known Victoria professionally for many years and have consistantly admired her strategic approach to the customer experience. She brings positive energy, builds strong relationships and has a genuine ability to bring people together. Victoria combines empathy with commercial thinking, always putting both customers and people at the heart of what she does.
Nicky Thomas - Mills
Professional Services Leader, Snowflake
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