Angie Willingham

Highly accomplished and results-driven Customer Success Professional with extensive international experience in driving customer engagement, retention, and growth within high-growth Cloud companies B2B SaaS, B2C and D2C organisations. A dynamic and proactive problem solver with exceptional communication, presentation, coaching, and advocacy skills. 

I have built and grown high performing teams through several rounds of funding and delivered efficient, scalable systems that position businesses for maximum productivity. I provide exceptional service and demonstrate strategic and operational leadership and have consistently contributed to the success of the organisations I have worked with. I am a charismatic and energetic professional who thrives in fast-paced team settings. I work closely alongside customers as one team to have meaningful and engaging experiences with a shared ambition to achieve extraordinary results that enable growth and deliver value.  My unwavering commitment to customer satisfaction is backed by expertise in:

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CAREER HIGHLIGHTS

• Built, led and scaled high growth Customer Success to retain existing customer base, increasing footprint and growing revenue within fast growing early stage startup and scale up SaaS companies.
• Achieved impressive results, including growing ARR from £500k to <£3M in one year at CybSafe and £8.18M to £11.68M (30% YoY growth) at Napier.
• Maintained a Net Revenue Retention (NRR) rate over 110%, renewal rate above 95%, churn rate below 5%, and significantly improved NPS from 2 to 45 
• Developed Customer Success strategy processes and Customer Success Operating Models that improved customer satisfaction and retention rates.
• Partnered with Executive Leadership & Board Level Management to grow key targeted accounts, develop and execute business strategies that create growing and happy customers. 
• Led service management, major incident and service improvement initiatives and operational intelligence capabilities including training & enablement, troubleshooting and knowledge management 
• Provided world class operational day to day business support to business users located globally including managing one of the largest CRM solution in a multi-tiered support team
• Successfully managed customer experience improvement projects in global cinema operations, covering customer services, regional operations, and support teams.
• Provided on-site and remote support to Tesco Click & Collect Stores across  UK and Ireland, gained extensive customer engagement and retail experience.
• Key contributor to the growth & profitability of a D2C startup, Hagley West doubling turnover while optimising operations
   

EDUCATION

• Bachelor of Business, Majoring in Trade & Marketing, Victoria University, Melbourne, Australia
• ITIL V3 Foundation, ITIL V3 Service Transition & ITIL V3 Service Operation
• Prince 2 Foundation & Practitioner Qualified