Thomas Richardson

Customer Success leader with 10+ years driving renewals, expansion, and enterprise account strategy in high-growth SaaS environments.

I’ve led and scaled a global Customer Success organisation, improving Net Revenue Retention from 96% to 118% YoY by embedding structured operating cadence, automation-driven retention systems, and clear cross-functional alignment. Alongside leadership, I’ve directly owned complex enterprise portfolios, partnering with engineering leaders, product teams, and Heads of Technology to drive adoption and expansion.

My focus is building predictable revenue engines through team leadership, process design, automation frameworks, and disciplined execution. I’m particularly motivated by environments where Customer Success operates as a strategic revenue function, not a support layer.