Chris Venus

Chris Venus

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VP of Customer Success
Guildford, England, United Kingdom

Timeline

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Résumé

Jobs verified_user 0% verified
  • NORY
    VP of Customer Success
    NORY
    Nov 2025 - Current (1 year)
    Leading our Customer facing teams; Onboarding, Customer Success, Support & Payroll; at Nory on a mission to transform restaurant profitability.
  • Mention Me
    VP of Customer Success
    Mention Me
    Oct 2024 - Oct 2025 (1 year 1 month)
    Acquisition marketing SaaS platform for referral and influencers with c. 400 clients and £12M ARR.

    Lead vision, strategy and execution for all post-sale customer functions (24 heads with 3 direct reports), including Customer Success, Onboarding, CS Operations, Tech Ops and Design functions. Rolled out self-serve onboarding and ‘on-demand service’, expanding target addressable market by transitioning to a 1:many servicing model and maintaining customer value.

    Key Achievements:
    ◼️ Increased CSAT from 91% to 98%, reduced renewal rates cost and improved efficiency by 30%.
    ◼️ Developed pilot approach, providing additional new business levers to progress higher value deals, delivering an 80% conversion rate of pil
  • Mention Me
    Head of Customer Success
    Mention Me
    Sep 2022 - Oct 2024 (2 years 2 months)
    Set strategic direction for Customer Success and Onboarding functions, aligning teams to support a shift from SMB and Mid-market to Enterprise and a new data-led product suite. Reprofiled and upskilled the team (17 to 14 heads) to support growth goals, built scalable journeys and introduced segmented servicing for higher-value and growth delivery. Led all-company retention initiative, embedding ‘voice of the customer’ insights to influence product, marketing and commercial focus on driving measurable customer value.

    Key Achievements:
    ◼️ Increased average contract value by £16k, with 60% of customers at £50k+ ACV and 33% at £100k+.
    ◼️ Improved GRR from 61% to 86%: 92% GRR and 102% NRR in Mid-market and Enterprise segment
  • Career Break
    Full-time parenting
    Career Break
    Apr 2022 - Sep 2022 (6 months)
  • C
    SVP Professional Services
    Conversocial A Verint Company
    May 2019 - Apr 2022 (3 years)
    Customer experience SaaS platform with c. 250 customers and $20M ARR. It was acquired by Verint Systems in 2021, a customer experience SaaS platform with c. 10K customers and $900M ARR.

    Post-acquisition by Verint Systems, led integration of strategy, operations, teams, services and processes, enabling the key strategic transition towards ‘digital first engagement’. Led global Professional Services & Enablement function, expanding cross-functional team to 18 across UK, US and Europe, including Pre-Sales, Delivery, Insights and Partner Engineering. Owned and delivered the partner engineering product roadmap, developing repeatable out-of-the-box integrations and a scalable third-party self-serve integration model.

    Key Ach
  • C
    VP Professional Services
    Conversocial A Verint Company
    Apr 2017 - May 2019 (2 years 2 months)
    Joined the Executive Management team, contributing to driving the strategic direction and leading cross-functional alignment across product, customer and delivery teams. Developed and implemented a standardised customer playbook and lifecycle to drive adoption, streamline service delivery and scale ARR across growth segments. Spearheaded OTT service development using third-party automation (runDexter), later supporting acquisition and integration of Assist to enhance Conversocial’s core product.

    Key Achievements:
    ◼️ Delivered 5x ACV growth in target customer segment by embedding scalable touchpoints and lifecycle frameworks aligned with customer value and business goals.
    ◼️ Raised market visibility through regular speak
  • C
    Global Head of Professional Services
    Conversocial A Verint Company
    May 2016 - Apr 2017 (1 year)
    Provided vision, strategy, and its execution for the Professional Services function, expanding services into the US and building scalable tools, processes and GTM delivery models. Drove retention, upsell and new business through strategic client services aligned with commercial and R&D priorities, focusing on customer value and revenue impact.

    Key Achievements:
    ◼️ Delivered consistent 120%+ NRR by aligning services with strategic business priorities and embedding a value-led approach to client engagement.
  • C
    Professional Services Director, EMEA
    Conversocial A Verint Company
    Dec 2014 - May 2016 (1 year 6 months)
    Dual player-manager role leading design and delivery of services using Conversocial's CX SaaS platform, with a strong focus on accelerating time-to-value for clients. Owned Professional Services P&L and KPIs and acted as the ‘voice of the customer’ to shape product roadmap, aligning features with real client needs.

    Key Achievements:
    ◼️ Reduced onboarding time by 75% and achieved 95%+ CSAT through targeted service enhancements and operational improvements across the client delivery lifecycle.
  • Sorce
    Professional Services Manager
    Sorce
    Sep 2012 - Dec 2014 (2 years 4 months)
  • Sorce
    Professional Services Team Leader
    Sorce
    Nov 2009 - Sep 2012 (2 years 11 months)
  • Sorce
    Professional Services Consultant
    Sorce
    Jun 2007 - Nov 2009 (2 years 6 months)
  • Kewill
    Support Analyst
    Kewill
    Oct 2004 - Jun 2007 (2 years 9 months)
Education verified_user 0% verified
  • Swansea University Prifysgol Abertawe
    2:1, Computer Science
    Swansea University Prifysgol Abertawe
    Jan 2001 - Jan 2004 (3 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • L
    Led a cross-functional effort to uncover root causes of a heavy customer churn
    Mention Me was experiencing heavy churn as customers cut marketing budgets during a downturn. As Head of Client Success led a cross-functional effort to uncover root causes. Gathered data and customer insight; shaped a clear strategic action plan; executed retention strategy within company; and ensured delivery across all teams. Succeeded in improving gross revenue retention from 61% to 86% over 18 months and rebuilding customer trust during a critical market period.
  • L
    Led project to improve efficiency of a premium service model
    The premium service model at Mention Me carried high costs and lacked scalable tooling. As VP Client Success, led project to improve efficiency while protecting service quality. Introduced a segmented model; restructured teams; reduced headcount by 18%; launched tech-touch delivery for smaller clients; embedded AI and automation; and outsourced key operations. Succeeded in halving delivery costs over 24 months while increasing CSAT from 91% to 98% and GRR from 61% to 86%.
  • L
    Led the GTM strategy for an integrated automation product
    Conversocial faced stalled customer revenue growth due to a lack of automation in its social support offering. As SVP Professional Services identified the gap and led the GTM strategy for an integrated automation product. Ran trials; supported M&A of automation firm Assist; restructured & integrated teams; and launched the new offer. Succeeded in restoring growth, delivering 120% NRR, and securing strategic acquisition by Verint Systems within only 3 years.
Publications verified_user 0% verified
  • F
    Conversocial Welcomes Chris Venus, Director of Professional Services
    FEB
    Please allow me to introduce myself - my name is Chris and I am the new Professional Services Director, for Conversocial. This first blog will serve as an introduction to me, my role, and what I want to bring to Conversocial and you, our customers going forward.
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