PreviouslyVP Customer Success & Professional Services, Upland Software
Sr. Director Customer Success & Professional Services, Upland Software
Director ff Customer Success, Upland Software
Stravito is an AI-powered enterprise insights platform that allows global organizations to discover, understand, and share insights and enable enterprise-wide usage of valuable data. Founded in 2017, the business counts world-leading brands such as McDonalds, Comcast, Electrolux and Danone as customers and has secured more than €20.1million in funding from leading European investors including Endeit Capital, HenQ, Inventure and Creades. Today, it is represented globally with bases in Stockholm, London, Amsteredam and the United States.
Having secured their Series A investment in September 2021, Stravito’s Founders and Board needed to hire their first VP Customer Success with a remit to develop and maintain a healthy and referenceable customer portfolio globally. The focus was to ensure new customers adopt the Stravito platform and use it to its fullest extent, as well as identifying and seeking opportunities for upsell and expansion of accounts. Eager to maintain their goal of 0% churn, Stravito were also eager to find a profile adept at ensuring all potential risks were identified in advance of contract renewal, and with great experience collaborating across teams to mitigate any risks.
The successful candidate needed to have proven ability to align multiple CS functions including Technical Account Management, Support, renewals etc. and have a strong understanding of Stravito’s customer requirements, as well as aptitude to deliver that insight back into the business so product and technology can utilise the information effectively. Stravito needed someone who had been part of a high growth Enterprise B2B SaaS journey and had built and scaled the Customer Success function. It was also essential that it was someone who had scaled a customer centric organisation and had built and operationalised the strategic plan.
Erevena identified and introduced Laura Lockley, who had considerable experience within the knowledge management software space and had built and scaled a global Customer Success function at RightAnswers and Upland Software. Her understanding of both the function and the category, as well as her experience of and having been through a number of successful exits made her a strong choice. The Founding team also placed high emphasis on cultural fit which Laura herself, attests to, “…I don’t think I’ve ever felt the ‘right place, the right time’ for a job as much as I do now. I recently led the agenda at the Exec off-site which felt great. I really couldn’t be happier!”
Co-Founder & Chief Customer Officer
Erevena were very professional and service-minded. They were efficient, structured and didn’t hesitate to go the extra mile when needed. They were very fast in their follow-ups, didn’t let anything fall through the cracks, and both listened to us and challenged us in our thinking. We are very happy about the outcome and would definitely like to work with Erevena again.