I joined Enfuce as one of the first people in a new Customer Success function. I had enterprise accounts to manage and a part in deciding how the team would work.
With commercial leadership, I worked on account plans, health scoring, QBRs and escalation handling. I also worked with internal teams and external partners to rebuild the Salesforce setup.
Alongside that, I managed 15 strategic accounts across banking, fleet and mobility, travel and hospitality, and mentored colleagues as the function grew.
The accounts represented around £5m ARR. Expansion across the portfolio contributed around £400k in revenue. Those are portfolio figures, not a claim that changing Salesforce produced the revenue.
An account system has to help with the questions people ask during the week: what is happening, who owns it and what have we promised the customer? That is where I start.