Customer Success · SaaS · Post-sale transformation

I build customer teams that retain, grow and scale.

I’m Ciaran Sheehy, a commercially minded Customer Success leader. I turn fragmented post-sale operations into joined-up systems—connecting customer insight, accountable teams and the right technology.

Let’s talk ↗ Download my CV ↓
0%YTD customer retention
0%less manual work
0%faster ticket resolution
0/10implementation CSAT
01

Where I create impact

Select the challenge closest to yours.

RETENTION & EXPANSION

Make commercial outcomes part of the customer rhythm.

At Rippl, I owned a £2m ARR portfolio, regularly achieved 110% of annual revenue target and delivered Net Revenue Retention of 115%.

Evidence£4m book of business · 115% NRR
02

Experience built across the customer lifecycle

From revenue ownership to operational transformation.

Leading a 13-person function across Account Management, Support and Implementation.

  • Redesigned the post-sale operating model while reducing required headcount by 25%.
  • Built an implementation playbook with 95% compliance and maintained CSAT at 9.5/10.
  • Reduced average ticket-resolution time by 20% and increased capacity by 15 tickets per team member.
  • Maintained 100% customer retention YTD.

Promoted in under 12 months to lead Customer Success, Implementation and Support.

  • Owned a £2m ARR portfolio and regularly delivered 110% of target.
  • Built the retention and expansion plan to 115% Net Revenue Retention.
  • Saved 10+ hours per week using AI-enabled workflows.
  • Directed 60% of H1 2025 development towards customer-led improvements.

Managed 80+ UK clubs and high-value white-label clients across onboarding, adoption and growth.

  • Maintained 90% customer retention.
  • Helped partner clubs deliver at least 30% year-on-year membership growth.

Led multi-property sales and end-to-end event delivery across corporate and leisure segments.

  • Managed more than £900k in contracted revenue across three properties.
  • Delivered events for groups of more than 200 guests.
03

My operating principles

01

Clarity before complexity

Clear ownership, practical governance and visible priorities create the conditions for better customer outcomes.

02

Commercial and human

Retention and growth come from understanding the customer’s outcome—not treating relationships as a sequence of tasks.

03

Technology with purpose

AI and automation should remove low-value effort so teams can spend more time on judgement, insight and relationships.

OPEN TO THE RIGHT CONVERSATION

Need someone who can turn customer ambition into an operating model?

Email Ciaran ↗
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