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I founded Elevate Customer Success to help companies unlock more revenue from the…
Articles by Victoria
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Introducing the IMPLEMENTATION MANAGER @IAM Cloud!
Introducing the IMPLEMENTATION MANAGER @IAM Cloud!
The Implementation Manager is a new role in our Customer Experience team dedicated to making the onboarding process at…
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Customer Success - 9 Months on ..........
Customer Success - 9 Months on ..........
WOW! I can’t believe that it’s been 9 months since I joined IAM Cloud and set out on my mission to transform the…
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Customer Success @ IAM Cloud
Customer Success @ IAM Cloud
Customer Success is a real passion of mine. Read what I am doing with my team to achieve it at IAM Cloud.
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We are HIRING!
We are HIRING!
IAM Cloud is growing at a phenomenal rate and we need great people to join us on this exciting journey! Check out our…
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WE ARE HIRING!
WE ARE HIRING!
IAM Cloud is growing at a phenomenal rate and we need great people to join us on this exciting journey. Check out our…
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Victoria Hamblin shared thisA few more Customer Success topics added to the resources page over the weekend. Come and follow along at Elevate Customer Success 👇Victoria Hamblin shared thisWhat do investors really want to see from Customer Success? As a SaaS business grows, the questions around Customer Success start to change. It’s not just “Are our customers happy?” It becomes: Do we understand why they stay, why they leave and where the opportunities for growth are? Investors want to see that customer revenue is understood and predictable. They want to see you have clear visibility of risk, a healthy NRR, repeatable onboarding and renewals, and a CS function that can scale. A busy CS team isn’t necessarily a successful one. Activity is visible. Predictability is investable. You can read more about what investors look for in Customer Success in our Resources section, alongside practical guides on NRR, Churn and scaling Customer Success teams. Link in the comments 👇 #CustomerSuccess #SaaS #NRR #CustomerRetention #SaaSGrowth #Churn
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Victoria Hamblin shared thisWith the help of the fantastic Lovable I have built something I genuinely wish I had earlier in my career - a FREE 2-minute Customer Success Health Check. It’s just 10 simple questions, but at the end you’ll get your CS Health Score and, more importantly, the areas I think you should focus on first to reduce churn, improve NRR and build a CS function that scales. I’ve really enjoyed building this and I’d love people to give it a go and tell me what you think. Take the free CS Health Check 👇 https://lnkd.in/eXPZ8G4sVictoria Hamblin shared this🚀 Launching our FREE 2-minute Customer Success Health Check. In around 2 minutes, you’ll get: ✓ Your Customer Success Health Score out of 100 ✓ A view of what’s working well ✓ Areas that could be creating Churn risk ✓ Your top priorities for where to focus next No long assessment or complicated questions just a quick, useful view of your CS function, with your results straight away. Give it a go - it’s completely free and we would love to hear what you think👇 https://lnkd.in/eMf2f2gF #CustomerSuccess #SaaS #CustomerRetention #Churn #NRR
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Victoria Hamblin shared thisI wrote a blog post this weekend (well I couldn't have a BBQ could I!) reflecting on when SaaS businesses usually think about hiring their first Customer Success leader and why? Ease into September with a nice casual read ... 😀 https://lnkd.in/eTDtZZSw
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Victoria Hamblin shared thisAnyone who's worked with me knows I like trying to explain NRR in as simple a way as possible 😄 So here we are! A simple look at what a good NRR number actually is, some useful benchmarks and what the number can tell you about a business. And if you'd rather watch than read, there's a video too now on YouTube which I will share in the comments 👇 #CustomerSuccess #NRR #SaaSVictoria Hamblin shared thisSo What actually is considered good NRR? 100%? 110%? 120%? Like most things in Customer Success, there isn't one perfect answer I am afraid. It really depends on your business, your customers and where you are in your growth journey. What is certain though is that knowing your NRR and understanding what's sitting behind it is really important. Are your customers leaving? Spending less? Or are they staying and spending more with you? We've put together a really simple guide to NRR benchmarks, what good looks like and what to think about if yours isn't quite where you want it to be. https://lnkd.in/esg3VT9k Have a read below 👇 #CustomerSuccess #NRR #SaaS #CustomerRetention
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Victoria Hamblin shared thisA churned customer shouldn’t come as a surprise when it happens. The signs are usually there. It’s about having the right data, processes and conversations in place to spot them early enough to do something about it. Here is a practical guide on what to look for 👇 #customersuccess #saas #churn #retentionVictoria Hamblin shared thisIn reality, churn is usually the result of various issues across the customer journey: ❌ Poor onboarding ❌ Slow time to value ❌ Weak adoption ❌ Lack of executive alignment ❌ Unclear success metrics ❌ Customers who quietly disengage The good news? Most churn is predictable long before a customer submits notice. Over the last 10 years leading Customer Success teams, I've found that the companies with the strongest retention aren't necessarily those with the best products. They're the ones that consistently listen, measure, engage and act before problems become renewals conversations. I've put together a practical guide on reducing SaaS churn, covering the strategies, metrics and habits that help drive long-term customer retention. Read it here: https://lnkd.in/eXqq_23u If you are looking to reduce churn and need some direction check out our services at Elevate CS https://lnkd.in/eNXEFb_T #CustomerSuccess #SaaS #ChurnReduction #CustomerRetention #NetRevenueRetention #SaaSGrowth #B2BSaaS
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Victoria Hamblin shared thisI've been building out the Elevate Customer Success resources page and there's now a growing collection of blogs and guides covering churn, NRR, AI and how Customer Success is evolving. The latest is a simple look at Churn vs NRR. What do both these KPIs mean and why are they important? If Customer Success is something you're thinking about in your business, hopefully you'll find something useful there 👇 #CustomerSuccess #SaaS #NRR #CustomerRetentionVictoria Hamblin shared thisChurn and Net Revenue Retention (NRR) are often talked about as if they're the same thing. They're not. Churn tells you what you're losing. NRR tells you whether your existing customer revenue is growing. Understanding the difference can completely change how leaders look at the health of the business and where to focus time and investment. We have shared a simple explanation, along with a few practical examples in the Elevate Customer Success resources page. Hope you find it useful. 🔗 https://lnkd.in/et7bq_ge
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Victoria Hamblin shared thisThe first service from Elevate Customer Success is now live! The Customer Success Audit has been designed to give businesses an independent view of their Customer Success function, helping identify opportunities to reduce churn, grow Net Revenue Retention (NRR) and build a function that scales. I’ve shared more details on the Elevate Customer Success company page below. I believe this is a great starting point for businesses to gain an objective view of their Customer Success strategy before deciding what’s next. #customersuccess #saasVictoria Hamblin shared this5 signs your Customer Success function needs attention: 1. Churn is increasing …but no one can confidently explain why. 2. Renewals feel reactive Customer conversations only become a priority as the renewal date approaches. 3. Customer risk is difficult to see You have no clear view of customer health, so churn often comes as a surprise. 4. Teams aren't aligned Sales, Product, Delivery and Customer Success all have different expectations of what success looks like. 5. Customer Success is constantly firefighting The team spends more time solving problems than proactively helping customers achieve value. Our Customer Success Audit helps businesses identify what's working, uncover opportunities for improvement, and create a practical roadmap to reduce churn, grow Net Revenue Retention (NRR) and build a Customer Success function that scales. Learn more about our Customer Success Audit via the link below. https://lnkd.in/es9j-9fU #CustomerSuccess #SaaS #Churn #NetRevenueRetentionAI Customer Success Services | Elevate Customer SuccessAI Customer Success Services | Elevate Customer Success
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Victoria Hamblin shared thisI am sure it comes as no suprise that I have been reflecting quite a bit recently on how AI can help move Customer Success forward. I posted on Elevate Customer Success 10 practical AI use cases for Customer Success teams - whatever their stage of growth. If you have any AI use cases that are making an impact or even ones that got binned - I would love to hear them!Victoria Hamblin shared thisWe've put together our latest article exploring 10 practical AI use cases every Customer Success team should know. Whether you're just starting your AI journey or looking for new ideas, we hope it gives you some practical inspiration on how AI can enhance the customer experience and support your Customer Success team. 📖 Read the full article here: https://lnkd.in/eA6ZJfRW 💬 We'd love to hear your thoughts. Which AI use case do you think will have the biggest impact on Customer Success over the next few years? #CustomerSuccess #SaaS #Retention #NRR #AI #elevatecustomersuccess
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Victoria Hamblin shared thisOne of the reasons I created Elevate Customer Success is because I genuinely believe we’re at a turning point for Customer Success. AI is changing not only how we work, but also what customers expect from us. The question I keep coming back to is: “How can AI create a better customer experience?” Too many conversations focus on efficiency. I think the bigger opportunity is using AI to help customers realise value faster, feel more supported, and ultimately stay longer. I’ve shared a few thoughts in the post below and in my latest blog. I’d love to hear how you’re using AI to improve the customer experience. #customersuccess #AI #SaaS #NRR #retention #elevatecustomersuccessVictoria Hamblin shared thisEveryone seems to be talking about how AI can make businesses more efficient. But are we asking the right question? Instead of asking: “How can AI help us do more with less?” Perhaps we should be asking: “How can AI help us create a better customer experience?” The businesses that stand out won’t just be the ones that automate the fastest. They’ll be the ones that use AI to deliver more personalised, proactive and valuable customer experiences. Efficiency is a benefit. Customer experience is the competitive advantage. Are businesses focusing too much on efficiency and not enough on the customer? #CustomerSuccess #ArtificialIntelligence #CustomerExperience #SaaS #B2BSaaS #CustomerRetention #NetRevenueRetention #BusinessGrowth
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Victoria Hamblin liked thisVictoria Hamblin liked this𝗟𝗲𝗲𝗱𝘀 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗙𝗲𝘀𝘁𝗶𝘃𝗮𝗹: 𝗪𝗲𝗲𝗸 𝗢𝗻𝗲 ✅ One of the things I've always enjoyed about the Leeds business community is its willingness to share ideas, challenge thinking and collaborate. This week has been another great reminder of why Leeds continues to punch above its weight as a digital and technology hub. I've had the opportunity to attend some fantastic events as part of Leeds Digital Festival, allowing me to connect with founders, marketers, people leaders and technology professionals from across the region. A few standout takeaways: 𝗔𝗜 𝗶𝘀𝗻'𝘁 𝗿𝗲𝗽𝗹𝗮𝗰𝗶𝗻𝗴 𝗦𝗘𝗢. 𝗦𝗲𝗮𝗿𝗰𝗵 𝗶𝘀 𝘀𝗶𝗺𝗽𝗹𝘆 𝗲𝘃𝗼𝗹𝘃𝗶𝗻𝗴. The session from Tribus on GEO cut through a lot of the noise surrounding AI-driven search. A topic that's high on the agenda at Marmion right now! My biggest takeaway was that the fundamentals haven't changed. Businesses still need to build authority, credibility and relevance. The channels through which people discover you are changing, but the importance of great content and strong brands remains the same. AI is screaming out for original content! 𝗟𝗲𝗲𝗱𝘀' 𝘁𝗲𝗰𝗵 𝘀𝗲𝗰𝘁𝗼𝗿 𝗶𝘀 𝗴𝗿𝗼𝘄𝗶𝗻𝗴 𝗳𝗮𝘀𝘁, 𝗯𝘂𝘁 𝘀𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝗴𝗿𝗼𝘄𝘁𝗵 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝘀 𝗮 𝗷𝗼𝗶𝗻𝗲𝗱-𝘂𝗽 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵. The Leeds Tech Map panel, co-hosted by ALT Legal, The Data City & BHP, Chartered Accountants, brought together perspectives from across technology, people, finance and legal disciplines. One of the strongest themes from the discussion was that Leeds' tech ecosystem continues to create significant opportunities, but long-term success will depend on how effectively businesses develop talent, build capability, manage risk and create resilient foundations for growth. As AI continues to reshape the workplace and skills requirements evolve, organisations that can successfully align technology, leadership and people strategies will be best positioned to thrive. Helping our clients navigate that challenge is becoming an increasingly important part of what we do! 𝗧𝗵𝗲 𝗽𝗼𝘄𝗲𝗿 𝗼𝗳 𝗳𝗮𝗰𝗲-𝘁𝗼-𝗳𝗮𝗰𝗲 𝗻𝗲𝘁𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝗶𝘀 𝘀𝘁𝗶𝗹𝗹 𝗮𝗹𝗶𝘃𝗲! Alongside Leeds Digital Festival, I also spent time at The Yorkshire Mafia last night. In a world increasingly driven by technology and automation, it's remarkable how many opportunities still begin with a conversation over a drink. The common thread running through every event? Whether the conversation was centred on AI, marketing, talent, finance, legal considerations or business growth, the common thread was people. 𝙏𝙚𝙘𝙝𝙣𝙤𝙡𝙤𝙜𝙮 𝙘𝙧𝙚𝙖𝙩𝙚𝙨 𝙤𝙥𝙥𝙤𝙧𝙩𝙪𝙣𝙞𝙩𝙮. 𝙋𝙚𝙤𝙥𝙡𝙚 𝙘𝙧𝙚𝙖𝙩𝙚 𝙤𝙪𝙩𝙘𝙤𝙢𝙚𝙨. A huge thank you to all the organisers, speakers and attendees who continue to make Leeds such a vibrant place to do business 🤝
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Victoria Hamblin liked thisDelighted to be involved in selecting the start up to represent the North at the Startup World Cup at Nexus Leeds with my fellow judges. Join us on 6th OctoberVictoria Hamblin liked thisMeet the judges behind the inaugural Startup World Cup Northern UK Final. We're delighted to welcome an expert panel of investors, founders and leaders to Nexus, as they help select the startup that will go on to represent the North on the global stage. 💡 Sunny Pahal - Founder, Dare To Succeed 💡 Dr Martin Stow - Managing Director, Stow Solutions Ltd 💡 Nick Washbourne - Co-Founder & Commercial Director, ConvertSense 💡 Hazel Savage - Board Member, Angel Investor and Principal, Leeds Angels If you're part of the startup ecosystem, this is a fantastic opportunity to hear from leading voices in innovation, connect with founders and investors, and be part of an exciting new chapter for the region. 📅 6 October, 16:00 - 20:00 📍 Nexus, University of Leeds Register your place: https://lnkd.in/etx4m_s6
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Victoria Hamblin liked thisVictoria Hamblin liked thisSix weeks into ThreatAware and it's safe to say my feet haven't touched the ground. There's a huge amount happening right now, some brilliant customer work underway, and a few exciting things on the horizon. 👀 One thing I'm particularly excited about is that we're hiring our first Customer Success Engineer. We've already built a fantastic Customer Success team focused on delivering meaningful outcomes for our customers. This role adds another layer to that. You'll partner closely with our CSMs, bringing the technical expertise that helps customers realise value faster and get more from the platform. At ThreatAware, we help organisations move from assuming their security controls are working to knowing they are. By bringing together data from the tools they already use, we give teams a single source of truth for understanding and improving their security posture. As our first CSE, you'll: ✅ Lead technical onboarding and integrations for enterprise customers ✅ Run coverage assessments and help customers turn insights into action ✅ Partner with CSMs to deliver impactful, board-level conversations ✅ Help shape the playbooks, tooling and best practices for a growing team I'm looking for someone with experience in customer-facing technical roles such as Solutions Engineering, Technical Account Management or Technical Consulting, ideally within cybersecurity. Someone who can comfortably move between technical problem-solving and executive conversations. Most importantly, you'll have the opportunity to help define the role and make a real impact on both our customers and our team. If that sounds like you, or someone in your network, I'd love to hear from you. Drop me a message or apply below. 👇 https://lnkd.in/ecud3QnE #Hiring #CustomerSuccess #CustomerSuccessEngineering #CyberSecurity #TechJobs #EnterpriseSoftware #SaaS #ThreatAware
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Victoria Hamblin liked thisVictoria Hamblin liked thisI always enjoy a spot on the couch for Team TV at Travel Counsellors. Yesterday was my first time hosting, which is quite a daunting task! We were kicking off AI Fest 2.0, where we look at how at TC we are using AI to Rethink, Adopt and Grow. We are also celebrating the people who have been pushing our AI strategy forward in all departments. We've seen great success the last 12 months with AI, but we are still just at the beginning of this transformation, there's a lot more greatness to come!
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Victoria Hamblin reacted on thisVictoria Hamblin reacted on thisHats off to the team at Pimberly and MRA Research (UK). We've just published The State of Product Data in UK Construction 2026, which i believe is the first of its kind for the UK construction sector. Some of the stats that came out of the research: 26 hours a week is what the average business loses managing and fixing product data. One a FTE over a year 🤯 34% have lost or missed sales as a direct result of poor product data 📉 98% say they're confident in their product data quality, but only 20% describe themselves as digitally advanced today 🧐 A lot of work went into this on both sides, in particualr, a shout out to my team Alex Thompson, Alex McConnell and Felicity Rapuano, with Scott Dodgson and Callum Budd helping us to bring the entire project together. And we're not stopping here. Two more reports follow in Q1, one for merchants, one for manufacturers, plus a dedicated report on product data compliance and the impact on the construction sector.
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Victoria Hamblin liked thisVictoria Hamblin liked thisDay one at Ecommerce Expo and the Pimberly stand hasn't been quiet. Thank you to everyone who's stopped by so far. Lots of great conversations with ecommerce, retail and brand teams, and one problem keeps coming up: product data scattered across spreadsheets, ERPs and supplier files, and the time it takes to get it right on every channel. The one we've heard most today: "We need to be ready for agentic commerce". If you haven't made it over yet, there's still time. We're on stand G60 for the rest of today and all day tomorrow. Come and see how Pimberly can fuel your digital commerce growth strategy. Or drop us a message and we'll lock in a time so you're not waiting around. See you at ExCeL. #EcommerceExpo #PIM #ProductData
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Victoria Hamblin liked thisVictoria Hamblin liked thisExcited to share that we are expanding our Anthropic Partner Success team across the Americas (based out of mainland US) and EMEA (based out of London)! If you are known for being THE person who gets things done quickly with outstanding results while collaborating with humans & AI with grace, curiosity and humility - please apply here: - US: https://lnkd.in/gU-p8GH4 - UK (London): https://lnkd.in/ggyUKMNw Please note at this time I am unable to respond to most LinkedIn messages. Thank you!
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Victoria Hamblin liked thisBest hire I ever made. James Kettle is a titan of web security, and he’s made a massive contribution to our mission, of enabling the world to secure the web. Congratulations James, and thank you - here’s to the next 12 years indeed!Victoria Hamblin liked thisI’ve just hit 12 years at PortSwigger! The art of research is evolving faster than ever but it remains an absolute privilege to perform novel security research full time, help make Burp Suite better, support my colleagues Gareth Heyes, Zak Fedotkin & Tom Stacey do the same, and share our discoveries with the entire community. Here’s to the next 12 years.
Experience
Education
Licenses & Certifications
Honors & Awards
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ACS Delivery Lead Generation Program Award
Oracle ACS
Recognition for going the extra mile and discussing additional services with my customers which turned into revenue for the organization.
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Outstanding Manager in EMEA Award
Oracle
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Support Management Impact Award
Hyperion
Recognised for leading a very successful team of engineers who delivered excellent customer service and technical resolution across EMEA.
Languages
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French
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Spanish
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James Veale
Earlier this year I caught up with a #rectech vendor who told me they had walked away from more deals than usual. ... because they understood which prospects needed to sort out other systems or process issues in the business first. Their best partnerships now start with questions most sales teams often avoid. They recognise that change might need to happen in the business in order for the #recruitment agency to enjoy the product as they demo it. When this is missed ... 📊 Workarounds, complaints, low usage dressed up as “change fatigue” Good, lasting tech partnerships in recruitment start with uncomfortable questions.
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Serge Everarts
Interesting post ! The strategy of Salesforce behind those recent 3 acquisitions is to be able to reduce frictions in existing processes and legacy applications. ‘Supply chains and backoffices would seem to be rich environments for AI agents. nothing is more antique, point-and-click (if even), tedious and manual than rummaging ERP, Excel, email etc.’
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Paul Stevens
Another quarter, another GTM role that drags on because “the market is tough”… when the real issue is access, not appetite. Most EMEA SaaS hiring managers I speak to are trying to do three things at once: - Hit aggressive ARR targets. - Backfill or upgrade key AEs/CSMs. - Support internal TA, who are juggling every function from Finance to Field Sales. The result? Roles in Cloud, AI, Cyber, FinTech and broader enterprise SaaS sit open for months while TA teams: - Rely on inbound and job boards. - Get swamped qualifying generalist CVs. - Struggle to tap the passive, “already at 120% of quota” talent you actually want. This is exactly where I come in. I have spent 25 years living in EMEA enterprise tech recruitment - mapping, headhunting and placing GTM talent across SaaS, Cloud, AI, Cyber, FinTech, IoT, MarTech, Digital and consulting services. At SnooprID I plug in as an extension of your TA team, not a volume agency: - I already know the enterprise AEs, regional leaders, pre-sales and CS leaders across UKI, Nordics, Benelux and wider EMEA. - I filter hard for true “enterprise grade” profiles: complex deals, multi-region, genuine new logo track record. - I keep live pipelines against your likely future needs, so you are not starting from zero every time you open a headcount. If you are a hiring manager in an EMEA-based SaaS company and you want a specialist partner feeding you ready-to-interview shortlists while you stay focused on revenue, let’s talk. You can reach me directly: paul@snooprid.com Find out more at: https://snooprid.com/ #B2BSaaS #SalesHiring #GoToMarket
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