Carmel Granahan

About

Strategic customer success team leader and fractional customer success trainer/consultant with experience building customer success functions end-to-end (trial to subscription, retention, expansion, and advocacy). Proven track record in reducing churn, improving customer health scoring and early intervention, leading escalations, driving product adoption through webinars and demos, and identifying upsell opportunities. Experienced in hiring, onboarding, and coaching customer success and support teams, and advising leadership on pricing and customer lifecycle to maintain retention at 95%. Also supports go-to-market customer journeys and content/marketing execution (including website content updates on WordPress and LinkedIn audience growth).

Experience

• Customer Success Trainer and Consultant · Unify Success10-01-2022

  I started my own Customer Success Consultancy and Training business focused on helping SaaS founders reduce churn by fixing post-sales chaos. ● Create and deliver virtual Customer Service and Customer Success Training Programs across the SaaS Industry ● Mentor and Coach Customer Success and Support hires in the Tech Industry ● Set up the go to market Customer Journey for a B2B Martech company ● Host online webinars to engage existing customers and attract new ones ● Identify expansion opportunities and assist with upsell opportunities ● Created the content for my own company website and make regular updates on Wordpress ● Increased and grew my Social Following on LinkedIn to over 4,000 followers through content sharing and post engagements

• Founding Head of Customer Success · OnePageCRM08-01-2013 – 05-01-2022

  Created the Customer Success department for a global SaaS CRM company. Responsible for the customer journey from trial through to subscription, retention, expansion and advocacy. Strategic Leadership ● Member of the Leadership team where I advised on best practices in terms of pricing and customer lifecycle to maintain a retention rate of 95% ● Led a team of 5 (included customer success and customer marketing teams) to ensure we provided a world class customer experience in the areas of support, success and account management ● Hired, trained and coached new and existing team members Customer Onboarding and Adoption ● Set up the Customer Success Journey and implemented proactive customer success processes for check-in’s, Qbr’s, call handling, case resolution, and email workflows ● Acted as a trusted advisor, delivering webinars and demos to drive adoption for clients including Ryanair, Enterprise Ireland, and RE/MAX. Customer Retention (engagement and customer health) ● Increased retention through customer health scoring and identifying early intervention ● Led the response to customer escalations, ensuring related actions are followed through to resolution with the applicable team members ● Acted as the voice of the customer internally and collaborated with other key stakeholders (senior management, engineering, product and marketing teams) ● Created and implemented a customer feedback program Customer Expansion ● Identified upsell opportunities and guided customers on upgrading to premium plans ● Developed Customer Success playbooks for renewals, expansion, and risk mitigation ● Educated customers on integrations to drive value and increase product adoption Customer Advocacy ● Built customer advocacy programs to ensure maximum customer satisfaction and increase online reviews Strategic Partnerships ● Managed partnerships from idea to campaign launch and promotion with partners like Samsung, Vodafone and Mailchimp ● Liaised with Franchisors on product adoption, including Best Version Media and Arbonne ● Launched the Power of Action Program - an initiative to support non profit organizations

• Assistant purchasing officer · Atlantic Technological College (formerly Galway-Mayo IT)10-01-2012 – 08-01-2013

  ● Liaised with various departments and senior stakeholders to ensure orders were raised to the correct tender and processed purchase orders accordingly

• Sales Support Executive · MAPFRE ASSISTANCE Agency Ireland08-01-2011 – 01-01-2013

  ● Responsible for the preparation and analysis of various B2B client and commercial reports for large companies like RSA, FBD and Liberty Insurance ● Analysed B2B clients account performance prior to contract renewals for Senior Management

• International marketing co-ordinator · Lifes2good11-01-2010 – 04-01-2011

  ● Responsible for taking inbound calls and upselling various offers ● Project managed various marketing activities like corporate brochures and leaflets, co-ordinated the design of supplement packaging and organised sample materials for trade fairs

• Frontline Customer Service Representative · TNT04-01-2010 – 11-01-2010
• Part time waitress / Customer Service · Various restaurants09-01-2000 – 03-01-2010

Education

• Quality and Qualifications Ireland (QQI)Training Needs Identification and Design
• Leap LeadershipQQI Emerging Leadership
• Atlantic Technological College (formerly Galway-Mayo IT)Bachelor of Business Studies in Marketing (Honours degree), Marketing

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