Stephanie Lyons

About

Strategic customer experience executive with a proven record of transforming post-sale organisations, eliminating churn, and driving $10M+ in revenue growth across SaaS environments. Expert in building scalable onboarding, customer success, and support functions that become retention engines and expansion drivers. Known internationally for coaching high-performing teams, operating cross-functionally with Product and Engineering, and turning customer data into commercial outcomes. Actively seeking a senior CX or CS leadership role with an internationally operating organisation — open to relocation to the UAE, MENA, Europe, APAC, or other international markets.

Experience

• Vice President of Customer Experience · SaaS platform for music school management — bookings, communication and customer relationships2024 – 2025

  – Achieved 105% customer retention within first six months by rebuilding the post-sale function end-to-end. – Rebuilt and streamlined onboarding using custom-built internal tools, significantly reducing drop-off and accelerating time-to-launch. – Restructured team workflows and coverage models, improving team satisfaction, performance and scalability across 15 employees. – Designed a dual-track model supporting high-touch and self-serve clients, enabling proactive churn mitigation at scale. – Established cross-functional escalation paths with Product and Engineering to close the loop on client feedback. – Led culture and morale initiatives focused on team empowerment and professional development.

• Sr. Director, Customer Onboarding & Success · US cash-back rewards platform partnering with restaurants, gas stations and retailers nationwide2022 – 2023

  – Grew and led Merchant Success function, driving 40% increase in merchant retention and 25% reduction in onboarding time. – Reduced technical integration issues by 50% and increased successful integrations by 40% through deep expertise in site configuration, payment processing and third-party APIs. – Achieved 30% increase in cross-functional efficiency and 25% improvement in CSAT by implementing standardised best practices across verticals. – Served as highest escalation point internally and externally, resulting in 30% retention increase and 25% reduction in escalations.

• Vice President of Customer Success · Marketing consulting firm transitioned to a self-service attribution SaaS platform2021 – 2022

  – Secured $1.2M in upsells by optimising platform utilisation and proactive account management across the client base. – Built scalable onboarding and account management framework to support rapid business transformation. – Coached and developed CS team to resolve high-stakes conflicts and deliver consistent performance at VP level.

• Director of Client Services · Digital marketing intelligence platform providing insights into ad performance and competitive spend2016 – 2021

  – Maintained top-tier accounts valued at $3.7M with near-zero churn — only two accounts lost over three years. – Delivered 153% Net Revenue Retention (NRR) increase over three years, contributing directly to company acquisition. – Drove 40% improvement in team performance through structured coaching, mentorship and accountability frameworks. – Reduced ticket response time by 20% through Zendesk workflow optimisation and process redesign.

• Product Marketing Manager · Global employment platform connecting millions of job seekers and employers worldwide2010 – 2014

  – Generated $2M in revenue through strategic partnerships — recognised with company-wide awards for data-driven excellence and client impact. – Managed end-to-end product lifecycle including go-to-market strategy, client onboarding and ad operations. – Delivered strategic training programmes across Customer Success, Sales and client-facing teams.

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