Get in touch: hello@russelljhunter.co.uk
| 📩 | hello@russelljhunter.co.uk |
| 🌍 | http://www.russelljhunter.co.uk |
| 📞 | +447835033141 |
| 📍 | Westcliff-on-Sea, Essex, United Kingdom |
Summary
Results-driven Customer Success Director with 15+ years of progressive experience in digital services and enterprise customer management. Proven track record of building high-performing CS teams and driving retention and growth for enterprise accounts across multiple industries. Passionate about leveraging WordPress technologies to solve complex business challenges while maintaining a customer-centric approach.
I currently work at Automattic as a Customer Success Director for WordPress VIP. We’re the company behind WordPress.com, Jetpack, Akismet, Crowd Signal, WooCommerce and Tumblr – having fun while helping make the web a better place!
Experience
This is a chronological overview of all work experience, education, and achievements.
Customer Success Director
Safeguarding account satisfaction and delivery of our products and services to ensure a positive experience throughout the customer lifecycle. Overseeing customer health, maximizing the strength of the teams, and partnering across the organization to ensure our customer’s success as they transform their high-priority WordPress applications and adopt Automattic’s products.
- Led a team of 12 Technical Account Managers supporting 50+ enterprise accounts with combined annual revenue of $15M+
- Improved customer health scores by 25% resulting in 95% retention rate across portfolio
- Implemented structured QBR process that identified $3.2M in expansion opportunities
Team Lead
Helping teammates develop their skills and becoming the best Automattician they can be. Setting expectations, giving feedback, and completing evaluations to help teammates succeed.
- Mentored 8 Technical Account Managers, improving team performance metrics by 32%
- Reduced average resolution time by 40% through process improvements
- Achieved NPS score of 85 across managed accounts, 20 points above company average
Technical Account Manager
Led strategic Enterprise six-figure accounts across EMEA including News UK, Capgemini, Dow Jones and Hachette.
- Maintained 100% retention across strategic EMEA accounts totaling $2.5M in ARR
- Expanded News UK account by 35% through proactive solution selling
- Successfully led 12 critical implementation projects with 100% on-time delivery
Digital Account Manager
Responsible for overseeing the management of digital projects with budgets ranging from five to six figures, encompassing the design and development of websites, intranets, software, and API integrations. Regarded as the foremost WordPress design and development agency in London. Customers included Sony, Which?, UK India Business Council, CityFibre, Dream Yacht Charter, CharityJob
Head of Digital
Directed an internal development team in the strategic planning, development, and successful delivery of all digital projects. Held full accountability for the department’s financial performance, driving revenue growth, enhancing client retention, and optimizing production efficiency.
Customers: Merlin Entertainment, Heinz, Häagen-Dazs, The Cheviot Trust, TTSA, The Underfloor Heating Store
Communication Innovation of the Year
Finalist – Nominated for our digital strategy and communications created for the Cheviot trust
Digital Marketing Executive
FMCG online sports nutrition company operating two websites with an annual turnover of over £3m. Working within a cross-functional digital team, building and growing external relationships with various agency partners.
Netcollex
💼 Full Time
Barking, Essex
Aug 2006 – Aug 2011
Marketing Executive
FMCG online sports nutrition company operating two websites with an annual turnover of over £3m. Working within a cross-functional digital team, building and growing external relationships with a wide range of agency partners.
Skills
Here’s a quick summary of Russell’s industry and software knowledge:
Skills
- Customer Success
- Team Leadership
- Entrepreneurial Mindset
- Project Management
- Account Management
- Consulting
Tools
- WordPress
- Agile Development
- Google Suites
- Microsoft Office Suites
- Adobe Photoshop
Education
Bachelor of Art: Animation
Grade: 2.1
Creative Innovation Award
Runner Up
📚 References are available on request.
Russell Hunter 