Claire Thornton
Senior Customer Success Manager | Enterprise SaaS, Account Retention & Value Realisation
Sydney
Professional Summary
Senior Customer Success Manager with extensive experience managing complex enterprise client relationships and digital platform adoption across the APAC region. Demonstrated track record in mitigating churn, deepening stakeholder partnerships, and securing sustainable net revenue retention through proactive value realisation and disciplined lifecycle governance.
Professional Experience
Kinetiq Cloud Solutions
Sydney, Australia
Senior Customer Success Manager
Mar 2021 – Present
- Lead the customer success portfolio for 24 Tier-1 enterprise accounts in Australia and New Zealand, managing a total annual recurring revenue base of AUD $14.5M.
- Partner with client executives to build joint success plans and measurable digital roadmap milestones, lifting gross account retention from 91% to 96.5% over three years.
- Drive cross-functional escalation pathways with product engineering and professional services, decreasing client resolution turnaround on high-priority onboarding issues by 30%.
- Institute quarterly executive business review cadences that uncovered AUD $2.1M in net expansion opportunities in collaboration with enterprise account executives.
StrataVibe Analytics
Sydney, Australia
Customer Success Manager
June 2017 – Feb 2021
- Managed ongoing customer lifecycle operations for 38 mid-market and enterprise B2B SaaS accounts across financial services and logistics.
- Designed targeted onboarding playbooks and product enablement sequences that reduced time-to-value for new deployments from 75 days to 48 days.
- Conducted monthly health-score evaluations and churn risk assessments, securing an average net revenue retention rate of 112% across four consecutive fiscal quarters.
- Mentored four junior Customer Success associates in account health monitoring, executive presentations, and renewal negotiation preparation.
Tandem Workplace Systems
Sydney, Australia
Client Implementation Specialist
Sept 2013 – May 2017
- Delivered end-user training, workflow discovery workshops, and technical rollout assistance for corporate workforce management deployments.
- Maintained client satisfaction ratings above 94% across 40+ simultaneous implementation projects.
- Authored standard customer onboarding documentation and self-serve help guides to support regional platform rollouts.
Education
University of Sydney
Bachelor of Commerce · Commerce and Information Systems · Sydney, Australia · Distinction · Mar 2000 – Nov 2003
Double major in Commercial Management and Business Information Systems with research focus on service operations.
Key Initiatives
Enterprise Customer Health Matrix Deployment
Feb 2023 – Nov 2023
- Spearheaded the redesign of enterprise customer health scoring across telemetry, ticket sentiment, and executive engagement signals, enabling early intervention on at-risk renewals.
- Collaborated with product leadership to integrate customer advisory board feedback into quarterly release prioritisation cycles.
Core Competencies
Enterprise Account Management
Retention & Renewal Strategy
Customer Health Scoring
Executive Business Reviews
Customer Onboarding & Adoption
Stakeholder Engagement
Gainsight
Salesforce CRM
Churn Risk Mitigation
Value Realisation Planning
Languages
English
C2
Certifications
Certified Customer Success Manager (CCSM) Level 3
Gainsight · May 2021
PMC Level III Customer Experience & Adoption
Pragmatic Institute · Aug 2024
Community & Leadership
Women in Tech Sydney Network
Sydney, Australia · Apr 2022 – Present
- Industry Mentor
- Facilitate monthly career mentoring circles and structured workplace transition sessions for mid-career women entering technology and customer success roles.