Edward Baker
Lead Customer Success Manager - Europe @Stravito
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WORK HISTORY
Lead Customer Success Manager - Europe @Stravito
Managing a team of Enterprise Customer Success Managers
EDUCATION
Harrogate Grammar School
High School
Sheffield Hallam University
Bacholors , Business and Enterprise Managament
ABOUT EDWARD BAKER
Customer Success Leader specialising in building high-performing teams, driving retention, and scaling CS operations across SaaS and AI environments.With 6+ years of experience leading Enterprise CSMs, managing €15M+ ARR portfolios, and delivering >97% GRR and >114% NRR, I focus on creating predictable, scalable, and customer-centric revenue outcomes.I combine people leadership, operational excellence, and strategic insight to help companies grow efficiently while delivering exceptional customer outcomes. I’ve coached underperforming CSMs into high performers, built hiring and onboarding processes, designed lifecycle frameworks, and introduced data-driven health scoring models that improve churn prediction and drive proactive engagement.I thrive in remote, dynamic, fast-growing environments where Customer Success is central to long-term expansion and retention.What I’m known for:• Managing & developing Enterprise CSM teams• Delivering consistent retention & expansion (97% GRR, 114% NRR)• Designing and operationalising scalable CS processes• Creating customer community programs & summits• Implementing CS platforms (Planhat, Gainsight)• Building health scoring & early-warning systems• Hiring, onboarding & coaching teams to high performance• Cross-functional leadership with Product, Sales & RevOps
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