Fiona Leonard
Senior Customer Success Manager @Exabeam
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WORK HISTORY
Senior Customer Success Manager @Exabeam
As a Senior Customer Success Manager at Exabeam, I own the end to end customer experience, value delivery, and retention across a portfolio of enterprise and public sector accounts. I partner closely with sales leadership and customer service engineers to understand customer goals, challenges, and security priorities, and to build tailored success roadmaps aligned to both business and technical outcomes.My accounts primarily span government, military, and energy sectors and I held a 103% ATR quota for my book of business for the last financial year (and 115% the year before that)I proactively assess customer strategy, security maturity, and evolving risk posture to identify upsell and cross sell opportunities aligned to customer outcomes, budget cycles, and long term initiatives. I manage renewal risk early to ensure consistent, on time execution and revenue retention.As a trusted advisor and customer advocate, I work cross functionally with Professional Services, Technical Support, and Sales to remove adoption blockers and deliver a smooth journey from purchase through onboarding, adoption, and ongoing optimisation.I drive adoption through structured success plans that I co created, define and track success metrics through regular service reviews, and lead executive level internal account reviews to provide clear visibility into customer health, risk, and opportunity.Leading executive level internal account reviews to provide visibility into customer health, risk, and commercial opportunity. I present clear, data driven insights on renewal timelines, expansion potential, adoption status, and stakeholder engagement, enabling leadership teams to make informed decisions and ensuring alignment across Sales, Customer Success, and Services.
EDUCATION
Practical CSM Academy
Certified Customer Success Professional, Customer Success
University of the West of Scotland
BSc (Hons), Psychology
ABOUT FIONA LEONARD
With a degree in Psychology, my main background lies in research and analysis. Passionate about self-development and continued learning; I always seek to challenge myself, and love being given the opportunity to do so and prove my abilities; I always believe nothing is unattainable if you push yourself hard enough.Outside of work, I enjoy getting out and about, exploring places I\'ve never been, trying new things, experiencing new foods and making the most of my spare time. I also now have a motorbike, so love getting out on that as often as possible.
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