Iain Fobes
Senior Director, Customer Success @Carbon6
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WORK HISTORY
Senior Director, Customer Success @Carbon6
Toronto, ON, CA
I lead global post-sales teams to deliver a world-class customer journey that drives measurable business impact and sustainable revenue growth across the e-commerce ecosystem.• Lead Customer Success, Account Management, and Support across a multi-product SaaS solution portfolio supporting Enterprise, Mid-Market, and SMB customer segments.• Brought in to unify the customer journey across 15 acquired business units, creating one scalable and consistent post-sales experience.• Built and scaled a global organization from 10 to 50+ team members, including org design, hiring strategy, enablement programs, and operational performance frameworks.• Direct leadership of teams across United States, Canada, Philippines, Europe and China, ensuring consistent value delivery and high-quality customer experience across all segments.• Report directly to the Chief Revenue Officer, defining KPIs, refining revenue targets, and aligning post-sales strategy with business objectives.• Drove significant improvements to retention and growth, contributing to double-digit increases in Net Revenue Retention (NRR) and stronger lifetime value through upsell and cross-sell programs.• Reduced customer churn and strengthened Gross Revenue Retention (GRR) by elevating onboarding, proactive adoption strategies, segmentation, and support experience.• Accelerated customer Time-to-Value (TTV) through lifecycle optimization, reducing onboarding timelines and increasing product adoption velocity.• Established customer lifecycle frameworks, success planning, health scoring, and VOC programs that influence product roadmap and drive customer advocacy.Carbon6 experienced 6x revenue growth in 2 years, achieving profitability, and was acquired by SPS Commerce, Inc.(NASDAQ: SPSC) in Feb 2025.
EDUCATION
University of Guelph
Bachelor of Commerce (B.Com.)
SKILLS
ABOUT IAIN FOBES
As a Customer Success leader with a track record of driving growth and delivering results, I thrive at the intersection of customer-centric strategies and business success. Over the course of my career, I’ve had the privilege of guiding teams (35+ people) and organizations through transformative journeys, including two successful exits that underscored the value of building strong customer relationships.Let’s connect if you’re passionate about customer success, growth strategies, or simply want to share ideas on building lasting impact in business.
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