Margaret Maggs Elliot
Customer Success & Support Lead @Climate X
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WORK HISTORY
Customer Success & Support Lead @Climate X
London, GB
Brought in to operationalise the Customer Success and Support functions for a high-growth AI platform specialising in climate risk intelligence. Focused on building the scalable foundations required to support a global enterprise client base.Key Achievements:Operational Architecture: Architected and deployed the global Support infrastructure using Zendesk, including ticket taxonomy, SLA frameworks, and escalation paths.Operating Model Design: Designed the end-to-end customer journey, standardising handovers between Sales, Science, and Product to ensure a predictable and value-driven experience.Commercial Strategy: Partnered with GTM leadership to refine pricing, packaging, and expansion playbooks for a £4.5 ARR portfolio of strategic accountsStrategic Remediation: Acted as the senior lead on high-stakes enterprise accounts, restoring customer confidence and protecting revenue during a critical scale-up phase.
EDUCATION
Universidad Católica Boliviana
Bachelor's degree, Political sciences.
ABOUT MARGARET MAGGS ELLIOT
I build commercial-first Customer Success engines that turn technical domain expertise into predictable, high-expansion revenue.Whether joining at the pre-seed stage to launch a new product line or stepping into a high-growth scale-up to operationalize the post-sales journey, I focus on the machinery that makes NRR growth and enterprise scale inevitable.Key Milestones: Scaling from £0 to £4.5M+: As Employee #10 at Kurrent (formerly Event Store), I built the CS and GTM function from scratch, launching a cloud offering that reached £1.5M ARR in 18 months. Enterprise Retention & Expansion: Managed global strategic portfolios for ProcessMaker and Kurrent—including AWS, Walmart, Xero, and the DVLA—maintaining consistent 120%+ NRR and 90%+ retention. Operational Architecture: Specialist in the \"builder\" phase of CS - deploying the full GTM tech stack (Zendesk, HubSpot, Intercom), designing customer journey playbooks, and aligning Science/Product roadmaps with commercial outcomes.I am a bilingual (English/Spanish) systems thinker who bridges the gap between complex technical products and the C-suite. I thrive in the Seed to Series B phase, steering both the strategy and the execution required to secure commercial traction and investor confidence.Core Focus: GTM Strategy | NRR Maximization | Marketplace Launches (AWS/Azure/GCP)| Revenue Operations | Strategic Account Management. LSE Alumna (Data Analysis for Management).
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