Matt Kidd
Customer Success Engineer @Bright Ascension Ltd
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WORK HISTORY
Customer Success Engineer @Bright Ascension Ltd
Scotland, GB
As the most senior member of a small team, I’ve built broad expertise by wearing many hats. This experience has given me a deep understanding of customer needs and helped me to drive improvements that enhance customer satisfaction and retention.🧩 Act as a voice of the customer, advocating for customer needs across internal discussions with product, engineering, and leadership Led cross-functional workshops with senior leaders to review the customer journey, highlight friction points, and drive improvements Defined a comprehensive company-wide support process document including workflows, escalation paths, and SLAs Leading the development of a new customer portal—introducing new features like account creation, licence management, product downloads, and community forums Represent the company at global trade shows & conferences Support customer sales calls with live product demonstrations Provide comprehensive multi-day training to global customers through both remote and onsite sessions Onboard and train new employees on internal processes, tools, and product knowledge Designed a company-wide documentation framework using the Diátaxis model Authored extensive product documentation, including tutorials, feature guides, and onboarding material Developed documentation style sheets and variable sets to improve consistency and accessibility Leading the development of a new Antora-based documentation website for customers Support the full customer journey: pre-sales, onboarding, training, troubleshooting, and retention Provide L1/L2 support across all product lines Coordinate L1–L3 support collaboration to resolve complex technical issues and improve support response quality
EDUCATION
Glasgow Caledonian University
BEng First Class Honours Software Engineering
ABOUT MATT KIDD
With 7 years of industry experience spanning both engineering and customer success, I specialise in improving customer experience to help businesses grow. My background bridges software engineering and customer-facing roles, providing a unique blend of technical expertise and client insight. As the most senior member of my team, I’ve built broad expertise by wearing many hats. This experience has given me a deep understanding of customer needs and helped me to drive improvements that enhance customer satisfaction and retention. I have experience supporting customers through the full customer journey, from pre-sales and onboarding through to training, technical support, and long-term success – always aiming to deliver consistent and reliable service.
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