Steven Goulding

WORK HISTORY

ABOUT STEVEN GOULDING

I build and scale customer success functions that drive measurable impact - for clients, teams, and the wider business. Over the past decade, I’ve helped turn a startup into an established SaaS company by improving retention, revenue, and relationships. Always putting customer value at the centre of every decision.I love doing this because when it’s done right, customer success isn’t about chasing satisfaction scores - it’s about understanding what actually drives trust, growth, and long-term partnership. I’ve spent enough years around NPS to know it’s a flawed but useful mirror - what really matters is whether your customers want to work with you again tomorrow. That’s what motivates me.I work with law firms, growing tech companies, leadership teams, and customer success professionals who want to turn their customer base into a genuine growth engine - not a reactive support function.I blend strategic leadership with a hands-on approach. I’ve scaled a team from startup to acquisition, acted as day-to-day contact for enterprise clients, and influenced board-level strategy, all while keeping the customer front and centre. I’m as comfortable designing a retention playbook as I am leading a QBR with a top-tier client or mentoring and developing the team. Always happy to connect with like-minded people across SaaS, strategy, sport.Just drop me a message here on LinkedIn - I’m always up for a conversation.