Stuart Wilson
Head of Customer Success @Solidatus
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WORK HISTORY
Head of Customer Success @Solidatus
London, GB
Own £9m ARR customer base, with £5m direct responsibility across retention, adoption, and expansion Built Customer Success function from scratch, defining operating model and engagement strategy Implemented customer health scoring (0% → 100% coverage) to enable proactive churn mitigation Partner with CCO on retention strategy, forecasting, and revenue planning Act as executive sponsor for key accounts, managing senior stakeholders and commercial risk
EDUCATION
Oxford Brookes University
BSc (Hons), Computing and Software Engineering
ABOUT STUART WILSON
Customer Success leader specialising in building and scaling CS functions within SaaS businesses.Currently Head of Customer Success at Solidatus, where I own a £9m ARR customer base and lead retention, adoption, and expansion strategy. Reporting into the Chief Customer Officer, I partner closely on revenue forecasting, retention strategy, and executive decision-making.My focus is on turning Customer Success into a measurable commercial driver — improving Net Revenue Retention, reducing churn, and creating structured engagement models that support long-term growth.Previously, I built the Customer Success function at MessageBird (formerly Pusher), contributing to reversing revenue contraction and delivering $7.5M in renewals (104% of target).I bring a strong blend of commercial and technical experience, with a background spanning Customer Success leadership, SaaS operations, and support engineering.Key areas of focus:• Building CS functions from the ground up• Driving retention, expansion, and NRR• Customer lifecycle design and engagement strategy• Cross-functional leadership across Sales, Product, and Engineering• Data-driven customer insights and forecasting
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