Lewis Bartlett

Experience

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  Mid Essex Hospital NHS Trust

  Sept 2013 - May 2014

  Sustainable Development Intern

  I held the position of sustainable development intern within a small team and was a key contributor to agreeing and setting sustainability objectives for the Trust, project delivery, report writing, data analysis and informational writing, promotional planning, and marketing production.

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  Jack's Point Golf Course & Clubhouse

  Oct 2014 - Feb 2015

  Golf Operations Assistant

  An integral role within a small team managing and delivering the golf operations including meeting sales targets, promotion and selling of high-end retail goods, effective problem solving and implementing solutions, and customer engagement whilst ensuring a high standard of care was delivered.

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  CHARLOTTE PASS VILLAGE PTY LTD

  Jun 2015 - Sept 2015

  Assistant Ski Rental Manager

  During my travel experience I was employed within a local ski rental shop. Reports and duties included sole responsibility of the rental shop during the week, supplying guests with suitable equipment and appropriate training, technical support and assisting with maintenance and repairs within a timely manner, whilst delivering an unrivalled standard of customer care to ensure guests returned and the resort brand promoted.

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  Amazing Cleaning Services

  Sept 2015 - Feb 2016

  Technician
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  Sports Tours

  Mar 2016 - Nov 2017

  • Key member of the events and travel packages sales team, selling a wide variety of UK, European and Worldwide package tours. • Consultative sales and negotiation approach, providing the most appropriate package for each client while maximizing revenue through upsells.• Extensive knowledge of sales offerings, specialising in UK and European football and rugby tours. • Worked onsite at UK-based rugby and football events. Event set-up/pack down, company representative, ground marshall and administrator. Exposure to leading a team of event staff. Show less

  • UK Events Manager

    Jul 2017 - Nov 2017

  • Tour and Sales Consultant

    Mar 2016 - Jul 2017
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  VIP SKI

  Dec 2017 - Apr 2018

  Ski Guide & Night Manager

  • Varied role as part of the Hotel Theodul management team.• Primary role as a ski guide to guests of varying ages and abilities, which involved establishing trust through excellent communication and a flexible approach.• Worked as Night Manager on a shift pattern where I was solely responsible for the care and safety of hotel guests overnight. • Maintained relationships and promoted resort suppliers, ensuring that guests could use suppliers where they would receive a high standard of care. Show less

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  Sports Tours

  May 2018 - Apr 2022

  • Overall responsibility of the planning and delivery for rugby and football tournaments for between 500 and 4000 people. • Operational and logistical aspects of event planning such as venue/facilities hire, contract negotiation, budget management, sourcing and contracting accommodation and relationship management. • Senior point of escalation on-site while training and managing event ambassadors. • Collaborated regularly with marketing and senior management to promote event sales, while also contributing towards sales targets during off-peak months. • Comprehensive knowledge of package offerings leading to company-high sales conversion rate of at least 20%.• Ongoing mentoring and product training of a small, diverse team. Show less

  • Events Manager

    Sept 2018 - Apr 2022

  • Project Manager

    May 2018 - Sept 2018
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  Glisser

  Apr 2022 - Jan 2023

  Customer Success Operations Manager

  • Product expert. Onboarding and training of 20+ enterprise-level clients with a combined revenue of over $800k.• Customer Success Manager of the Quarter, Q4 2022.• Increased product adoption by empowering customers to navigate the front-end, back-end, settings, and reporting areas of Glisser. • Proactive outreach for additional training and best practice review when product usage matrix dropped in Strikedeck – the customer success platform measuring customer health.• Collaborated with sales, development, marketing, and leadership teams to improve the client experience by providing quantitative client feedback and feature requests.• Project management of complex events reaching audiences of over 50,000 people.• Creating and improving support articles via WordPress on an ongoing basis. Show less

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  TryHackMe

  Mar 2023 - now

  • Serving as the trusted advisor for customers (155 clients with TCV of $1.44M as of Jan 2025), building relationships with key stakeholders and users within the account base. • Build and execute success plans with your customers, ensuring their actions are tied to measurable outcomes and a positive ROI• Proactively monitor the health of your accounts and tactfully drive actions to ensure optimal health and renewals - in 2024 I closed $596k in Renewals, finishing with NRR of 132% for the year• Identify opportunities for expansion together with sales, including additional use cases both within and across our product suite - in 2024 I closed $307k in expansions (153% to target)• Contribute to the development of customer content, including case studies, webinars, and our referral program• Amplify the voice of customers, advocating on their behalf with product, content and engineering teams - I have lead the team on passing feedback and requests to our product and content teams, including involving clients in Beta programs for new features.• I am the lead for our CSP, ChurnZero, having managed the implementation and creation/management of all CS playbooks and workflows. Previously I managed our usage of Planhat.• Other projects have included the launch of a new CS feature within the product called Success Centres, Email campaigns in ChurnZero and CustomerIO, conducting interviews, planning and implementing customer journeys, building Health Scores and NPS campaigns as well as various automations related to CS processes. Show less - 2nd Hire in the Customer Success team - Assisting the CSM to manage a portfolio of Enterprise customers, with a view to eventually looking after your own portfolio - I took on my own portfolio of 50 clients in my first month of joining the company, which quickly grew to over 100 clients a month later. At its peak, my portfolio was over 170 clients.- Within the first month of my role I took on renewal and expansion discussions to assist the Senior CSM. I immediately had an impact and was able to turn this from a reactive to proactive process, ensuring all clients are now being contacted 90 days prior to their renewal. - Onboarded over 115 customers during my time in the role. - Analyse data that will assist the team, review product usage and highlight areas we can take action on- Advocate existing customer needs and issues cross-departmentally, ultimately playing a part in being the voice of the customer - I am a passionate and vocal advocate for more CS/Product crossover, resulting in the creation of regular meetings with Product for updates on feature requests and developments - Proactively reach out to customers with recommendations on optimising their usage of TryHackMe. Show less

  • Customer Success Manager

    Jan 2024 - now

  • Junior Customer Success Manager

    Mar 2023 - Jan 2024