About Me

I'm a customer success leader with 15 years experience building and scaling best in class customer success organizations at B2B SaaS companies including Microsoft, Adobe, Experian and Nielsen IQ.

I'm passionate about empowering companies to deliver personal, human first experiences for their customers. I thrive on building collaborative, cross functional relationships that deliver measurable business value for customers and my teams.

Outside of work, I enjoy spending time with my wonderful family - my wife Sarah, and two children George and Ellie. I'm the manager to my son's U10 football team 'The Rooks', a listening volunteer for the Samaritans and business ambassador for Bromley Council.

I'm an active person, enjoying regular exercise at the gym and when time allows I escape to go surfing.

Rob Redman

CUSTOMER SUCCESS LEADER | COACH | MENTOR

EXPERIENCE

2021 - 2024

MICROSOFT

Director, Customer Success Unit

UK

Led and motivated a high-performing team of CSAMs, optimizing customer support for UK financial clients. Exceeded all targets in 2023, securing $720 million cloud revenue. Recognized with UK CSU Manager Excellence Award for exemplary leadership. Implemented innovative delivery excellence initiatives, reducing support backlog by 40% in 3 months. Actively contributed to Microsoft’s strategic initiatives, mentoring new talent and fostering a growth-oriented culture. Keynote speaker at FY22 EMEA Customer Conference, sharing insights on building a Growth Mindset Culture.

2017-2021

Head of Customer Success Best Practice

EMEA

ADOBE Inc.

In roles at Adobe Inc. spanning from January 2013 to April 2021, designed and implemented global Customer Success best practices and programs, ensuring alignment with strategic priorities for a diverse global team as Head of Customer Success Best Practice, EMEA. Concurrently, as Manager of Customer Success in Northern Europe, directed operations for the UK and Nordics, focusing on optimizing client support, driving high solution adoption, and introducing impactful client events. Additionally, as a Senior Customer Success Manager in the UK, spearheaded initiatives to enhance client engagement and drive product adoption, ensuring exceptional retention rates and substantial revenue growth. Daily duties involved strategic planning, team leadership, and proactive client relationship management, all aimed at fostering exceptional customer experiences and revenue generation.

2007-2012

Head of Client Services

UK

EXPERIAN

Led the growth of a digital client services team, supporting over 450 clients. Implemented new KPIs and initiatives, enhancing retention rates and product usage. Developed innovative support services, generating £200k revenue in six months. Created training guides, accreditation materials, and a YouTube channel, driving client engagement. Delivered impactful presentations at client events, enabling data-driven insights across sales, consulting, and marketing through strategic trend analysis.