Theo Lane

Senior Customer Success Manager, Shell - APIs · project management · Gainsight

Shell

Oxford, UK · GMT (UTC+0)

9+ years experience

University of Cambridge

English

Collaborating Open to work

Messaging unavailable

Overview

Currently at Shell, where I work on enterprise onboarding. Onboarded 192 enterprise customers. Cut churn on the onboarding book from 9% to 4%. Before that: Monzo and ASOS. Most at home with APIs and implementation.

Good reasons to reach out

Roles in enterprise onboarding
Collaborators for my side project
Working sessions on APIs
Second opinions on implementation decisions
Thoughtful intros to people in my field

Please don't message about

Agency or outsourcing pitches
SEO and link-building offers
Crypto token projects

Skills

implementationchurn reductionAPIsproject managementGainsight

CollaboratingLooking to collaborate

closes in 3 months

Co-writing a field manual about enterprise onboarding - looking for a co-author

Project: A field manual about enterprise onboarding - looking for a co-author
Skills needed: project management, Gainsight
Time commitment: Weekends
Outcome: Small product with real users

A few hours a week. Async-first.

Oxford, UKchurn reductiongainsightproject management

Open

Open to workLooking for a role

closes in 3 months

Open to Customer Success Manager roles at Series An AI infrastructure companies

Target roles: Customer Success Manager
Level: Mid
Industries: Logistics, Climate tech
Work mode: Remote
Available: 90 days notice
Work authorization: Authorized to work in the UK
What I'm looking for: Hands-on work on Gainsight with room to mentor.
Not interested in: Contract-only roles

9 years in enterprise onboarding. Strongest at APIs and churn reduction. Open to the right conversation.

Oxford, UKimplementationproject managementchurn reduction

Open

Experience

Senior Customer Success Manager
Jan 2023 - Present
Shell · 3 yr 9 mo · Full-time · Oxford, UK
- Kept net revenue retention above 112% on a $19 million book.
- Onboarded 185 enterprise customers.
- Cut churn on the onboarding book from 12% to 6%.
Solutions Engineer
Apr 2019 - Jan 2023
Monzo · 3 yr 9 mo · Full-time · Oxford, UK
- Cut churn on the onboarding book from 15% to 3%.
- Onboarded 183 enterprise customers.
Customer Success Manager
Oct 2017 - Jan 2019
ASOS · 1 yr 3 mo · Full-time · Oxford, UK
- Onboarded 56 enterprise customers.

References

No references yet.

Education

University of Cambridge
BA, Business Administration
2013 - 2016

Details

Compensation expectations

What they are targeting for their next role.

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