Meet Matt, a seasoned customer success and people leader with nearly a decade in cloud software, including over three years at the helm of CS teams. With a dynamic career spanning start-ups like The Key Support Services, scale-ups like PatSnap, and established players like Procore before and after IPO, Matt has navigated diverse SaaS landscapes. He's led both in-person and remote teams across EMEA and APAC, driving through significant industry shifts—from UK education and public sectors in 2014-2017 to construction and development from 2019 to 2024. Known for deploying CS commercialization strategies repeatedly, Matt's focus on the post-sale customer lifecycle has been instrumental. This includes pioneering processes such as risk and growth forecasting, success plans, account plans, and risk mutual action plans. His strategic pivot from Gross Retention to Net Retention and driving CS-generated pipelines has consistently driven business success. Notably, Matt was the inaugural Enterprise CSM/Enterprise CS leader at PatSnap in the Innovation Tech sector and at Procore APAC in Contech, pioneering new standards in customer success leadership