ADAM ROBERTS
Customer Success & Revenue Operations Executive
Indianapolis, USA | roberts.john.adam@gmail.com | +1 317 514 4713 | LinkedIn
EXECUTIVE SUMMARY
Customer Success executive with a proven record of building and scaling high-performing CS organizations in enterprise SaaS environments. Built CS, RevOps, and Support functions from the ground up at a high-growth ESG technology company, driving 156% NRR and 2Ă— YoY revenue growth for four consecutive years. Deep expertise in financial services customer success, serving asset managers and institutional investors navigating complex regulatory environments. Combines hands-on portfolio management ($3.5M ARR direct book) with organizational leadership (14-person global team), delivering proactive, outcomes-based engagement at scale.
EXPERIENCE
Clarity AI
Venture-backed platform for ESG and sustainability data, analytics, and reporting
Head of Client Success | April 2021 – Present | Indianapolis, USA / Madrid, Spain
Organizational Leadership
- Built and scaled Customer Success, Support, and RevOps organizations from the ground up; established foundational processes, workflows, and governance structures
- Recruited, trained, and led a 14-member global team (10 direct reports) across CS, Support, and RevOps; achieved 100% OKR attainment and 90% talent retention (vs. 70% org baseline)
- Set foundation for Product Specialist function; selected and implemented all CS technology stack
- Introduced AI-enhanced workflows and AI-powered tools to increase team efficiency and deliver deeper customer insights
Revenue Performance
- Drove 2× YoY revenue growth for four consecutive years; achieved 156% NRR (2024) and ≥139% NRR for four years running
- Led strategic CS transformation from account management focus to opportunity-generation model—delivered 110% of upsell target in Year 1 through new materials, training, processes, and governance
- Reduced endogenous gross churn to under 5% through proactive, white-glove customer partnerships
- Rebuilt upsell motion, generating 2Ă— increase in upsell pipeline within 8 months
Enterprise Customer Success
- Owned full client portfolio (AUM $15 Trillion) serving asset managers, asset owners, and financial institutions; acted as final escalation authority for Success and Support
- Managed direct portfolio of $3.5M ARR while simultaneously leading the CS organization
- Reduced client time-to-value from 5 months to 1.5 months through cross-functional process optimization
- Designed tiered CS and service model achieving 4Ă— increase in priority-weighted CSAT; automated support workflows for 2.5Ă— productivity improvement
RevOps & Infrastructure
- Established Salesforce-based RevOps architecture: custom objects, flows, reports, and data governance programs
- Integrated Momentum (call intelligence) for automated CRM enrichment, keyword flagging, and executive briefings
- Developed forecasting and segmentation models used for annual planning and pricing strategy
- Served as strategic partner to two CROs on GTM strategy and commercial operations
Solutions Lead | July 2019 – April 2021 | Madrid, Spain
- Launched go-to-market for Clarity AI’s first vertical (Financial Market Participants); achieved 100% gross retention and 140% net retention
- Managed strategic enterprise accounts including BlackRock and Deutsche Börse/Qontigo
- Selected and implemented Salesforce CRM and product analytics infrastructure
- Launched B2B marketing automation (Pardot), resulting in 3Ă— increase in sales pipeline volume
Senior Business Developer | April 2019 – July 2019 | Madrid, Spain
- Led competitive analysis and pricing projects for CEO; developed SaaS pricing model
- Drove company-wide initiative to enhance understanding of customer needs
SPE Consulting
Strategic and operational consultancy for SMEs
Consulting Manager | May 2013 – February 2019 | Madrid, Spain
- Managed agile teams of up to 10 consultants and data scientists delivering quick-response solutions
- Partnered with C-suite executives to develop strategy and implementation across tech, real estate, and retail
Charles River Associates
Applied economics consultancy for competition, IP, and corporate strategy
Associate | June 2011 – August 2013 | Toronto, Canada
- Built valuation models for IP and financing projects for Google, Facebook, and Samsung
- Co-developed game-theory framework for $21 billion merger analysis
EDUCATION
Certificate in ESG Investing — CFA Institute (2023)
MBA — ESADE Business School & Chicago Booth School of Business (2015)
MA Economics — University of Toronto (2011)
BA (Honours) Economics — York University (2010)
CORE COMPETENCIES
| Customer Success Leadership | Revenue Operations & GTM |
|---|---|
| Enterprise CS Strategy & Execution | Salesforce Architecture & Automation |
| Proactive, Outcomes-Based Engagement | Renewal Forecasting & Risk Management |
| C-Level Relationship Building | Revenue Intelligence (Momentum, RevSetter) |
| Team Building & Talent Development | Marketing Automation (Pardot, HubSpot) |
| Premium/Signature Experience Design | Data Visualization (Tableau, QuickSight) |
| Customer Lifecycle Management | AI-Enhanced Workflow Implementation |
| Industry Expertise | Technical Skills |
|---|---|
| ESG & Sustainability Reporting | Python, R, JavaScript |
| Financial Services (Asset Managers, Asset Owners) | Snowflake, SQL |
| Regulatory Compliance (CSRD, ISSB, SFDR) | Product Analytics (Heap, Amplitude) |
| B2B Enterprise SaaS | Knowledge Management (Guru, Confluence) |
LANGUAGES
English (Native) | Spanish (Fluent, 10 years) | French (Fluent, 17 years)
ADDITIONAL
- Marathon finisher: Canada, France, Greece, Japan
- Builder: coded blockchain messaging app and fitness class scheduling app
- Continuous learner with broad intellectual curiosity