ADAM ROBERTS
Enterprise Customer Success Executive
Indianapolis, USA | roberts.john.adam@gmail.com | +1 317 514 4713 | linkedin.com/in/adamroberts
EXECUTIVE SUMMARY
Customer Success executive with a proven record of building and scaling CS organizations in enterprise SaaS. Built Customer Success, RevOps, and Support functions from the ground up at a high-growth ESG platform, driving 156% NRR and 2x YoY revenue growth for four consecutive years. Deep expertise in financial services, serving asset managers and institutional investors navigating complex regulatory environments including CSRD, ISSB, and SFDR. Track record of guiding enterprise customers through platform adoption and business transformation while building trusted C-level partnerships.
EXPERIENCE
CLARITY AI Venture-backed platform for ESG and sustainability data, analytics, and reporting
Head of Client Success | April 2021 - Present | Indianapolis, USA
- Built Customer Success, Support, and RevOps organizations from the ground up; hired and developed 14-person global team (10 direct reports) with 100% OKR attainment and 90% talent retention
- Drove 2x YoY revenue growth for four consecutive years; achieved 156% NRR (2024) and 139%+ NRR for four years running through proactive, white-glove customer partnerships
- Led strategic CS transformation from account management to opportunity-generation model - delivered 110% of upsell target in Year 1 with new engagement framework, training, and governance
- Owned full client portfolio ($15 Trillion AUM) serving asset managers, asset owners, and financial institutions; acted as final escalation authority and executive sponsor for strategic accounts
- Built trusted advisory relationships with C-suite stakeholders (CFOs, Chief Sustainability Officers, Heads of Risk) to drive platform adoption and long-term value realization
- Reduced gross churn to under 5% and client time-to-value from 5 months to 1.5 months through cross-functional process optimization
- Managed direct portfolio of $3.5M ARR while simultaneously leading the CS organization
- Designed tiered service model achieving 4x improvement in priority-weighted CSAT; automated workflows for 2.5x productivity gain
- Established Salesforce-based RevOps architecture; integrated call intelligence (Momentum) for automated CRM enrichment and executive briefings
- Served as strategic partner to two CROs on GTM strategy, renewal forecasting, and commercial operations
Solutions Lead | July 2019 - April 2021 | Madrid, Spain
- Launched go-to-market for first vertical (Financial Market Participants); achieved 100% gross retention and 140% net retention
- Managed strategic enterprise accounts including BlackRock and Deutsche Borse/Qontigo
- Implemented Salesforce CRM and launched B2B marketing automation (Pardot), resulting in 3x increase in sales pipeline
SPE CONSULTING Strategic and operational consultancy for SMEs
Consulting Manager | May 2013 - February 2019 | Madrid, Spain
- Led agile teams of up to 10 consultants and data scientists delivering strategic and operational solutions
- Partnered with C-suite executives on strategy development 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 MBA - ESADE Business School and Chicago Booth School of Business MA Economics - University of Toronto BA Honours Economics - York University
SKILLS
Tools: Salesforce (architecture and automation), Momentum, RevSetter, Pardot, HubSpot, Snowflake, Tableau, QuickSight Technical: Python, R, SQL, product analytics (Heap, Amplitude) Languages: English (Native), Spanish (Fluent), French (Fluent)