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 high-performing 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 in complex, regulated environments including CSRD, ISSB, and SFDR compliance. Track record of guiding customers through enterprise transformation and platform adoption while building trusted C-level partnerships and driving measurable value realization.
EXPERIENCE
CLARITY AI High-growth platform for ESG and sustainability data, analytics, and reporting serving enterprise financial institutions
Head of Client Success | April 2021 - Present | Indianapolis, USA
- Built Customer Success, Support, and RevOps organizations from the ground up; recruited, developed, and led a high-performing 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 over 139% NRR for four years running through proactive, white-glove customer engagement
- Led strategic transformation from account management to expansion-focused model, delivering 110% of upsell target in Year 1 through new engagement frameworks, training, and governance
- Owned full client portfolio (AUM $15 Trillion) across Financial Services customers in regulated environments; acted as executive sponsor and final escalation authority for strategic accounts
- Built trusted advisory relationships with C-level stakeholders (CFOs, Chief Sustainability Officers, Heads of Risk) to drive enterprise transformation, platform adoption, and long-term value realization
- Reduced gross churn to under 5% through proactive risk management and early intervention; cut time-to-value from 5 months to 1.5 months via cross-functional optimization
- Designed tiered service model achieving 4x improvement in CSAT; implemented data-driven workflows and AI-enhanced tools to scale team efficiency
- Served as strategic partner to two CROs on GTM strategy, renewal forecasting, joint account planning, and expansion pipeline
Solutions Lead | July 2019 - April 2021 | Madrid, Spain
- Launched go-to-market for first vertical (Financial Services); achieved 100% gross retention and 140% net retention across multi-stakeholder enterprise accounts
- Managed strategic accounts including BlackRock and Deutsche Borse/Qontigo through complex, regulated buying environments
- Implemented Salesforce CRM and B2B marketing automation (Pardot), driving 3x increase in sales pipeline
SPE CONSULTING Strategic and operational consultancy
Consulting Manager | May 2013 - February 2019 | Madrid, Spain
- Led agile teams of up to 10 consultants and data scientists delivering strategic solutions to enterprise clients
- Partnered with C-suite executives on strategy development and cross-functional implementation across technology, real estate, and retail sectors
CHARLES RIVER ASSOCIATES Applied economics consultancy
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, Tableau, Snowflake Technical: Python, R, SQL, product analytics (Heap, Amplitude) Languages: English (Native), Spanish (Fluent), French (Fluent)