AYAdrian Young
Customer Success Leader · Dublin, Ireland

I build AI-first Customer Success organisations, and the teams that run them.

Over ten years leading post-sales, account management and revenue teams at Deliveroo, Snapfix and high-growth startups, across Ireland, India, EMEA and North America. At Snapfix I own post-sales across 950+ accounts on an AI-first operating model I built on Claude, combining high-touch, scaled and digital success motions.

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104.8%
Net revenue retention
950+
Accounts owned, post-sales
47%
Of Q1 2026 closed-won, CS-sourced
34→44
NPS, and climbing
93.9%
Renewal rate
The operating model

Three motions, one lean team, an agent layer underneath.

Customer Success stopped being a cost centre the day it started sourcing revenue. I run coverage across the full customer range by matching the motion to the account, then using AI to create capacity instead of adding headcount.

01 / High-touch

Strategic enterprise

High-touch management for the strategic enterprise accounts, where customer value, complexity and risk are highest and the commercial outcome needs a person, not a workflow.

02 / Scaled

Coverage through AI

Scaled coverage across 950+ accounts through AI-enabled workflows. Account health is scored across the estate with tiered intervention sequences, so the team's time goes where judgement moves the number.

03 / Digital

Onboarding as a product

Digital success through a self-serve onboarding platform that moved sub-enterprise customers off CSM-led calls into a product flow, cutting onboarding from about 12 weeks to five.

The AI layer, running in production

Production workflows on Claude, agents and MCP integrations that automate CRM call summaries, account health scoring, intervention sequences, QBR preparation, renewal workbooks and daily account briefings across 950+ accounts. QBR preparation has gone from days to 15 minutes.

Claude API Agents MCP Risk scoring QBR gen Renewals
By the numbers

Retention and expansion, owned.

104.8%
Net revenue retention
91.2%
Gross revenue retention
<10%
Annualised churn, from 20-30%
47%
Of Q1 2026 closed-won, CS-sourced
88
Closed-won expansion opportunities
15min
To prep a QBR, from days
12→5
Onboarding, weeks
40+
Countries served
Experience

Ten years in post-sales and revenue leadership.

Snapfix
Oct 2024 — Present
Director of Customer Success
Operational management SaaS for hotel groups, care homes, facilities and property portfolios. Own post-sales across 950+ accounts in more than 40 countries, concentrated in the UK, Ireland and North America.
  • Retention, renewals and expansion. 104.8% net revenue retention, 91.2% gross revenue retention and a 93.9% renewal rate. Annualised churn from 20-30% to single digits. A six-figure sum in recurring CS-sourced expansion across 88 closed-won opportunities, and roughly 47% of Q1 2026 closed-won revenue.
  • AI-first CS at scale. Production workflows on Claude, agents and MCP integrations that automate CRM call summaries, account health scoring, intervention sequences, QBR preparation, renewal workbooks and daily briefings across 950+ accounts. QBR preparation from days to 15 minutes.
  • An international enterprise customer base. Customers from single-site properties at entry-tier ARR to enterprise accounts, spanning global hotel and hospitality groups, commercial property and real estate, professional services, and engineering and facilities management.
  • Onboarding, rebuilt as a product. Designed and built an end-to-end onboarding platform with Claude Code, Next.js and Postgres. Cut onboarding from about 12 weeks to five, and moved sub-enterprise onboarding from CSM-led calls to a self-serve product flow.
  • Product and customer feedback. Work with Product and Engineering to turn customer signals into roadmap priorities: an overhaul of the checklist experience, enhanced QR-code workflows, and a redesign of user onboarding and creation from a managed service into a self-serve flow.
FoodCloud
Jun 2023 — Oct 2024
Head of Partnerships
Led the account management team for Ireland's leading food redistribution platform. Exceeded income targets and deepened engagement across the retail partner network.
High-growth startup
Jan 2021 — Dec 2022
Head of Customer Success
Book and team, simultaneously. Owned a 30-account enterprise book of contracts ranging from mid-tier to seven-figure ARR, including global technology, marketplace and consumer brands, while building and leading a distributed CS and AM team of eight across EMEA and North America.
  • Carried P&L, forecasting and revenue targets.
  • Led GTM operations for the On-Demand product launch, including pricing and self-serve strategy.
Deliveroo
Mar 2017 — Aug 2020
Head of CS / Account Management, Ireland
Managed key national accounts across a 1,000-client portfolio, delivering average 110% year-on-year growth through acquisition, retention and data-led account management.
  • Hired and led a commercial team of four to six.
  • Ran new market and product launches with Operations, Marketing and Product.
Kerry Group
Sep 2014 — Dec 2016
Commercial Executive
Sales, category management and marketing.
Toolkit

What I build with.

I build the automations my teams run on, then coach the team to use and extend them.

AI & automation
Claude APIAgentsSkillsMCP integrationsAgentic workflow designPrompt-driven automation
Revenue stack
SalesforceHubSpotFathomLookerTableauEqualsSQLChurn & cohort modelling
Build
TypeScriptNext.jsPostgresClaude Code
Education & languages
Diploma, AI for Business — UCD Professional AcademyMerit · 2024
MSc Business — University College Cork1.1 · 2014
BA Hons — Dublin Institute of Technology1.1 · 2012
English (native), French (conversational), Spanish (basic)Languages
Let's talk

Building a Customer Success engine that compounds?

I am open to leadership conversations where commercial ownership, international team building and AI-enabled scale all matter at once.

Email me Connect on LinkedIn