Emily Dawkins
Sense & Structure Consulting
Flexible Customer Success expertise without the overhead
Retain and grow revenue from existing customers
Fluent in what Enterprise buyers expect and want
Move fast in high-growth tech environments
UK-based, embedded in global teams
About
Emily Dawkins
Freelance Customer Success Consultant
🌍📍United Kingdom
I help SaaS companies keep and grow their most valuable customers. I've spent over a decade working with enterprise brands across the UK, Europe and North America.Now I work on a freelance or fractional basis, so businesses get senior Customer Success expertise without the overhead of a full-time hire.
I started Sense & Structure Consulting because business is turbulent right now. Tech and AI evolve so fast that it's a constant struggle to keep pace. Most companies don't believe in a miracle fix. They need someone calm, structured and a little removed from the day-to-day noise to help them make sense of it all.I won't promise an overnight transformation. What I will do is move quickly. After a decade in fast-moving tech, I'm ready to get up to speed quickly and start delivering.I also write Sense & Structure, my newsletter on Customer Success and more.Interested in working together? Get in touch!
UK Customer Success Management
Grow UK revenue with flexible cover tailored to your needs.
Who it's for: Start-ups and scale-ups who need Customer Success resources in the UK but don't have a UK legal entity, aren't ready to hire permanently, or need temporary cover for parental or other leave.
What I offer: A local, hands-on Customer Success resource. Offering ongoing coverage as a permanent-hire alternative, or fixed-term cover while a team member is away. I embed fast, learn your customers and product rapidly, and provide coverage in UK office hours.
Why me: I'm permanently UK-based with over a decade of experience of working as part of global teams in international SaaS businesses. British-born, native English speaker, and fluent in what UK enterprise buyers expect. I'm also a fast learner who's used to onboarding onto new products and platforms quickly with minimal disruption to customers.
Enterprise Customer Success Consulting
Win, retain and grow your most valuable customers
Who it's for: B2B SaaS businesses who need Customer Success leadership on a part-time basis, seeking to target Enterprise companies for the first time, or who have recently won their first Enterprise customer.
What I offer: Consulting to prepare your business to successfully manage, retain and grow your largest and most valuable customers. Support to successfully manage Enterprise organisations, who are highly complex and bring different expectations than smaller businesses. Fractional leadership from 1–3 days per week, building a strong Customer Success function without opening a permanent leadership role until you're ready.
Why me: I have over a decade of experience of managing large, global Enterprises, from multi-national retail brands to large Financial Services and banking customers. I'm an experienced Customer Success Team Lead who understands how to navigate large or global organisations and align internal resources for success.
Customer Journey Design & Analysis
Understand how to keep your customers coming back.
Who it's for: B2B SaaS businesses wanting to improve the customer journey and experience for their existing customers.
What I offer: A tailored package of analysis and design, including segmenting existing customers into appropriate tiers, designing tiered journeys to treat each segment effectively and efficiently, and analysing existing journeys and recommending actionable improvements.
Why me: I have over a decade of experience in Customer Success, specialising in customer journey optimisation. I am conversant with digital behavioural analytics tools including Contentsquare.
Contact
For all enquiries, please email me or find me on LinkedIn.
Contact me to schedule a no-obligation 15-minute introductory call to discuss your requirements.
I write about Customer Success and making sense of work in my weekly newsletter.