Vincent Ganne

Senior leader with extensive commercial, operational and digital transformation experience in SaaS and EdTech, I lead Customer Success, Onboarding & Marketing at Firefly (£multi-million Ed-Tech subscription business) and have just seen them through successful VC exit and PE-backed acquisition. I’ve built, restructured and led Success, Onboarding, Support & Marketing functions, improving process, software and customer experience, and aligning them for greater automation, efficiency and scale. I have delivered high impact go-to-market, acquisition, engagement & retention strategies across the UK and international markets. I have worked at SMT and Board level, supporting growth strategies, series funding and now exit strategies. I have a great track record of creating, managing and nurturing high performing teams and I am passionate about fostering a growth mindset.

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  Building a team

  Passion for leading and coaching global teams with expertise building marketing, customer success, onboarding & L1-L3 support teams for growth and aligning functions for operational efficiency

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  Customer success

  10 years experience in SaaS / CS, currently heading CS of £5m ARR business, 900 accounts, achieving 87% revenue retention, £450k up-sell/cross-sell, +30 NPS score

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  Go to market strategy

  Expertise delivering global go-to-market and commercial strategies including product line, pricing strategy, product launches, rebranding, repositioning etc.

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  Growth marketing

  Expertise devising marketing strategy from demand gen, brand, content, events, ABM to marketing technology (Hubspot / Marketo) and improving lead gen & automation

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  Mindset coaching

  I have extensive culture-change and organizational redesign experience, underpinned by a strong service and growth mind-set approach. I am passionate about leadership, employee engagement and learning. I have managed, led and coached global, physical & virtual teams.

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  Technology and tools

  Deployed and used multiple CRM and business productivity platforms (Hubspot, ChargeBee). Currently using Salesforce and tasked with process optimisation from SDR, Sales to Customer Success

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  Hubspot

  8 years of experience

  Deployed multiple CRM, Sales, Marketing, Customer Success and Support modules migrating from previous Sugar CRM platform. Included GTM process creation, sales solution deployment, on-boarding, Chat bot, FAQ, Level 1 support as well as escalations

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  Salesforce

  11 years of experience

  Currently using Salesforce and tasked with process optimisation from SDR, Sales to Customer Success. Deploying ChargeBee subscription management software and integrating CRM and subscriptions with two recently acquired companies

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  SaaS

  10-year SaaS expertise in a variety of roles including commercial (pre-sales, SDR, customer success), operational (customer support, voice of customer, software deployment e.g. CRM, marketing, service, knowledge, platforms) to growth marketing (demand gen, brand, advocacy, communities)

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  Education

  Digital transformation of education expertise in a variety of roles including commercial (pre-sales, SDR, customer success), operational (customer support, voice of customer, software deployment e.g. CRM, marketing, service, knowledge, platforms) to growth marketing (demand gen, brand, advocacy, communities)

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  EdTech

  Scaling and growth expertise in a variety of roles including commercial (pre-sales, SDR, customer success), operational (customer support, voice of customer, software deployment e.g. CRM, marketing, service, knowledge, platforms) to growth marketing (demand gen, brand, advocacy, communities)