Victoria Fell

Built the Customer Success function from the ground up to support future growth and scale.

• •Defined cross-functional pre/post-sales processes to streamline the customer journey.
• •Created onboarding playbooks and documentation to support faster, more consistent conversions.
• •Designed scalable support and engagement models to drive retention as the customer base grows.

Led the expansion of the Sales Development function in APAC, crafting strategies that enhanced customer outreach and engagement. Cultivated a high-performance culture focused on impactful results.

• •Reduced SDR ramp time from 1 month to 2 weeks via enablement materials.
• •Increased pipeline by 20% through regional insights and GTM alignment.
• •Generated $3M+ in pipeline via ABM campaigns and marketing partnership.
• •Uncovered $2M+ in expansion pipeline through collaboration with AMs.

Oversaw a portfolio of strategic mid-market and enterprise accounts (Deloitte, Canva, NSW Health, Department of Education and Training NSW). Led the APAC CSM team to 97%+ YoY retention while managing a $3M+ enterprise portfolio.

• •Doubled CSM-sourced pipeline within the first six months.
• •Reduced manual reporting time by 40% and improved forecasting accuracy.
• •Achieved 90%+ SLA on resolving challenging customer issues and escalations.
• •Drove 30% YoY growth through strategic cross-sell initiatives.
• •Halved response times and boosted CSAT by 6% by launching APAC support operations.
• •Cut onboarding time from 60 to 30 days, accelerating adoption by 15%.
• •Secured $2M+ in retention and generated $3M+ in new pipeline through APAC-specific product enhancements.

Managed strategic APAC accounts (Coles, TAFE NSW, Grant Thornton).

• •Achieved 96%+ retention through strategic QBRs and value-led workshops.
• •Drove 45% feature usage uplift within 2 months through tailored training.
• •Increased license adoption by 28% via targeted customer campaigns.
• •Boosted retention and growth by leading weekly cross-functional teams.
• •Launched the APAC advocacy/case study program.

Owned a portfolio of top enterprise clients (Adobe, AustralianSuper, Macquarie Group, IBM) with a $4M+ book of business.

• •Reduced churn by 12% through ROI-driven educational campaigns and tailored workshops.
• •Achieved 126% of upsell targets in APJ.
• •Established a global CSM structure, piloting the model in APAC by co-managing global accounts (e.g. Salesforce).
• •Launched the first APAC Customer Advisory Board.
• •Created a quarterly customer event series.

Managed a portfolio of enterprise clients.

• •Earned global recognition for managing one of the region's largest accounts within 8 months — client award and published case study.
• •Generated $100K+ in new services revenue in one quarter via a professional services campaign.
• •Leveraged Totango analytics for proactive management.

Led a team of SDRs across Australia and Southeast Asia.

• •Grew pipeline from $500K to $2.1M.
• •Increased brand awareness and lead flow through regional Marketing campaigns.

First SDR in APAC. Exceeded KPIs by 150–250% — Global SDR of the Year 2016.

Telstra subsidiary; early innovator in online video publishing, management and monetisation. Led inbound and outbound lead generation, helping establish Ooyala's APAC growth.

Full accountability for two office sites: profitability, marketing, customer service, business generation and strategy.

Developed and executed go-to-market sales strategies, managed client interactions and coordinated sales activities.