Hello, I'm
Heather
I'm a Customer Success and Support Manager who loves solving problems, building relationships and helping businesses get the most out of their technology.
I've worked my way from accounting and customer service into the wonderful world of software and team leadership. Along the way I've discovered that what I enjoy most is making complicated things feel simple, supporting the people around me and finding solutions that make a real difference.
Customer Success | SaaS | Team Leadership | Based in North Wales
I'm a
My Professional
Journey
I've come a long way from my first roles in customer service and accounting to managing business software accounts and now leading a technical support team. I've picked up so much along the way and every role has brought new challenges, new skills and usually a few surprises! I've always been curious about how things work and I'm never one to shy away from learning something completely new. Looking back, I'm really proud of how far I've come and excited to see where my career takes me next.
Manager of Customer Support
Leading a brilliant team supporting business owners with their CRM software. I love finding ways to make support more helpful and accessible, whether that's improving processes, coaching colleagues or turning a difficult customer experience into a positive one. Since stepping into the role I've introduced new support channels, AI-assisted help and clearer ways of measuring how we're doing.
Customer Technical Manager
This role really developed my love of technology and problem-solving. I helped customers get to grips with everything from automations to integrations, often creating Loom videos to explain things in a more personal way. I also built our customer Help Centre from scratch, writing over 800 articles, and worked closely with colleagues and developers to tackle the trickier technical challenges.
Customer Success Manager
Looking after around 215 business accounts using Sage software taught me just how much difference a good customer relationship can make. I enjoyed getting to know each business, helping them get more from their software and finding solutions when things weren't going to plan. My work covered onboarding, training, account reviews, renewals and spotting opportunities to help customers grow.
Accounts Assistant
A great opportunity to build on my accounting knowledge while working directly with customers. Alongside bookkeeping and preparing accounts information, I became responsible for the day-to-day running of the Llangollen office. It gave me a real appreciation for the challenges businesses face and how important it is to have someone approachable and reliable to turn to.
Accounts Administrator
Here I strengthened my organisational skills and developed a solid understanding of business finances. From bank reconciliations and expenses to everyday account administration, accuracy and reliability were a big part of my work. It also gave me experience using financial software and managing responsibilities independently.
Where It All Began
My early roles in customer service, reception and administration helped shape the way I work today. I learned to stay calm when things got busy, communicate with all sorts of people and take pride in being someone others could rely on. Looking back, those experiences gave me a really valuable foundation for everything that's followed.
Don't Just Take My
Word for It
Some lovely things customers have said over the years. I promise I didn't bribe them.
βThrough her singular efforts, we now continue to use GenieAI whilst we explore any further issues...β
A healthcare customer had concerns about protecting sensitive information within the platform. After working through their concerns together, they wrote directly to senior leadership to recognise my support and explain why they'd decided to continue using the software.
βI'd love her to have had a USB stick connected to her I could pop into my laptop, because she has such a great source of knowledge and I could tap into this 24/7!!βFeedback following a GenieAI Accelerator event
Core Expertise
From managing customer accounts to leading a technical support team, I've picked up a wide range of skills along the way. Here's a closer look at the experience and tools I bring to the table.
Customer Success, Support & Everything In Between
I've worked across account management, customer success and technical support, which has given me a pretty good understanding of what customers need at different stages of their journey. I enjoy the relationship side just as much as the technical side and I've learned that knowing your product is only half the battle. Understanding the people using it is just as important.
Looking After Customers
At IT Accounts Support I managed around 215 business accounts, looking after everything from onboarding and training to account reviews, renewals and identifying opportunities for customers to get more from their software.
I've also spent plenty of time working with customers who are frustrated, struggling with a product or considering leaving. I'm comfortable having those conversations and I've found that being calm, honest and having a clear plan can completely change how someone feels about a situation.
Improving the Customer Experience
Since moving into leadership at GenieAI, I've had the opportunity to rethink how our support team operates. I've introduced new support channels, improved our ticket processes, brought in AI-assisted support and developed reporting that helps us understand how the team is performing.
I'm particularly proud of our 97.4% customer satisfaction and 97.7% SLA achievement. I also love finding ways to help customers become more confident with their software, whether that's through onboarding, a quick Loom video or the 800+ help articles I've created.
I'm always asking what we could do better next. It's probably my favourite part of the job.
About Me
The Heather Files
A completely unnecessary collection of facts about me. Some impressive. Some questionable. All true.
In All Seriousness...
I've been really lucky to have a career that's taken me in directions I never expected. From working in accounts and preparing self-assessments to managing Sage software accounts, helping customers navigate a technical CRM platform and eventually being given the opportunity to lead and completely rethink how a support team operates. Each step has taught me something new and I've loved discovering what I'm capable of along the way.
I'm definitely an ideas person. I'm always thinking about what we could improve, what might make things easier and whether there's a better way of doing something. I love seeing an idea come to life, especially when it means my colleagues can spend less time on repetitive tasks and more time giving customers the support they deserve.
I'm proud of where my career has taken me so far, but I'm nowhere near finished. I'm ready for the next chapter and I want to find a role that challenges me, gives me new things to learn and makes me excited to get stuck into the day.
Outside of work, you'll usually find me somewhere up a hill, wandering through the woods with my dogs and kids or getting far too excited about a beautiful bit of Welsh scenery. I'm equally happy tucked up at home with my Kindle and a good fantasy book or disappearing into the latest video game for an embarrassingly long time.
I adore my friends, my family and the life I've built. I love meeting people, hearing their stories and learning from them, I suppose that's what ties everything together for me really! I'm curious about the world, I enjoy life and I'm always looking forward to whatever comes next.
Β© 2026 Heather. All rights reserved.