Chelsea Alagoa | Customer Success Manager application, Juicebox

Your advert, my evidence

Each row takes a line from the Juicebox advert and shows what I have done against it.

Juicebox requirements matched to my experience and results
Juicebox asks for	What I have done	The result
Own a portfolio across onboarding, adoption, expansion and renewal	At Be Applied (de-biased hiring software), managed about £600k ARR across 80+ start-up, mid-market and enterprise accounts, from onboarding to renewal.	89% implementation success; 85% using key features within 30 days
Identify and close expansion opportunities	Used health scoring and engagement workflows to spot growth early. When a start-up client raised funding, expanded the account with global reporting.	Averaged 122% NRR; every quarterly GRR and expansion target hit
Own renewals, pricing and commercial conversations	Ran every renewal and pricing negotiation across the Be Applied book. In my current role, built a churn recovery framework and win-back motion.	18% of previously churned revenue won back over nine months
Complex buying processes and multi-threaded relationships	Two central government departments, both among Be Applied's top five accounts: civil service procurement, multi-level sign-offs and strict compliance requirements. Worked with the Senior Product Manager and Head of Engineering to manage their bespoke reporting in Redash.	Both renewed and expanded
Drive adoption and guide change management	Replaced email cancellations with an exit survey and workflow, rolled out across teams while still optional.	82% of cancellations processed through it over ten months, before it becomes the required process in new contract terms; two other group businesses adopted it
AI workflow expertise	Recorded a demo of domain-specific AI agents answering senior leadership questions in real time; co-developed a business case for an AI digital workforce.	Databricks Genie One and Agent Bricks added to the roadmap
Lead ROI discussions and QBRs	Success plans and quarterly or annual reviews timed to each client's hiring cycle. Turned an at-risk client from red to green within eight weeks, then presented results to their SLT and trustees before renewal.	Renewed and expanded
Improve the Customer Success playbook	At a UK professional services compliance business serving 3,000 schools and trusts, built the CS operating model, lifecycle processes, churn-risk playbooks and retention measures from scratch.	Churn-risk playbooks live in service delivery; directors agreed GRR, NRR and retention measures; client-request RACI adopted cross-functionally by the Director of Operations
Executive presence with senior stakeholders	Led an SLT churn workshop; presented at a portfolio-wide operational excellence workshop; presented to client SLTs and trustees; ECB advisory work; panel speaker at Lord's.	Tiered pricing, new trust offerings and win-back campaigns commissioned; process adopted by two other group businesses
3+ years with a revenue target	Be Applied: owned renewals, pricing and expansion on a £600k ARR book, with 20% variable pay tied to revenue. Current role: retention and win-back revenue. Ran Elev8 Performance UK for six years, owning all revenue, grown through referrals.	Averaged 122% NRR against a 110% NRR target
HR or talent tech experience	Be Applied, de-biased hiring software; recruitment panel experience at HMRC.	Direct overlap with Juicebox buyers: talent teams and hiring managers

Three case studies

From red to green before renewal

Situation: A Be Applied client's account was RAG rated red when I inherited it. Their HR team was non-technical and needed webhook and API integrations to get full value from the product.
What I did: Guided the team through the integrations, then presented the results to their SLT and trustees before the renewal decision.
Result: The account moved from red to green within eight weeks, ahead of renewal. The team reported saving about 22 hours a week during peak hiring, and the client renewed and expanded.

Building churn recovery from scratch

Situation: I joined a UK professional services compliance business serving 3,000 schools and trusts shortly after it acquired a competitor. There was no Customer Success function or reliable retention data, and buying involves tenders, public budgets and trust boards.
What I did: Built a churn recovery framework and win-back motion. Replaced email cancellations with an exit survey and workflow, then led an SLT workshop on the churn data.
Result: 18% of previously churned revenue won back over nine months. 82% of cancellations went through the new workflow over ten months. Leadership commissioned tiered pricing, new trust offerings and win-back campaigns, and two other group businesses adopted the process.

Renewing two central government accounts

Situation: Two of Be Applied's top five accounts, both in my book, were central government departments, with civil service procurement frameworks, multi-level sign-offs and strict compliance requirements. They came to me largely because of my civil service experience.
What I did: Planned each renewal around the decision-makers and budget cycle. Worked with the Senior Product Manager and Head of Engineering to manage their bespoke reporting in Redash.
Result: Both departments renewed and expanded.

My first 90 days at Juicebox

Learn the product as a user. Run real searches in Juicebox, and shadow onboarding, renewal and QBR calls across enterprise talent teams, start-up founders, staffing firms and VC talent partners.
Know my portfolio. Map each account's usage, renewal date and stakeholders (end users, champions, TA Ops leaders, hiring managers) and flag any that rely on a single contact.
Agree what good looks like. Work with the VP of CS on the metrics that matter, including what a customer's first "aha" moment is and the early signals of expansion or churn.
Run success plans and QBRs. Build success plans with priority accounts around their hiring goals, and lead ROI-focused reviews ahead of each renewal.
Work onboarding, expansion and renewal together. Start renewal conversations early and act on growth signals such as funding rounds, new teams and rising usage.
Improve the playbook. Write up what worked, from onboarding to first value through to risk and expansion triggers, and share it with the team.
Scale with AI. Build and share AI workflows for repeated CS tasks such as account research and QBR preparation.

How this site was built

I built this site with Claude Code, from mapping the advert against my evidence to checking every claim on the page before publishing. The prompts and steps are documented on GitHub, as an example of how I use AI as a working tool with clear inputs, checks and a record of what was done.

See the build log and code on GitHub

Contact

I am available to work on-site in London. I would welcome a conversation about the role.