Introducing the Council of Customer Success Leadership
The council members of Customer Success Leadership are the driving force behind our community. These experienced and accomplished leaders play a pivotal role in shaping the community’s vision, sharing valuable industry insights, and leading impactful conversations that matter to senior Customer Success professionals.
Each council member brings a unique perspective and a commitment to advancing the profession of Customer Success leadership. Whether they’re hosting events, sharing resources, or offering guidance, they are dedicated to inspiring, supporting, and connecting with you.
Why the Council Exists
The council was established to:
- Foster Leadership Excellence: Guide the community with strategic direction and thought leadership.
- Shape the Conversation: Lead discussions on industry trends and key leadership challenges.
- Support Members: Provide mentorship, resources, and opportunities to connect and grow.
Explore & Connect
Get to know the leaders shaping the future of Customer Success by exploring their profiles. Discover their expertise, learn about their contributions to the community, and connect to build meaningful relationships.
Click below to meet the council members and start collaborating with these industry pioneers today.
Natalie Gwilt
Senior Director, Customer Success, SAP Concur (formerly)
Passionate about people because they are the building blocks to customer retention and business growth. Using her 30+ years of business and leadership experience guiding organisations to be successful at growing their people and their business.
A human being living by my core values of trust, honesty and integrity with the aim of inspiring and guiding Customer Success Teams to be the best they can be in life personally and professionally.
Helping each other and our customers to achieve their desired outcomes.
Concur
Gal Dvir Manager, Customer Success - Capital Markets & Advisory, LSEG
Gal is a Customer Success professional specializing in Capital Markets, with broad experience across various products and asset classes. Passionate about collaboration and team cohesion, Gal thrives in supportive environments that drive high-quality customer service and impactful results. Committed to excellence, Gal enjoys working with like-minded professionals to deliver success.
Outside of work, Gal is an avid lifter, SCUBA diver, and jogger with a keen interest in military history and literature across all genres.
Ali Ahme Head of Customer Success EMEA, Automation Anywhere
Ali is a highly accomplished SaaS leader with a strong track record in revenue retention and expansion. With extensive experience across Big Tech, scale-ups, and startups, Ali excels in building and mentoring high-performing post-sales teams, fostering collaboration with sales and product leaders, and driving C-level engagement to accelerate growth.
Known for transforming teams, implementing innovative strategies, and consistently exceeding KPIs—especially NRR growth and churn reduction— Ali leads with a hands-on approach and a commitment to delivering exceptional results.
Artem Khalilov Head of Customer Success, Resonant People Consulting
As Head of Customer Success at Resonant People Consulting, Artem helps organisations drive sustainable growth by building motivated and resilient teams. He collaborates closely with Customer Success, Sales, HR, and L&D leaders to align talent development strategies with business goals.
With over two decades of experience spanning SaaS, retail, and professional services, Artem has led and scaled high-performing customer success and sales teams across global markets. He has worked with major European household brands, helping them leverage technology in HR and Intelligent Document Processing.
Living in London, Artem enjoys staying on the move and discovering new destinations—whether by plane, car, or boat. Sailing is his preferred way to explore, and as a licensed RYA skipper, he’s always looking for opportunities to spend time on the water.
Aime Stokes
Regional Director, Customer Success @ Instabase
Aime is a dynamic leader in customer success, specializing in building and leading high-performing teams dedicated to the growth and retention of strategic enterprise customers in the software industry. With experience as a founding regional CS hire in fast-paced startups and a background in financial services, Aime brings a unique perspective and deep expertise in driving large-scale technology transformations.
Passionate about fostering an inclusive, high-achieving environment, Aime empowers teams to succeed by embracing their authentic strengths while delivering exceptional customer outcomes.
Tom Payne
Senior Director, Digital Media Customer Success & Services, EMEA, APAC & Japan Adobe
Tom Payne is currently the Senior Director of Digital Media Customer Success for EMEA, APAC & Japan at Adobe. Tom has held multiple leadership roles in Customer Success, driving strategies that help customers maximize the value of their investments while ensuring Adobe’s products and services evolve to meet enterprise needs.
With over 20 years of experience in software-led innovation, Tom is passionate about shaping cutting-edge strategies and technologies that transform how people create, collaborate, and drive business success. He thrives on building high-performing, diverse teams and fostering a culture of innovation and agility.
Based in the UK, Tom balances his fast-paced role with an active lifestyle, including trail running and ultra marathons, alongside a passion for tech-driven hobbies.
All views and experiences expressed within this community are Tom’s own.