Combined value of the managed client portfolio
Jamie Canavan · Customer Success Portfolio
Customer Success, powered by evidence.
I help e-commerce teams turn AdTech SaaS into measurable adoption, retention and growth - combining trusted account leadership with hands-on experimentation.
About
A customer advocate with a commercial, analytical edge.
I’m a Customer Success professional specialising in AdTech & MarTech SaaS, e-commerce and product-data optimisation.
I enjoy making complex platforms useful; understanding what a customer is trying to achieve, finding the clearest route to value and bringing internal and external stakeholders with me. My work spans strategic account ownership, experimentation, paid-shopping performance, enablement, transformation programmes and commercial growth.
Laithwaites Wine
Footasylum
Pure Electric - Local SEO Project
Portfolio value is shown in aggregate. Client-level contract values and confidential account information are intentionally omitted.
Featured case study 01
Footasylum: turning image evidence into a catalogue-wide rule.
A clear creative hypothesis, a controlled 30-day test and a result strong enough to change the way footwear was presented at scale.
Image optimisation · Google Shopping
From a single side-view shoe to an angled pair shot.
Objective
Improve the clarity and shelf presence of footwear images in the shopping carousel.
Action
Replaced the main on-site image with alternate image one for a balanced footwear cohort.
Outcome
The alternative won on reach, engagement and cost efficiency, supporting permanent rollout.
+31.32%Clicks
-3.46%Avg. CPC
+£168kRevenue
Before
Single side-view product image.
After
Angled pair shot.
Before
After
Before
After
Before
After
Before
After
The test was made permanent across applicable footwear products. Images are representative examples supplied from the original experiment.
Featured case study 02
Pure Electric: a stronger local-search presence across UK stores.
What began as a quality concern became a structured Google Business Profile improvement programme with measurable customer actions.
Raised the opportunity
Flagged inconsistent and under-optimised location profiles, then defined a repeatable approach across the store network.
Built the system
Completed keyword research, improved store information, introduced product listings and promotional posts, and created review-support materials.
Made the result visible
Compared August and September performance across the profile estate and presented the improvement story to the board.
Every tracked location improved across the programme’s reporting period. Percentages above are portfolio-level changes reported in the supplied project presentation.
Optimisation Library: More Success Stories
More hypotheses that produced a positive signal.
Visibility. Relevance. Conversion. All improved under my careful guidance. Expert knowledge utilised to improve product titles, descriptions, images and product type taxonomy.
Football-kit product type taxonomy improvements
- Objective
- Match product types to high-intent kit searches and improve campaign relevance.
- Positive outcome
- +43.13%clicks+42.87%CTR+7.58%ROAS
Influencer terms utilised in product titles & descriptions
- Objective
- Test whether adding a relevant influencer term could capture incremental, qualified demand.
- Positive outcome
- +124.08%clicks+28.64%ROAS
Seasonal & offer-led terms added to product type taxonomy
- Objective
- Use seasonal product-type language to reach deal-led shoppers more efficiently.
- Positive outcome
- +21.56%clicks−9.20%average CPC+0.68%ROAS
Christmas sale copy added to product descriptions
- Objective
- Introduce concise sale copy during the peak festive trading window.
- Positive outcome
- +25.20%ROAS+3.63%CTR
Autumn / Winter seasonal experimentation
- Objective
- Improve discovery of the seasonal range using focused product taxonomy.
- Positive outcome
- +15.36%clicks+47.86%ROAS
Adding Festive/Gifting terms to product types, descriptions and highlights
- Objective
- Build gift-led product types around seasonal intent without sacrificing efficiency.
- Positive outcome
- +15.24%clicks−1.21%average CPC+10.44%ROAS
Full product type rebuild
- Objective
- Replace weak taxonomy with clearer, search-aligned product classifications.
- Positive outcome
- +1,531.58%clicks+170.65%ROAS
Adding competitor terms to backend data fields
- Objective
- Test competitor-aware taxonomy as a route to higher-value traffic.
- Positive outcome
- +51.98%ROAS
Cleaner product type taxonomy
- Objective
- Remove low-value wording from product types so the remaining taxonomy carried clearer intent.
- Positive outcome
- +48.35%clicks+1.21%ROAS
Strengths
Four capabilities anchor my customer work.
Strategic Customer Success
- Retention and renewal
- Executive business reviews
- Adoption and enablement
Adept Technical Expertise
- Results driven mindset
- Data analysis
- Scale-up decisions
e-Commerce Knowledge
- Consumer behaviour
- Data optimisation
- Campaign performance
Commercial Ownership
- Account expansion
- Project delivery
- Stakeholder alignment
Customer success outcomes
Trusted relationships protected and expanded accounts.
Retention
Proven track record of delivering great results, building strong relationships and retaining my clients.
Turnaround
Took over dissatisfied strategic accounts, rebuilt direction and delivered new optimisation outcomes.
Re-engagement
Reactivated long-standing self-serve customers through targeted training and clearer use cases.
Expansion
Converted successful trials and service outcomes into module, service and capacity upgrades.
Transformation delivery
I make complex change understandable and actionable.
Data migrations
Re-mapped and rebuilt product-data structures for continuity, cleaner data and new campaign opportunities.
Brand repositioning
Supported simultaneous website, range and data change without losing customer momentum.
Account cleanup
Removed outdated rules and discontinued logic to simplify workflows and improve usability.
Inventory strategy
Introduced stock-aware campaign controls to reduce spend on weak product availability.
How I work
Insight becomes a repeatable decision system.
Diagnose
Clarify the customer goal, baseline performance and data constraints.
Hypothesise
Select a high-value change with a measurable success criterion.
Test
Create a balanced experiment and protect against timing or seasonality bias.
Interpret
Read the full performance picture, not one metric in isolation.
Scale
Make winning logic permanent, repeatable and easy for the customer to own.
Brand experience
Trusted across ambitious retail and e-commerce organisations.
Career journey
Built for Customer Success in AdTech SaaS.
BSc Marketing
Built a rigorous grounding in consumer insight, marketing strategy and commercial decision-making at the University of Plymouth.
Digital Marketing Internship
Initiated and delivered a multi-location search-presence programme, supported launch content and presented the outcome to senior leaders within an e-mobility retailer.
MSc Digital & Social Media Marketing
Completed a masters degree, specialising in areas such as SEO, social media marketing & data analytics.
AdTech SaaS Customer Success
Owned a mix of mid-market & enterprise strategic e-commerce accounts across adoption, experimentation, migrations, retention, enablement and expansion.
Outcome storytelling
Turned local-search analysis into an evidence-led programme and presented the result to senior leadership.
Marketing specialism
Combined undergraduate marketing foundations with postgraduate digital and social media expertise.
Strategic ownership
Balanced adoption, performance, renewal and expansion across a varied e-commerce customer portfolio.
Education & credentials
Formal marketing education supports practical SaaS experience.
- MSc
- Digital & Social Media MarketingUniversity of Plymouth · 2022–2023
- BSc (Hons)
- MarketingUniversity of Plymouth · 2017–2021
- Certificate
- Digital & Data Driven MarketingInstitute of Data & Marketing
Additional learning includes Fundamentals of Digital Marketing and Marketing in the 21st Century.
