Nick Davidson
Retention is not a feeling. It is a system, and someone has to build the thing.
of practice
I design the machinery underneath customer success - segmentation, health scoring, success planning, the renewal calendar - and then I stay in the room while it earns its keep with buyers who answer to a regulator.
Most CS teams are staffed before they are designed. The playbook arrives after the first churn, the health score is built for a board slide rather than for the CSM at 9am on a Tuesday, and expansion is a heroic act instead of a repeatable one.
I do the unglamorous version: fewer dashboards, tighter definitions, a handoff ritual from pre-sales that actually holds. Twelve years of it, most recently across a $25M enterprise portfolio in financial services.
Principal CSM, Harness
Via the Split acquisition. Leads the global financial-services segment; the customer lifecycle framework he built - health scoring, milestone tracking, success planning - is now used across the CS organisation.
Founding SE, Abstract
First dedicated solutions engineer. Built demo standards, technical discovery and proof-of-value models from zero, and ran the function through the acquisition by Adobe.
Sr. Solutions Architect, LiveRamp
Enterprise pre-sales for data connectivity - identity resolution, first-party activation and measurement across retail and brands.
Sr. Consultant, RichRelevance
Technical consulting and implementation for AI-driven personalisation across enterprise retail accounts.
words
“Nick was a fierce advocate for his customers, collaborating closely with Sales, Implementation and Support while working directly with Product and Engineering leadership to turn client feedback into impactful product enhancements.”
Worked with Nick at Harness and Split, 2022–2026
“Nick exemplifies ‘Know Your Customer’ and ‘Build Trust Through Transparency’ through his relentless dedication to our largest customers.”
Latest
All dispatches ↗We Skipped a Step
AI promised to give CS people back their time with customers - most orgs aren't fluent enough yet to cash that in.
Still in progress: the health score piece, the MBA piece, the family piece.
BA, Business - Global Leadership
Finished cum laude, on the Dean's List, while running a global enterprise segment full time. A long loop finally closed.
Global Executive MBA
An international programme taught on the ground in four countries, over fifteen months, with no career break. Each residency gets written up here as it is done.
My husband and I are raising two sons with their two moms - four parents, one family. Outside that: seven rides from San Francisco to Los Angeles for HIV/AIDS services and about $25K raised, an aviation habit, a coffee problem, more LEGO than the shelves hold, and two turns as an HOA board president, which is its own kind of stakeholder management.
