Jon Mell is a customer success leader with more than 15 years of experience building and scaling CS organizations across global B2B SaaS companies. He founded IBM’s first global Customer Success function and has since held Chief Customer Officer roles at growth-stage UK scale-ups, as well as leading a globally distributed CS team across four acquired businesses at Simpro Group. Jon’s experience spans building teams from scratch, redesigning inherited CS functions, integrating customer success through M&A activity, and implementing AI-driven engagement models to manage large customer portfolios efficiently. Having worked across enterprise environments, high-velocity scale-ups, and private equity-backed companies, he brings a practical perspective on how to build customer success organizations that drive retention, expansion, and revenue outcomes. Based in the UK, Jon has led CS teams across EMEA, the Americas, and APJ throughout his career.