Customer Success

Solutions, Support and Renewals.

Meet the Customer Success Team

Made up of three sub-teams – Solutions, Support and Renewals, our Customer Success Team are a passionate bunch dedicated to helping our customers get the most out of SquaredUp. We asked them to tell us what makes SquaredUp such a great company, and why our customers come back year after year.

Adam Kinniburgh, VP Customer Success

“At SquaredUp, we’ve always put our customers and our community at the heart of everything we do. Our products can solve all sorts of challenges in IT and we absolutely love helping people find those solutions. It’s not just about the technology though, we get as much satisfaction from putting a smile on someone’s face through great support or a smooth renewal as we do from helping them to create awesome dashboards.”

Ashley Thompson, Lead Solutions Engineer

“Our team of technical experts works very closely with customers to ensure SquaredUp helps them achieve their monitoring goals. On top of technical demos, we provide product training, best practice advice and general technical assistance as they build out their SquaredUp environments. Our SCOM, Azure and SquaredUp experts spend a good amount of time understanding each customer’s unique needs so that we can tailor a solution that works best for them.”

Mike Halfacree, Customer Support Manager

“We are the friendly one-stop-shop for solving all of our customers’ technical problems. With a target response time of 1h (during support hours), we prioritize solving problems quickly, effectively, but most importantly, in a way that exceeds the customer’s expectations. We also act as the customer advocate for new feature requests and bug fixes in our frequent meetings with the Development team. We’re proud of our Customer Satisfaction score of 98% and the positive feedback we receive from our customers, but we don’t rest on our laurels and are always working hard to maintain and even better this.”

Natalie White, Sales Operations Manager

“As the friendly face of SquaredUp, we love speaking to our customers and take pride in helping them get the most out of their purchase. Whether it is working out the most suitable license for their business or referring them to the appropriate technical teams, we work hard to make sure that our customers are satisfied with our product. And we are happy that it shows – in our 90% renewal rate and NPS score of 72!”

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I have contacted many vendors seeking support for their products, but SquaredUp’s support has changed the way I view vendors! They were knowledgeable, they listened and offered a solution quickly, without the need for a back and forth. Complete pleasure to work with!

Senior Systems Engineer at a large US healthcare provider