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English
Birmingham, United Kingdom
Joined November, 2024
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30 min
I’m Conor Pendergrast, a customer support and retention specialist with over 15 years of experience. While you can lightly stalk me on LinkedIn, the summary is that I have worked as a director of information and communication, founded a company to bring an innovative social care tech product to market in the UK, and worked as a senior leader (with a focus on customer success and retention) at fintech startup Expensify for close to 10 years. I love sharing and growing my customer support and retention knowledge so much that I co-hosted the Support Breakfast Podcast for almost sixty episodes, and appeared as a guest on other podcasts too. Outside of work, I live in the UK with my wife and two kids. I am an extremely mediocre triathlete and enjoy the occasional space opera book series.
2013-2014. I was the founder and CEO of Resiflex, a tech startup in the social care space in the UK. As the CEO, I did almost everything, of course!
I worked at Expensify for 10 years, from 2014 to 2024. As a Senior Leader in Expensify's Support & Success org, I was responsible for mentoring and leading a large group of my colleagues, and guiding our growth through customer retention. I led product and process projects, managed a portfolio of business customers, support our outsourced vendors and their agents, and performance managed our internal team.
2009-2013. Overall, my role as the Director of Information and Communication was to enable Positive Care to improve and grow and maintain a leading edge with regard to our competitors through the effective use of information management and information technology, and excellent communication. My main responsibilities were to ensure that internal and external communications and our information systems were user-friendly, efficient and a true asset to the organisation. We used information and communication to make our systems the best-in-class and keep PCI innovative.
Through CustomerSuccess.cx I help B2B SaaS CX leaders grow their careers, empower their teams, and drive meaningful business impact. Whether you’re navigating leadership challenges, struggling to adapt to AI, or striving to make your team more proactive, I’m here to support your journey. I offer coaching and consulting services designed specifically for CX professionals like you - people ready to move beyond firefighting and toward leading thriving teams. Through my coaching, you’ll gain clarity on your career path, strengthen your leadership skills, and unlock your team’s potential. My consulting services focus on actionable strategies to reduce repetitive work, improve customer outcomes, and contribute directly to business growth. Not ready to dive into coaching or consulting just yet? Join my daily email list and get a short email every weekday to learn more about customer support - designed for leaders like you.
I have 15 years of remote work experience. Yes, I started before it was cool.
All of my roles in the last 15 years have involved recruiting and onboarding new hires, to a variety of roles.
I've spent 15 years providing support, feedback and performance management to teams I've led. I approach this through the lens suggested by Radical Candor; care deeply and challenge directly.
I'm a customer support pro, and have spent much of the last 15 years directly interacting with customers. I'm particularly talented at taking the most complicated customer situations, chunking them down the component parts, and patiently working through each until we're all happy.
My 10 years at Expensify involved managing a portfolio of high-value customers, and building out their use of Expensify for the long term. I worked with my internal contacts and their executive stakeholders to onboard them, scope and deliver projects, overhaul their processes, renew their accounts, and support their transitions. I loved that part of my job.
In my time at Resiflex and Expensify, I worked with third-party vendors to deliver products and services. At Expensify, that was primarily with three outsourced customer support/ customer success vendors, who interacted with our customers. We ran through probably every scenario you can think of, from training, to expectation setting, to KPIs and metrics, to performance management and fraud, to overhauling the entire role.
In my time at Resiflex and Expensify, I worked with third-party vendors to deliver products and services. At Expensify, that was primarily with three outsourced customer support/ customer success vendors, who interacted with our customers. We ran through probably every scenario you can think of, from training, to expectation setting, to KPIs and metrics, to performance management and fraud, to overhauling the entire role.
My work at Resiflex and Expensify was within Software as a Service, and is my primary interest
We used Front at Expensify
We used Zendesk at Positive Care and Expensify. I onboarded Positive Care to Zendesk myself
We used Intercom at Resiflex and Expensify. I onboarded both companies to Intercom
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