Michael Dowthwaite
About Michael Dowthwaite
Michael Dowthwaite serves as the Chief Customer Officer at Ideagen, where he focuses on enhancing customer satisfaction and retention. He has over 23 years of experience in customer success, having held various leadership roles at Salesforce and other technology firms.
Work at Ideagen Plc
Michael Dowthwaite joined Ideagen as Chief Customer Officer in June 2023. In this role, he is responsible for the success of all Ideagen customers, focusing on enhancing customer satisfaction and retention. He leads the post-sale organization, which encompasses go-to-market strategies, customer experience, professional services, customer success, support, and renewals teams. His extensive experience in customer success initiatives supports Ideagen's commitment to delivering high-quality service to its clients.
Previous Experience at Salesforce
Michael Dowthwaite has held multiple significant roles at Salesforce from 2011 to 2023. He served as the UK&I Practice Lead, Customer Success Group, from 2011 to 2015, followed by his position as Global Practice Lead, Customer Success Group, from 2015 to 2016. He continued to advance within the company, becoming Vice President of the Customer Success Group for International regions from 2019 to 2022. His final role at Salesforce was as Senior Vice President of Customer Success for EMEA from 2022 to 2023. During his tenure, he contributed to defining and leading the customer success business model.
Career Background in Customer Success
Michael Dowthwaite has over 23 years of experience in customer success, sales, and marketing. His career includes leadership roles across various organizations, including DXC Technology, where he was Head of Microsoft Dynamics for EMEA from 2008 to 2011, and Atos, where he worked as a Consultant for four months in 2008. He also worked as a Consultant at Ciber Global from 2006 to 2008 and at NTT DATA from 2002 to 2006. His diverse background has equipped him with a comprehensive understanding of customer success across different regions, including EMEA, APAC, and LATAM.
Education and Expertise
Michael Dowthwaite studied at Cambridge Judge Business School, focusing on International Finance. His educational background complements his extensive professional experience, particularly in customer success and leadership roles. His expertise in customer satisfaction and retention strategies has been pivotal in his career, allowing him to effectively lead teams and initiatives aimed at enhancing customer experiences.