Silver Spence is is currently open to opportunities in the E-commerce & SaaS space. She has 10+ years in SaaS Marketing experience and founded 2 E-commerces & a SaaS of her own.

Digital Marketing | Customer Success | Community Manager | UX Designer from SD,CA 🌴

Catch her rock climbing or geeking out about plants.

Se Habla Español

where I’ve worked.

what I’ve done.

Director of Operations & Customer Success → Friends or Friends, Kent UK

Founder // Software and E-comm in the Horticulture vertical

May 2020 - current

  • Founded and scaled a disruptive positive impact business with accessibility and sustainability at its core

  • Built and nourished relationships with international suppliers and regulatory government bodies

  • Drove sales through adaptive communication style via email marketing, paid & organic search, paid & organic social media, and brand partnerships

  • Crafted a data driven industry leading customer success journey with

    • 5.0 Rating & 100% recommended on reviews.io

    • 4.8 Excellent Rating on trustpilot.com

    • Median response time of 4 hours 14 minutes

    • Median resolution time of 12 hours 59 minutes

    • Median 2 replies per resolution;

    • Achieved through creatively solving problems for our customers and handling support questions throughout the customer’s lifecycle

  • Built a diverse team that supported my work and upheld the mission of the business; age, race and neurodivergence were celebrated throughout 

  • Leveraged the communication style of the community to create high value leads and loyalty, with a 48.6% return rate

  • Established and managed warehouse, stock and fulfilment operations with orders dispatched and delivered within 2 days— unprecedented in the industry

  • Managed international supply chain, sustainable sourcing & botanical regulations compliance

  • Launched products based on customer listening data and seasonal demand models

  • Generated and managed email list of over 28k subscribers, with 25.5% open rate and 3.77% click rate (above industry benchmarks for both Ecommerce and Home & Garden)

Content & Onboarding Director → Wescover, San Francisco

SaaS company mapping interior spaces. Currently a marketplace.

Feb-Sep 2017

  • 1st senior employee, responsible for establishing customer success, engagement plans and onboarding strategies

  • Scouted artists and locations to populate SaaS platform; nourished these relationships

  • Onboarded and managed customers– locations and artists

  • Advocated across teams for platform users 

  • Crafted a long term strategy for retention of artists and locations/customers via community engagement

  • Worked directly with CEO to reach customer success KPIs

  • Managed and built fully remote data & content team

  • Community Management; Created value for artists/customers through listening, adapting to changes and engagement

  • Built funnels organically and lead customers through platform’s pipeline 

  • Tracked customer success interactions through Hubspot & Airtable

  • Collaborated with CEO & CTO to secure private finance options during funding

Community & Marketing Manager → Pie Mapping, London

SaaS platform streamlining logistics for DHL, Tesco, DPD, TFL and large form logistics operating in the UK.

Sep 2015-Dec 2016

  • Community managed Fleet Management SaaS with DHL, BP, DPD as direct customers

  • Achieved through Customer Success Incentive Scheme:

  • 98% increase in Compliance Miles; 

  • 86% improvement of start-stop speeds

  • Sudden stops decreased by 79%

  • Emissions decreased 39%

  • Left hand Angles Morts accidents decreased by 52%

  • Compliant routing & ETAs improved by 93%

  • Hosted Platform webinars for platform buyers, fleet managers, and drivers

  • Communicated complex environmental & labor laws to product team & end customers

  • Engaged freight & management community to inject them with enthusiasm for the platform whilst creating value for our customers