MATTHEW SPURR

I'm a Fractional Head of Customer Experience and Customer Success with over a decade of hands-on SaaS experience, most notably as Co-Founder of Quuu and BlogJoy. I help startups turn real customer feedback into product improvements that reduce churn and lift retention. No fluff, no jargon, no “omni-channel synergy optimisation” nonsense. At Quuu, I spent ten years building a near-bootstrapped SaaS platform from scratch. As a founder, you wear every hat going – and the hats I ended up loving most were always at the intersection of CX, community, and product. I'm a people person, but also a product thinker. I love understanding where users struggle, figuring out what they truly need, and translating that into changes that actually move the needle. These days I take great joy in helping startups understand their customers, improve their onboarding and retention, and build experiences that genuinely create long-term loyalty.

Worked as the primary Customer Success Manager for BlogJoy, a SaaS-enabled SEO content service spun out of Quuu. Owned customer relationships end-to-end, from onboarding and strategy alignment through to ongoing delivery, performance review, and retention. Acted as the main point of contact for clients, ensuring expectations were clear, results were understood, and the service evolved in line with customer needs. Key CS Responsibilities and Outcomes: - Led customer onboarding and ongoing account management for SEO-focused clients, ensuring clear goals, success criteria, and timelines were established early - Worked closely with customers to define and execute SEO blogging strategies aligned with their business objectives - Regularly reviewed performance, explained results in plain language, and adjusted strategy to improve outcomes and retention - Acted as the voice of the customer internally, feeding recurring feedback and objections into service improvements - Managed client communication, expectations, and renewals, helping maintain long-term relationships

Founder and long-time operator of Quuu, a content marketing SaaS launched in 2015. We scaled early, built a global user base, and became a trusted brand in social media automation well before the AI wave reshaped the category, later pivoting the platform to incorporate more advanced AI-driven functionality. One of Quuu’s strongest differentiators was its commitment to quality. Every recommended post was hand-curated by real people, which set a clear bar for relevance and trust at a time when automation was diluting much of the industry. Across a decade, I led product direction, customer experience, and growth, spending most of my time at the point where customer needs, product capability, and commercial reality had to be balanced. A big part of my role was turning messy feedback into clear priorities, shaping what we should and shouldn’t build, and designing onboarding and rollout approaches that improved adoption, retention, and long-term value. I built strong feedback loops between users and product, developed education that reduced friction, and helped guide the business through multiple shifts in the social and content landscape.

Established in June 2012, the aim of TCA Global is to bring together a global network of specialists who can provide training in management systems and associated topics across a wide range of industries and business sectors. Courses are developed by internationally recognised subject matter experts, reviewed and validated by a group of peers, and delivered by TCA's approved partners around the world.

I ran Infinite Visions for just over a year together. It was a creative agency specialising in branding. We won a regional startup award and worked with clients from all over the world on various fascinating and fun projects. Despite our love for brand strategy, we decided to put Infinite Visions on hold when my business partner and I received investment for Quuu.co - an exciting tech startup that we had been working on in our spare time.

I was the Marketing Lead for the highly successful Accountex (http://accountex.co.uk) and Legalex (http://legalex.co.uk) exhibitions. Accountex is the world's largest accountancy exhibition and conference and Legalex is Europe's largest legal show dedicated to the business behind law. I oversaw 3 Marketing Managers, as well as collaborated closely with dev & design to bring together our show guides and digital infrastructure. As a team we substantially grew the attendance of the 2014 and 2015 events year-on-year, with delegate attendance increasing by over 20%.

After 26 months of growing Poker Face PR into the largest PR agency exclusively for poker professionals, with an enviable client list and strategic partnership base, I sold my first company to an existing client and decided to focus my newly acquired, self-taught skills into other ventures.

Working closely with the Public Affairs office with a direct focus on the Welsh Assembly. - Gathering Research - Press Release Writing - Proof Reading - General Administrative Tasks

BA Italian & Spanish (Both Ab Initio)