We recently spoke with Matt Meredith about his 16-year journey at OGL, how Customer Success has evolved over the years, and what continues to motivate him to help customers achieve more.
At OGL, our Customer Success team plays a vital role in helping businesses get the most from our software. We spoke with Matt Meredith, Head of Customer Success, to learn about his journey, what makes a great Customer Success Team, and how OGL delivers lasting value to customers.
Matt’s career at OGL spans 16 years. He started at the company arranging appointments for IT support sales and quickly found his passion in software.
“I realised early on that I really loved what software could do for businesses,” Matt explains.
“I started in sales when we were launching SalesVision as a standalone product, then moved into Customer Success, where I spent eight years developing my expertise. As the team evolved, stepping up to Head of Customer Success felt like a natural next step.”
No two days are the same for Matt and that's exactly what he enjoys most.
“Primarily, I spend my time working with the team, helping them solve customer queries and navigate new opportunities. About 90% of my day is dedicated to helping people find solutions and make the best decisions for our customers.”
The most rewarding part is seeing his team grow in confidence:
“We have a mix of experience levels in the team. Watching team members develop their skills and help our customers flourish is a real highlight for me.”
According to Matt, the foundation of a successful team lies in its people and values.
“Having the right people, with honesty, integrity and personality - that’s what really matters. If you have those, you’ll go far. Hard work and dedication are also essential.”
Developing his team is central to Matt’s leadership style:
“I lead from the front. I want my team to trust me, so I support them directly, accompany visits where possible and provide coaching, mentoring and sales training while giving them the space to do their job.”
This people first approach translates directly into meaningful customer outcomes. Matt shared a recent example of how the team made a real difference for a customer:
“A customer struggled with stock availability across two sites, affecting every area of their business. We implemented our Warehouse Management solution, even providing consultancy on weekends to fit around their schedule. The results were transformational, helping them streamline operations and improve efficiency."
Customer Success at OGL is about continuous collaboration:
"We continuously learn about our customers’ businesses, while they learn how to get the most from our software. Each and every customer is unique, so we need to invest time understanding what is important to them, and what their aspirations are. As they say, you don’t know what you don’t know, and working closely ensures we understand their business in turn helping to ensure they maximise the benefits of what we offer."
Customer Success doesn’t operate in isolation. Matt emphasises that close collaboration across Sales, Product Development and Delivery is key to delivering a consistent experience.
“Regular meetings and collaborative work prevent silos and create a consistent experience for our customers.”
This joined up approach is part of what sets OGL apart.
“We genuinely care. We take customer challenges seriously and communicate clearly. Many of our customers have been with us through multiple ERP evolutions, often for more than ten years.”
Feedback plays a vital role in shaping and improving customer experience.
"Proactive meetings and acting as an escalation point help us stay ahead of issues. We listen to feedback daily - from system feedback to customer feature requests and respond objectively.”
For Matt, success is also about his team:
“Seeing people achieve their personal and professional goals, while helping customers thrive is incredibly rewarding.”
For businesses considering Profit4, Matt’s advice is simple:
“Embrace the change. You get out what you put in. Plan properly and you’ll see success.”
As OGL continues to grow, the Customer Success team evolves alongside it.
“We collaborate closely with other teams to stay ahead and communicate changes to our customers effectively.”
Over the next 12 months, Matt’s goal is to ensure the team continues to deliver high-quality service while keeping customers informed about OGL’s evolving platform.
When he’s not leading the Customer Success team, Matt enjoys family time, snooker, supporting Arsenal, running and seeing friends.
At OGL Software, Customer Success is built on strong relationships, shared knowledge and a genuine commitment to helping businesses thrive. As Matt and his team continue to grow and evolve, their focus remains clear - delivering meaningful outcomes for customers at every stage of their journey. Look out for interviews with the rest of our team coming soon.