SER taps Toby Donald as Chief Customer Officer to elevate customer success through Smart Content

• Appointment reinforces SER’s strategic commitment to customer success and global delivery excellence
• Donald brings nearly 20 years of experience leading global customer teams and achieving record customer satisfaction scores

With nearly 20 years of experience, Donald will spearhead SER’s global customer success initiatives, which include Professional Services, Customer Operations, Managed Services, Customer Support and eLearning. His appointment marks a pivotal step in SER’s mission to strengthen its delivery of exceptional customer experiences through Smart Content solutions across international markets.

In his new role, Donald is responsible for driving measurable, long-term customer success, in addition to scaling international delivery through strategic alliances and a robust partner ecosystem. With a strong emphasis on aligning customer success with SER’s commercial growth, his role will help accelerate SER’s market leadership in key markets such as the EU, UK, MEA and North America.

“We are thrilled to welcome Toby to the SER leadership team,” says Dr. John Bates, CEO of SER. “Toby’s proven ability to drive customer success and deliver record-setting CSAT scores makes him the ideal leader to further elevate our global customer experience. His strategic vision will be vital as we scale internationally and double down on customer-centric innovation.”

Donald joins SER following a successful tenure as Senior Vice President of Professional Services & ALM Hub at PTC, a product lifecycle management software firm. At PTC, he held full P&L responsibility and drove double-digit margin growth while achieving industry-leading customer satisfaction scores. He also built and led partner success initiatives, enabling global system integrators like Accenture, Capgemini, and Deloitte. Prior to PTC, he led global services at ServiceMax, a private equity-backed leading service lifecycle management provider, and held executive roles spanning Solution Consulting, Customer Success, and Professional Services. Throughout his career, Donald has contributed to three high-value exits totaling $3 billion.

“I’m excited to join SER at such a dynamic point in its journey,” says Toby Donald. “Customer success has always been my North Star, and I look forward to working closely with our customers, partners, and teams to scale our global reach, deepen trust, and continue delivering extraordinary value through AI-powered Smart Content solutions.”