Meet our team – Mark Chapman

As the Head of Customer Success – UK and Benelux, Mark has spent the past seven years helping EazyStock customers get the most out of their inventory planning. In this Q&A, he shares what it’s been like working with the team, the lessons he’s learned along the way, and a few personal insights that keep him motivated every day.

You’ve been with EazyStock for seven years! What’s your experience been like?

It is actually coming up on eight years now. When I joined, I was a little apprehensive. Making the jump from a supply chain/purchasing profession to the software world was a little daunting. I need not have worried; everyone who works here is great! I got the support I needed to learn the tech side and was encouraged from very early on to share my supply chain experience with anyone who would listen. Being the first hire in the UK other than Peter (now CRO) means that my role has been super varied. When I started, we did everything – from marketing to onboarding and through the long-term customer success process. We both have a proper start-up mentality, which has played a big part in getting EazyStock to where it is today.

We have built the UK Team from 2 to (soon to be) 15 people, and have more recruitment planned for 2026. I have been able to shape the UK region and customer success function, and now have the pleasure of working with some incredible talent in the UK.

I genuinely love my job, I don’t at all regret the switch to software, although supply chain is, of course, still a passion.

What does a typical day look like for you?

The word ‘typical’ doesn’t really exist in my world. One day I can be onsite delivering training to a new customer, the next, shooting videos for the Marketing team, leading a process overview or maybe interviewing for our next hires. As I mentioned before, EazyStock is a place where a start-up mentality will get you a long way, and I absolutely love the variety and scope my role has.

I get to head up a very talented and dedicated team of CSMs here in the UK, all of whom have a practical purchasing and supply chain background. People development and customer happiness are my two real passions, and I spend a lot of my days making both happen directly and through the development of the team.

What’s the biggest challenge your customers face, and how do you help them overcome it?

I think dealing with a world that has been going steadily more crazy ever since 2019 is the biggest challenge. If external factors would calm themselves down for a few months, I think we’d all be very appreciative. It is challenging trying to understand the impacts of new wars breaking out, tariffs, shipping delays, CBAM, supplier shutdowns, pirates [in the Red Sea], EU paperwork changes, canals with crashed ships or not enough water, the kidnapping of heads of states, unhelpful governments, carbon offsetting … I could literally go on and on and on.

Fortunately, EazyStock is really adaptable and will identify and alert you to anything unexpected that is happening, suggesting solutions. Beyond that, the customer success role here is incredibly important. Our CSMs start with the customers from the signature date; they run the implementation, they are responsible for the tailored training, and they also look after the same customers post go-live. This means that we have someone at EazyStock who understands the operations, goals, and challenges of the customer’s business, so is in a great position to advise how to deal with unpredictability.

Can you share a proud moment or success story from working with a recent customer?

One of my favorite things to do is celebrate the success of our customers. Recently, along with the team from Cutwel, one of our customers, we delivered a webinar talking about their EazyStock journey and their incredible results. We are also preparing to shoot our next customer success story video, but you will see more on that on socials in due course.

What do you enjoy most about leading your team?

Watching people develop is incredible. Having the opportunity to lead people and help them better themselves is an absolute privilege. Leadership is a massive responsibility, but there is no better feeling than handing out promotions to people you have watched learn, grind and dedicate themselves to ensuring customers get the very best out of our software. This is by far the most rewarding part of leadership, exceeding KPIs, etc, is great, but the human side matters more.

Outside of work, what’s something that keeps you inspired?

A few years ago, when I finished playing rugby, I was a bit lost for a couple of years until I started CrossFit (yeah, I’m one of those) last year. Watching everyone turn up every day and grind away, particularly when it is movements they are yet to master, is massively inspiring. Anyone pushing their boundaries, striving to be better, to achieve things that they haven’t before, to learn new things and to grow; these are the people who inspire me.

What is your favourite snack or drink to fuel while working?

I don’t drink coffee or anything other than water really when I am working, but can often be found with a can of Monster Ultra Mango Fiesta around the gym. Biltong is probably my go-to snack at the moment, especially now I have realized how cheap it is buying it in bulk from Costco.

What’s something about you most people don’t know?

I can strict press 100kg (IYKYK), just ask and I will show you the video! Haha!