The early morning light filters through the windows of Klipboard's London office as Draven McConville, the company's founder and CEO, logs into yet another customer call. Unlike many tech CEOs who've distanced themselves from day-to-day operations, Draven still regularly joins sales calls — often without revealing his role.

"When customers finally discover I'm the CEO, they're shocked," he said in an episode of SaaSy Talk. "But that's exactly how I want it. Leadership isn't about titles. It's about understanding your customers."

This hands-on approach has helped transform Klipboard from a startup into a significant player in the field service management software sector, recently attracting a major acquisition by Kerridge Commercial Systems (KCS). But Draven’s path to tech success is far from conventional.

From Streets to C-Suite

At 18, Draven found himself homeless on the streets of Northern Ireland. Starting with just £200 and a bus ticket, he began working in bars, recycling glass bottles. Within a year, he was managing a nightclub with 110 staff and £250,000 in weekly turnover. "Running a nightclub at 19 teaches you real leadership fast," he reflects. "You can't manage burly doormen with just a title — you need to earn respect through actions."

This early experience shaped his management philosophy: never ask someone to do something you wouldn't do yourself. It's an approach that has served him well in tech, an industry often criticized for its disconnect between leadership and front-line workers.

Spotting the Gap

After founding and running a digital agency for some time, Draven identified a gap in the field service market. "Field service represents a huge, underserved market," he explains. "It's very legacy-oriented, with most solutions failing to embrace mobile-first technology."

Rather than chasing rapid growth at all costs — a common strategy in tech — Draven opted for a more measured approach. He sought patient capital from a family office rather than traditional venture capital, allowing Klipboard to focus on building comprehensive solutions rather than racing to hit short-term metrics.

The Anti-Trend CEO

In an era where tech companies rush to incorporate AI, blockchain, and other buzzwords, Draven took a somewhat more pragmatic approach. "I'm not going to come out with the BS term of AI today and say how we're going to integrate AI into field service," he states frankly. "Our market isn't ready for that. Build what customers actually want, not what's trending on Tech Twitter."

This customer-centric philosophy extends to his team structure. While many startups prioritise rapid hiring and scaling, Draven focused on building a culture of transparency and accountability. "We run a very open organisation," he explains. "I don't care if you make mistakes. I care if you don't tell me about them and what you've learned."

Success Through Authenticity

The approach paid off. Klipboard has grown steadily, maintaining strong customer retention while expanding its feature set. Their 2024 acquisition by KCS validates Draven’s patient growth strategy and focus on sustainable business practices.

For aspiring entrepreneurs and business leaders, Draven offers refreshingly practical advice. "People buy from people," he says. "Your product matters, but relationships matter more. I've seen terrible software succeed because they had the right sales engine and culture behind it."

Looking Forward

As Klipboard enters its next growth phase under KCS, Draven remains focused on the fundamentals that got him here: understanding customer needs, maintaining direct relationships with users, and building a team that challenges conventional wisdom.

"The field service market is still evolving," he notes. "While others rush to add AI and machine learning, we're focused on solving real problems for real businesses. That's always been our strength, and it's what will drive our future growth."

For a man who started with nothing but determination and a bus ticket, Draven’s journey demonstrates that in business, authentic leadership and customer focus still trump trendy strategies and rapid scaling. It's a lesson that resonates particularly well in today's uncertain economic climate.