Dan Fleming
Orem
Summary
Customer Success leader with 8+ years of SaaS leadership experience building, scaling, and developing high-performing Customer Success organizations. Proven track record managing customer portfolios exceeding $22M ARR while consistently surpassing retention, expansion, and customer outcome targets. Experienced leading SMB, Mid-Market, and AI-focused Customer Success teams, developing scalable processes, coaching high-performing teams, and partnering cross-functionally with Product, Sales, Support, and Implementation leadership to drive growth and customer value.
Overview
8
8
years of professional experience
Work History
Senior Manager, Customer Success (AI)
KENECT
05.2025 - Current
- Lead a team of 6 Customer Success Managers responsible for an $8M ARR customer portfolio supporting Kenect's AI product offerings.
- Selected to establish Customer Success operations for a new AI product line, including KPIs, success methodologies, customer engagement frameworks, and operational processes.
- Partner cross-functionally with Product, Sales, Support, and Implementation teams to ensure customer adoption, retention, and measurable business outcomes.
- Consistently exceeded retention goals, achieving 98.8% retention against a target of 98.3%.
- Manage executive-level customer escalations and strategic retention initiatives to preserve customer relationships and long-term value.
- Developed scalable playbooks and best practices supporting onboarding, adoption, retention, and expansion.
Manager, Customer Success (Mid-Market)
KENECT
01.2025 - 05.2025
- Led a team of 6 Customer Success Managers responsible for an $8M ARR Mid-Market portfolio.
- Provided coaching, performance management, and professional development to improve team performance and customer outcomes.
- Designed and implemented customer success playbooks, engagement strategies, and operational processes that improved consistency across the organization.
- Exceeded retention goals, achieving 99.0% retention against a target of 98.8%.
- Surpassed expansion targets, generating an average of $28,000 in new ARR per month against a goal of $25,000.
- Partnered with leadership teams to proactively identify customer risk and expansion opportunities.
Manager, Customer Success (SMB)
KENECT
02.2023 - 01.2025
- Managed a team of 6 Customer Success Managers responsible for a $6M ARR SMB customer portfolio.
- Led hiring, onboarding, coaching, and performance management initiatives that improved team effectiveness and customer outcomes.
- Built Salesforce dashboards and KPI reporting frameworks that increased visibility into customer health, retention performance, and operational priorities.
- Achieved 98.8% retention against a target of 98.5%.
- Exceeded team expansion goals by averaging 8 product demonstrations per month against a target of 5.
- Increased product adoption and customer engagement through structured success programs and lifecycle management strategies.
Manager, Customer Success
JOLT
05.2018 - 02.2023
- Led a team of 10 Customer Success Managers responsible for approximately $4M ARR.
- Helped define the strategic vision, structure, and long-term growth plan for the Customer Success organization.
- Developed coaching programs, performance expectations, and career development plans that improved team performance and employee growth.
- Established customer lifecycle strategies focused on onboarding, adoption, retention, and expansion.
- Consistently exceeded company retention goals, achieving 98.7% retention against a target of 98.3%.
- Collaborated with Product, Sales, and Support leadership to improve customer experience and drive long-term customer value.
- Managed executive escalations and high-risk customer situations to preserve key customer relationships.
Education
Bachelor of Science - Business Management
Utah Valley University
Orem, UT05-2013
Skills
- Retention Strategy
- Salesforce
- Customer Journey Management
Customer Success Leadership:
Technology:
- ChurnZero
- Team Development
- Zoom
- Performance Management
- Power BI
Career Highlights
- Managed Customer Success organizations responsible for more than $22M in ARR
- Led teams of up to 10 Customer Success Managers
- Promoted multiple times into increasing levels of Customer Success leadership at Kenect
- Built Customer Success frameworks, KPIs, dashboards, and operational playbooks supporting retention and growth
- Consistently exceeded retention targets across SMB, Mid-Market, and AI customer segments
- Drove expansion revenue and product adoption through strategic customer engagement and business review programs
Timeline
Senior Manager, Customer Success (AI)
KENECT
05.2025 - Current
Manager, Customer Success (Mid-Market)
KENECT
01.2025 - 05.2025
Manager, Customer Success (SMB)
KENECT
02.2023 - 01.2025
Manager, Customer Success
JOLT
05.2018 - 02.2023
Bachelor of Science - Business Management
Utah Valley University