KAELA KARMIN
Chicago,IL
Summary
Customer Success Manager with 5+ years of experience driving customer satisfaction, retention, and product adoption in SaaS and service-based organizations. Proven track record of leading cross-functional initiatives, managing high-value accounts, and translating customer insights into actionable improvements. Adept at building lasting client relationships and using data-driven strategies to increase lifetime value.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager
RethinkFirst
11.2023 - Current
- Own and grow relationships across 380+ enterprise and SMB accounts; achieved 92% retention rate in 12 months.
- Increased product adoption by 20% through personalized training and proactive support strategies.
- Collaborated with Product and Support teams to improve NPS from 4 to 7 by integrating user feedback into feature releases.
- Designed scalable onboarding program adopted across three departments, reducing onboarding time by 30%.
Customer Success Manager
McMaster-Carr
10.2022 - 11.2023
- Improved customer onboarding and education programs, resulting in a 15% reduction in churn.
- Conducted client feedback analysis to inform service updates and product roadmap prioritization.
- Partnered with sales to identify upsell opportunities and drive increased account engagement.
Lead RBT Training & Customer Success Manager
Learn Behavioral
05.2020 - 10.2022
- Directed onboarding and training for clients and therapy staff, leading to 95% satisfaction rating.
- Strengthened partnerships with stakeholders, contributing to 25% client base growth.
- Coached and mentored technicians, coordinated care with BCBAs, and ensured quality service delivery.
- Implemented support strategies for complex cases, improving therapy effectiveness.
Front Office & Sales + Events Manager
Marriott
01.2018 - 01.2020
- Managed event operations and front desk staff, leading a 12-person team across departments.
- Executed 6+ weddings per month with 9.5/10 average guest satisfaction score.
- Oversaw logistics, vendor communication, and client experience for high-end events.
Education
M.S. - Psychology
Ball State University
01.2023
B.S. - Business
Northern Arizona University
01.2018
Skills
- Customer Success
- Account Management
- Client Retention
- Onboarding & Training
- Strategic Planning
- Cross-Functional Leadership
- Customer Journey Mapping
- CRM Tools: Salesforce, HubSpot, Zendesk
- Data Analysis
- Gainsight
- Time Management
Certification
- Customer Success Management Fundamentals – PracticalCSM (2023)
- Onboarding and Adoption Best Practices – PracticalCSM (2023)
Timeline
Customer Success Manager
RethinkFirst
11.2023 - Current
Customer Success Manager
McMaster-Carr
10.2022 - 11.2023
Lead RBT Training & Customer Success Manager
Learn Behavioral
05.2020 - 10.2022
Front Office & Sales + Events Manager
Marriott
01.2018 - 01.2020
M.S. - Psychology
Ball State University
B.S. - Business
Northern Arizona University
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