Kaila Zeno
The Woodlands,TX
Summary
Implementation and customer success leader with 9+ years of experience leading enterprise SaaS onboarding, implementation lifecycle management, technical integrations, and customer transformation initiatives across healthcare, SaaS, and service-driven organizations. Known for driving customer adoption, improving operational workflows, and delivering scalable implementation experiences through strategic project management and cross-functional collaboration. Experienced partnering with Product, Engineering, Operations, Customer Success, and executive stakeholders to deliver complex implementations in fast-paced, high-growth environments. Strong operator with a builder mindset who simplifies complexity, improves systems, and creates structure across evolving customer and operational needs. Currently pursuing PMP certification to further strengthen expertise in project management, stakeholder alignment, and operational leadership.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Implementation Manager
Rinsed
05.2025 - 02.2026
- .Led enterprise customer onboarding and implementation lifecycle management across multi-location organizations, serving as a strategic partner to customers throughout onboarding, operational adoption, and post-launch engagement.
- Successfully owned and stabilized a high-visibility implementation for Magnolia Holdings (Take 5 & Whistle Express), Rinsed’s largest enterprise customer, during a period of significant AE and CSM transition.
- Managed rollout of Rinsed’s AI Support Agent across pilot Take 5 and Whistle Express locations, supporting operational scaling, customer adoption, and labor cost reduction initiatives.
- Coordinated cross-functional collaboration between Product, Engineering, Data, Customer Success, and leadership teams to support integrations across DRB, ICS, Sonny’s, Zendesk, APIs, and additional POS systems.
- Improved API connectivity, e-commerce workflows, membership management systems, and customer portal functionality to strengthen customer self-service capabilities and operational reliability.
- Built trusted customer relationships through proactive communication, strategic problem-solving, escalation management, and cross-functional coordination across technical and operational teams.
- Partnered with developers and data engineers to analyze implementation performance data, optimize integrations, and support product improvements that enhanced customer experience and onboarding outcomes.
Customer Success Manager, Enterprise
Rinsed
12.2022 - 05.2025
- Managed strategic enterprise customer relationships across a $2.25M portfolio, driving customer adoption, retention, expansion, and long-term account health.
- Served as the primary post-launch advisor for enterprise customers, leading strategic business reviews (QBRs), executive check-ins, success planning, escalation management, and cross-functional coordination.
- Partnered with Product, Operations, Sales, and Customer Success teams to identify customer risks, streamline workflows, and improve product adoption, service delivery, and customer outcomes.
- Acted as the voice of the customer by translating customer feedback into actionable recommendations that influenced product enhancements, operational improvements, and customer experience initiatives.
- Successfully transitioned approximately 45 enterprise accounts during organizational restructuring while maintaining customer trust, business continuity, and service quality.
- Designed and delivered customer training sessions, feature demonstrations, and best practice workshops to increase platform adoption and user proficiency.
- Partnered with Product and Customer Success leadership to create feature activation guides, process documentation, and customer enablement resources that supported successful product rollouts and increased adoption of new platform functionality.
- Created customer-facing onboarding materials, knowledge base articles, implementation documentation, and training guides that standardized customer education, improved self-service, and reduced friction throughout the customer journey.
- Developed repeatable playbooks, onboarding resources, and process documentation that enabled scalable customer onboarding, accelerated time to value, and reinforced long-term product adoption.
- Leveraged customer usage data and performance insights to tailor success strategies, reinforce product value, and drive ROI-focused customer conversations.
Client Relationship Manager
Honest Family Law
05.2020 - 09.2022
- Managed full client lifecycle operations including onboarding, billing, case management, customer communication, and retention for ~160 clients annually.
- Built and standardized onboarding workflows, improving operational efficiency and increasing conversion rates by ~30%.
- Implemented and optimized Clio CRM systems, reducing open client requests by 80% and improving case completion timelines by 60%.
- Improved billing operations and customer communication workflows, reducing invoice turnaround time by 60% and improving overall client experience.
- Supported business growth initiatives through digital marketing, process optimization, and customer engagement strategies, contributing to a 75% increase in client acquisition.
- Managed CRM system updates to maintain accurate records and enhance data integrity for reporting purposes.
Co-Founder & Customer Operations Lead
Seed Burger
05.2018 - 11.2020
- Built and operationalized customer experience, onboarding, staffing, and vendor management systems in a zero-to-one startup environment.
- Recruited, trained, and onboarded 30+ employees and managers while fostering operational consistency and customer service excellence.
- Launched Toast POS loyalty program, onboarding 14K+ customers within the first year and improving long-term customer engagement.
- Established vendor partnerships, operational processes, and service standards that supported scalable business growth.
- Achieved 4.7 Google rating and generated $769K in revenue within 21 months through operational execution and customer-focused service delivery.
Healthcare Operations Coordinator
RWJUH
11.2016 - 05.2018
- Supported onboarding, scheduling, billing, insurance coordination, and patient communication for 1,500+ patients annually within a high-volume healthcare environment.
- Modernized 1,400+ patient records into EMR systems while maintaining compliance and operational accuracy.
- Collaborated with physicians and healthcare teams to improve operational coordination, patient workflows, and scheduling efficiency, increasing surgical capacity by 50%.
- Assisted with clinical research initiatives analyzing 800+ patient cases and contributed to the development of patient education materials.
Education
Master’s - Biomedical Sciences
Rutgers University
New Brunswick, NJBachelor’s - Microbiology
Texas State University
New Braunfels, TXSkills
- Customer Engagement Management
- Enterprise SaaS Implementations
- Healthcare Operations
- Customer Success Strategy
- Stakeholder Management
- Executive Communication
- Cross-Functional Leadership
- Customer Retention & Adoption
- Escalation Management
- Operational Strategy
- Workflow Optimization
- Project Management
- Customer Onboarding
- APIs
- Zendesk
- CRM Systems
- Technical Integrations
- Process Improvement
- Customer Experience Operations
- Operational Documentation
- Data-Driven Decision Making
- Business analysis
- Project leadership
- Project lifecycle management
- Customer relationship building
- Customer retention
- Customer account management
Certification
- Project Management Professional (PMP) — In Progress
- Expected Completion: July 2026
Timeline
Implementation Manager
Rinsed
05.2025 - 02.2026
Customer Success Manager, Enterprise
Rinsed
12.2022 - 05.2025
Client Relationship Manager
Honest Family Law
05.2020 - 09.2022
Co-Founder & Customer Operations Lead
Seed Burger
05.2018 - 11.2020
Healthcare Operations Coordinator
RWJUH
11.2016 - 05.2018
Master’s - Biomedical Sciences
Rutgers University
Bachelor’s - Microbiology
Texas State University