Kalin Roethig
Wauwatosa,WI
Summary
Customer Success executive with 10+ years of experience building and scaling SaaS customer engagement models across SMB, Corporate, and Enterprise segments. Proven track record designing pooled and mid-touch CS models leveraging segmentation, lifecycle triggers, automation, and 1:many programming to increase retention, expansion, and CSM productivity. Expert in health scoring, risk identification, operational dashboards, and cross-functional alignment to drive predictable customer outcomes in high-growth SaaS environments.
Overview
8
8
years of professional experience
Work History
Customer Success & RevOps
Independent Consultant
Milwaukee, WI
02.2025 - Current
- Led NPS and customer feedback strategy for product rebrand, redesigned survey methodology and implemented closed-loop follow-up framework to capture insights and enhance executive visibility.
- Rebuilt customer health scoring model within ChurnZero, redefining churn indicators and expansion signals; launched updated CS playbook to align with lifecycle stages and risk segmentation.
- Engaged with organizations undergoing change initiatives to design and implement customer experience systems and retention frameworks, creating operational playbooks that improved visibility and accountability in customer outcomes.
- Directed end-to-end software implementation and go-live for a construction contracting firm, including stakeholder alignment, workflow configuration, data migration, and training enablement.
Vice President, Customer Success
TruHu
Pleasanton, CA
06.2023 - 02.2025
- Built and scaled the Customer Success function from the ground up, driving retention, expansion, and enterprise growth across a $15M ARR portfolio.
- Established the Customer Success department, defining organizational structure, KPIs, lifecycle strategy, and operating cadence; doubled team to support rapid sales growth.
- Increased net revenue retention by 5% through structured account management, proactive engagement models, and executive alignment strategies.
- Led strategic enterprise account planning, securing 3 national contracts with Top 100 insurance agencies and expanding multi-state footprint.
- Designed and launched a scalable onboarding program, reducing time-to-value by 22% and increasing product utilization by 20%.
- Developed client health scoring framework integrating usage, engagement, and ROI metrics; enhanced renewal predictability and reduced churn by 1%.
- Partnered with Product and Engineering to operationalize Voice of Customer insights, influencing roadmap prioritization and accelerating go-to-market success.
- Presented quarterly performance metrics, risks, and growth strategy to the Board of Directors, aligning customer success outcomes with corporate objectives.
Manager, Customer Success
Expert Institute
Milwaukee, WI
06.2020 - 06.2023
- Led scalable Customer Success operations across a $5M ARR portfolio, overseeing digital and pooled engagement strategies to drive retention, adoption, and operational efficiency resulting in ability to scale along with sales growth without expanding team size.
- Designed and implemented a segmented engagement model blending automation, digital campaigns, and targeted CSM outreach, improving coverage while optimizing team capacity.
- Launched a pooled CSM structure for long-tail accounts, increasing time per high-value account by 3x and reducing unmanaged renewals.
- Developed automated health scoring and risk alert systems using usage trends, inactivity thresholds, and renewal proximity, improving churn predictability and proactive intervention.
- Built lifecycle-triggered workflows in ChurnZero to automate onboarding milestones, product adoption prompts, and renewal readiness sequences.
- Built executive dashboards to track adoption, engagement trends, churn risk, and renewal forecasting accuracy, enabling data-driven decision-making.
- Partnered with Sales to improve renewal forecasting and expansion visibility, strengthening cross-functional revenue alignment.
Manager, Customer Success
Zywave
Milwaukee, WI
05.2018 - 05.2020
- Led regional Customer Success team of 30 responsible for $150M ARR. Focused on retention, implementation excellence, and enterprise relationship management across a multi-segment portfolio.
- Directed regional retention and implementation strategy, partnering with Sales leadership to strengthen renewal forecasting and increase renewal activity by 25% in 2019.
- Increased overall retention by 2% through targeted utilization initiatives, expanded data visibility, and proactive engagement strategies.
- Developed and executed targeted retention play programs to address key churn drivers, resulting in 30% client engagement within the first year.
- Managed three large carrier pilot programs, overseeing onboarding, executive alignment, and performance benchmarks; all pilots converted into long-term enterprise contracts.
- Participated in a cross-functional release management committee to support rapid product deployment cycles, maintaining team readiness and minimizing client disruption.
- Developed and launched a digital servicing campaign to support low-ARR clients, increasing user adoption while optimizing team capacity.
- Streamlined Salesforce infrastructure by creating reporting frameworks, automated alerts, and dashboards to enhance scalable account management practices.
- Strengthened team productivity by refining workflows, clarifying success metrics, and improving client touchpoint cadence.
Skills
- Customer Success Strategy
- Customer Lifecycle Management
- Customer Growth
- Health Scoring & Churn Analysis
- Retention Playbooks
- SaaS Implementation
- Workflow Automation (ChurnZero)
- CRM optimization
- Digital Engagement Programs
- NPS & Voice-of-Customer
- Dashboard metrics
- Cross-Functional Leadership
- GTM Alignment
- Scalable CS Operations
- Enterprise Account Planning
Earlier Career
- Team Lead, Customer Success | Zywave
- Customer Success Manager | Zywave
- Account Executive - SMB | Zywave
- Director, Account Management | Broadlook Technologies
- Senior Account Executive | MilwaukeeJobs.com
Certifications And Education
- Certified Customer Success Manager (CCSM), SuccessCOACHING, 2025
- Certified Professional Coach (ICF), CliftonStrengths Assessment, Gallup, 2019
- B.S., Marketing, University of Wisconsin - Milwaukee, 2005
Timeline
Customer Success & RevOps
Independent Consultant
02.2025 - Current
Vice President, Customer Success
TruHu
06.2023 - 02.2025
Manager, Customer Success
Expert Institute
06.2020 - 06.2023
Manager, Customer Success
Zywave
05.2018 - 05.2020