Kasi Long
Staunton,VA
Summary
Member Engagement • Outcomes • Collaborative Facilitation • Compliance SaaS
Relationship‑driven Customer Success leader with 14+ years of experience guiding organizations through virtual onboarding, collaborative engagement, and standards‑based adoption in regulated, high‑risk environments. Skilled in facilitating group discussions, leading recurring engagement sessions, and driving measurable member value. Proven ability to operate independently in fully remote settings, maintaining strong communication, accurate documentation, and consistent follow‑through.
Adept with CRM, analytics, collaboration, and AI‑assisted tools to enhance engagement insights, reporting, and operational efficiency. Passionate about supporting mission‑driven collaborative networks and helping members achieve meaningful outcomes.
Overview
19
19
years of professional experience
Work History
Customer Success Manager (ePSM Platform)
Innovative Refrigeration Systems
Lyndhurst, VA
02.2025 - Current
- Serve as the primary relationship manager for ~40 organizations using a compliance platform; guide members through onboarding, configuration, training, and ongoing engagement.
- Led the initiative to standardize the Customer Success function for a newly created CS team, establishing foundational SOPs, expectations, documentation structures, and engagement workflows where none previously existed.
- Developed and launched the organization’s first structured CS playbooks, including onboarding frameworks, engagement scripts, and reporting templates to ensure consistent, high‑quality member experience.
- Redesigned the onboarding program by implementing an LMS‑based training module, improving early product adoption, giving members a self‑paced learning path, and reducing Time‑to‑Value.
- Monitor engagement levels, identify participation gaps, and connect members to relevant programs, workgroups, and collaborative initiatives.
- Capture Voice‑of‑Customer insights using AI‑assisted tools; route themes to program teams and ensure consistent follow‑up.
- Maintain accurate documentation of member interactions, engagement history, and progress toward outcomes.
Business Development Representative
Jenzabar
Harrisonburg, VA
03.2024 - 09.2024
- Executed structured outbound outreach using HubSpot, Outreach, and LinkedIn, engaging higher‑education decision‑makers across departments.
- Scheduled qualified discovery meetings and delivered tailored product walk‑throughs aligned to institutional needs.
- Maintained accurate Salesforce records and collaborated with account executives to ensure pipeline continuity.
Global Client Services Representative
CFA Institute
Charlottesville, VA
08.2022 - 03.2024
- Facilitated recurring coordination meetings and virtual support sessions to align guidance and resources across international regions.
- Contributed to global knowledge‑base improvements that streamlined workflows and reduced repeated inquiries.
- Supported members through complex, multi‑phase processes with accuracy, clarity, and detailed documentation.
Production & Inventory Planner
Worldstrides
Charlottesville, VA
11.2018 - 08.2022
- Used Excel‑based tools and routine audits to maintain accurate inventory visibility.
- Supported the rollout of a streamlined tracking process that reduced errors and strengthened cross‑team coordination.
- Collaborated with operations, warehouse teams, and program staff to ensure timely fulfillment.
Marketing Coordinator
Worldstrides
Charlottesville, VA
04.2015 - 11.2018
- Coordinated targeted B2B email campaigns and monitored engagement metrics to support lead‑generation objectives.
- Analyzed outreach performance in Excel and provided insights for leadership review.
- Responded to inbound marketing inquiries and worked with sales to support follow‑up action items.
Inside Sales Leader
Ntelos Wireless
Waynesboro, VA
08.2007 - 01.2015
- Supervised a team of 15–25 inside sales and support reps, delivering coaching and performance development.
- Supported customer escalations requiring high‑touch assistance, ensuring consistent and professional service.
- Enhanced call‑handling workflows and monitored performance to maintain strong service delivery.
Education
Bachelor of Science - Business Administration And Management
Mary Baldwin University
Staunton, VA05-2002
Skills
CRM & Customer Success Systems
Salesforce HubSpot CRM Microsoft Dynamics NetSuite CMS Platforms
Outbound & Engagement Tools
Outreach LinkedIn Navigator
Productivity & Collaboration
MS Office (Advanced Excel) Google Workspace Zoom MS Teams Adobe Acrobat
AI & Automation
AI‑assisted summarization Insights generation Workflow optimization Reporting tools
Customer Communication & Support
Genesys Cloud Knowledge‑base platforms Ticketing systems
Operational & Program Tools
ERP/Inventory tools Documentation workflows LMS platforms
Timeline
Customer Success Manager (ePSM Platform)
Innovative Refrigeration Systems
02.2025 - Current
Business Development Representative
Jenzabar
03.2024 - 09.2024
Global Client Services Representative
CFA Institute
08.2022 - 03.2024
Production & Inventory Planner
Worldstrides
11.2018 - 08.2022
Marketing Coordinator
Worldstrides
04.2015 - 11.2018
Inside Sales Leader
Ntelos Wireless
08.2007 - 01.2015
Bachelor of Science - Business Administration And Management
Mary Baldwin University