Kat Fisher

• Partnered with Operations and Data & Insights to design and implement a scalable one-to-many account management model, aligning coverage strategy with business needs and improving team efficiency.
• Co-developed a data-driven capacity planning model to forecast headcount needs, enabling proactive staffing decisions and improved alignment to customer demands.
• Partnered with business operations to design, build, and implement a comprehensive case taxonomy and resolution SLA framework to improve data collection and customer experience.
• Developed and implemented a structured framework for tracking and analyzing SLA misses, creating visibility into root causes and informing departmental strategy, prioritization, and resource allocation.
• Conducted deep-dive analyses of case trends and CSAT data to identify performance gaps, driving targeted training initiatives and improving team effectiveness.
• Audited operational workflows to identify cases and tasks that did not require human intervention to drive programmatic solutions and reduce manual workload.

• Built and developed the first Customer Success team and strategy, driving improved customer experience and engagement.
• Designed and launched the first Onboarding and Installation teams, implementing a CRM ticketing system that reduced average onboarding time from 50 days to 14 days.
• Led development of a video training model that reduced onboarding specialists' time per customer by ~ 45 minutes while increasing daily product usage .
• Procured and implemented Pendo to enhance product usage visibility and improve in-app communication.
• Optimized CRM systems to support Customer Success, Onboarding, Technical Support, and Finance to improve cross-functional efficiency.
• Designed and implemented a churn mitigation and data model to inform overall business strategy.
• Built and launched post-onboarding outreach and drip campaigns to enhance customer knowledge and improve outcomes following the onboarding process.
• Restructured Technical Support under Customer Success to improve alignment and customer outcomes.

• Built and operationalized Customer Success strategy to improve customer engagement, retention, and long-term value realization.
• Designed and implemented scalable processes and workflows to support a rapidly growing customer base, improving team efficiency and consistency.
• Established performance metrics and reporting to drive visibility into team performance, customer health, and retention trends.
• Improved customer save rate by 30% through implementation of targeted retention strategies and customer engagement models.
• Partnered cross-functionally with Product, Sales, and Operations to align customer experience initiatives with broader business objectives.

• Scaled Customer Success organiation from 6 to 40+ CSMs supporting 20,000+ customers across multiple verticals.
• Designed and implemented a one-to-many customer success model across 5 teams to improve customer experience and efficiency.
• Built and implemented a churn mitigation and data strategy, maintaining 90%+ annual retention.
• Developed post-onboarding outreach strategy, reducing 90 day or less customer churn by more than 35%.
• Led development of a customer health score model, driving a 15% increase in product adoption.
• Facilitated cross-functional reporting and communication to improve customer outcomes.

Early leadership roles in Customer Success, Support, and Operations, includng high-volume call center management, workforce planning, and performance optimization.