Summary
Overview
Work History
Education
Skills
Timeline
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Kate McNally

Phoenixville,PA

Summary

Personable and dedicated Customer Success Manager with extensive experience in Sales Tech. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience

Work History

Senior Customer Success Manager

SetSail
San Mateo, CA
02.2022 - Current
  • Managed a diverse portfolio of customers ranging from SMB to Enterprise including Spotify, Armis, BigID. Chronosphere, LeadIQ, Cato Networks and ZipHQ
  • Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
  • Tracked customer health metrics such as license usage, feature adoption rates, engagement levels, retention rates, and churn risk.
  • Provided guidance on how to use SetSail's product features in order to maximize value from it.
  • Conducted regular check-ins with customers to proactively address any potential issues or concerns, including QBRs with key stakeholders.
  • Partnered with other departments, including Eng and Product, to develop new features or resolve customer issues quickly and efficiently.
  • Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
  • Responsible for contract renewal and customer retention.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Customer Success Director

TrueQC / TrueLeads
, DE
08.2020 - 01.2022
  • Launched TrueLeads as a net new business opportunity with the CEO of TrueQC.
  • Designed and implemented the TrueLeads lead management platform in 6 months resulting in over 20 new clients using the software.
  • Recruited the US-based sales team.
  • Onboarded Enterprise SaaS clients to the lead management platform with the goal of ensuring product usage.
  • Performed client onboarding to gain deep understanding of campaign needs and client success metrics.
  • Communicated with clients throughout their active engagement to facilitate renewals.
  • Worked with sales, tech and operations on a daily/weekly basis.

Customer Success Director

SuccessFuel (formerly Catalyst Media)
Malvern, PA
10.2016 - 08.2020
  • Managed a customer success team supporting a $3.5 million portfolio of B2B Enterprise clients in Software and Technology, including the personal management of $1 million + strategic accounts.
  • Managed 3rd party lead generation vendors, including Datamatics and Salesify, fro the quoting process through campaign deployment and fulfillment.
  • Increased YoY customer retention for 29.25% in 2016 to 42% in 2019.
  • Increased YoY revenue retention from 32.58% in 2016 to 55.03% in 2019.
  • Spearheaded the use of Monday.com as an internal project management tool to track campaign fulfillments across multiple departments including Sales, Customer Success, Marketing, Ops and Event Production.
  • Installed a new Lead Management Platform, Leadspedia, to fulfill all demand generation campaigns leading to faster and more automated lead deliveries and facilitating future lead generation campaign analysis.
  • Established direct post integrations with customer CRM and Marketing Automation platforms including Salesforce, Marketo, Eloqua and Inetegrate.

Senior Marketing Manager

Catalyst
Malvern, PA
05.2015 - 10.2016
  • Managed a team of three marketing campaign specialists.
  • Worked directly with Account Executives pre-sale to understand customer needs focusing on developing campaigns most likely to meet those goals.
  • Identified a lack of customer renewals as a primary issues for the business and instituted a change from campaign managers to a client focused Customer Success team.
  • Established the use of campaign kick off calls to initiate customer relationship and allowing CS to fully understand the success metrics being used for campaign evaluation.
  • Focused on running successful lead generation programs using customer KPIs to lead to positive client ROI and contract renewals.

Marketing Manager

Merion Matters
King Of Prussia, PA
07.2011 - 05.2015
  • Worked directly with the CEO to establish corporate sales and marketing strategy focused on transforming the business from a print to digital content provider.
  • Directed the hiring, training and performance evaluations of the marketing staff, supervised the daily activities of Marketing Coordinators, SEO Specialists and Copywriters.
  • Identified, developed and evaluated marketing strategy based on knowledge of corporate objectives, marketing characteristics and sales strategies.
  • Project managed multi-departmental team for the design, implementation and launce of a new corporate CRM.
  • Managed the integration of customer database for the launch of a third party email delivery system.
  • Supported three integrated media sales teams with lead generation, statistical analysis, ongoing sales training and all promotional materials.
  • Created, implemented and analyzed sales reports from Sugar Suite CRM to establish sales baselines for the CEO and operational sales management.

Marketing Specialist

Merion Matters
King Of Prussia, PA
07.2007 - 07.2011
  • Developed and implemented integrated product marketing campaigns for both B2B and B2C
  • Managed and implemented annual marketing campaigns including subscriptions and events.
  • Worked with copywriters and graphic designers to create integrated campaigns including creative for print, web and email.
  • Supported Recruitment Media sales team.
  • Worked closely with sales management to develop packaged and contests focused on increasing revenue.

Marketing & Sales Specialist

Bewley Irish Impo
West Chester, PA
10.2002 - 07.2007
  • Developed and implemented annual company marketing plan.
  • Analyzed prior year sales, tracked and monitored marketing trends.
  • Reviewed the performance of current product lines.
  • Investigated current market tendencies to establish areas for future growth.
  • Organized and attended all industry trade shows including NASFT Fancy Food Show.
  • Maintained, through ACT, a database of both current and potential customers.
  • Established relationships with new customers based on the company's core values of loyalty and trust
  • Consulted with outside photographers and graphic designers in the layout and design of company sales brochures and product catalogs.

Education

Bachelor of Science - International Business

Elizabethtown College
Elizabethtown
05-2002

Skills

  • Customer Advocacy
  • Relationship Management
  • Stakeholder Management
  • Customer Retention
  • Customer Relationship Building
  • Customer Account Management
  • Strategic Planning
  • Data-driven decision-making
  • Software Implementation

Timeline

Senior Customer Success Manager

SetSail
02.2022 - Current

Customer Success Director

TrueQC / TrueLeads
08.2020 - 01.2022

Customer Success Director

SuccessFuel (formerly Catalyst Media)
10.2016 - 08.2020

Senior Marketing Manager

Catalyst
05.2015 - 10.2016

Marketing Manager

Merion Matters
07.2011 - 05.2015

Marketing Specialist

Merion Matters
07.2007 - 07.2011

Marketing & Sales Specialist

Bewley Irish Impo
10.2002 - 07.2007

Bachelor of Science - International Business

Elizabethtown College

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Kate McNally