Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Katherine Crist

Austin,TX

Summary

Accomplished Customer Success Manager with a proven track record at Aiwyn, enhancing account growth and customer satisfaction through strategic management and innovative processes. Excelled in professional communication and Salesforce, achieving a 30% increase in upsell opportunities. Skilled in mentoring and cross-functional collaboration, driving significant ARR uplift and fostering customer advocacy with a singular focus on results.

Overview

7
7
years of professional experience

Work History

Senior Customer Success Manager

Aiwyn
07.2023 - Current
  • Managed a portfolio of 32 strategic accounts and $M in ARR
  • Developed and implemented Customer Success Qualified Leads (CSQLs) process, resulting in a 30% increase in upsell opportunities and $M in ARR
  • Facilitated over 15 inperson Quarterly Business Reviews (QBRs) with key clients, enhancing customer relationships and identifying growth opportunities.
  • Documented and optimized customer onboarding processes, reducing time to value by 40% for new customers.
  • Cultivated customer advocacy programs, leading to a 25% increase in referrals and testimonials from satisfied clients.
  • Mentored and trained 2 new customer success managers, fostering skill development and enhancing team performance.
  • Collaborated with crossfunctional teams, including sales, product, and marketing, to align customer needs with business objectives.
  • Successfully launched a customer feedback loop, gathering insights that informed product enhancements and service improvements.
  • Created and maintained comprehensive documentation for customer processes, ensuring consistency and efficiency across the team.
  • Pioneered the Customer Success program as the first CSM to report directly to the Chief Customer Officer, establishing foundational practices and metrics.
  • Increased revenue expansion through strategic account management and adoption of Aiwyn platform, contributing to a 15% uplift in ARR over 12 months.
  • Implemented a customer health scoring system that proactively identified atrisk accounts, enabling timely intervention and retention efforts.
  • Conducted regular training sessions on product updates and best practices, improving customer engagement and product utilization.
  • Acted as a liaison between customers and product development teams, ensuring client feedback was prioritized in the product roadmap.
  • Developed metrics and KPIs to measure customer success, providing actionable insights to senior leadership for strategic decisionmaking.
  • Organized customer networking events, fostering community and collaboration among users to share best practices and drive product loyalty.
  • Championed datadriven decisionmaking by analyzing customer usage patterns and recommending tailored solutions to enhance their experience.

Commercial Customer Success Manager

Navan (Formerly Known As TripActions)
08.2022 - 04.2023
  • Served as primary point of contact for ~80 accounts, owning all post-sales activity including onboarding, training, adoption, and renewals
  • Managed entire onboarding process for new customers by determining business goals and priorities, and worked with stakeholders to translate them into implementation plan
  • Kept project milestones on track by establishing and tracking implementation project timelines and
    project plans with all necessary stakeholders using project management tool (Monday.com)
  • Delivered Quarterly Business Reviews that drove adoption and strengthened relationships anchored in data-driven insights pulled from Tableau, Holistics, SFDC and Excel
  • Monitor customer health and quickly resolving issues and problems through cases to prevent churn
  • Partnered closely with sales to provide qualified leads and serve as product SME, leading to 8 closed-won upsells to secondary product offering (Expense)
  • Served as liaison between customer and product team by gathering customer requirements and delivering product feedback resulting in 3 new product features
  • Led and negotiated all renewals for book of business
  • Led 2-3 product trainings weekly for senior level customer audiences
  • Advocated for customer internally by developing cross-functional partnerships with various internal teams - Sales, Sales Operations, Support, Marketing, Product, and Engineering
  • Updated customer records by keeping SFDC notes up-to-date for ~80 customers

Growth Customer Success Manager

Navan (Formerly Known As TripActions)
10.2021 - 08.2022
  • Job duties same as Commercial Customer Success Manager description working with Growth Accounts
  • January 2022-March 2022: decreased time to onboard new growth customers from 3-5 weeks to less than one day by working on implementation special project with product engineering
  • Participated as mentor in Let's Go Mentorship program

Senior Strategic Enterprise Relationship Manager

Sprinklr
01.2021 - 10.2021
  • Identified cross-sell/upsell opportunities for current customer base
  • Established relationships with key decision-makers within customer's organization to promote growth and retention
  • Researched and identified opportunities for account growth, account penetration and market expansion
  • Collected data and performed customer needs analysis
  • Generated new business with marketing initiatives and strategic plans
  • Quota Achievement: Q4 2020: 200%, Q1 2021: 125%, Q2 2021: 100%

Enterprise Relationship Manager

Sprinklr
07.2020 - 01.2021
  • Job duties same as Senior Business Relationship Manager Position
  • Promoted to Senior Relationship Manager for quota achievement and peer leadership

Senior Business Development Manager

LogicMonitor
03.2020 - 07.2020
  • Generated new business with marketing initiatives and strategic plans for B2B software organization providing an all-inclusive IT monitoring solution
  • Performed research to uncover potential target areas, markets and industries
    Represented LogicMonitor professionally by attending U.S. trade shows resulting in 2 closed-won opportunities
  • Assisted department in achieving team goals by mentoring and coaching other BDRs

Business Development Manager

LogicMonitor
11.2019 - 03.2020
  • Job duties same as Senior Business Development Manager description
  • Q1 2020: BDR of quarter award for achieving 125% quota as well as going above and beyond to assist peers
  • Represented LogicMonitor professionally by attending U.S. trade shows resulting in 2 closed-won opportunities
  • Promoted to Senior Business Development Manager

Business Analyst

The Alexander Group
05.2017 - 10.2019
  • The Alexander Group is a revenue growth consulting firm
  • Provided consulting recommendations to 11 clients total in technology sector by applying Alexander Group methodologies and industry benchmarking, participated in client interviews and related fact-finding initiatives, and collaborating with team to create high-quality, error-free deliverables
  • Developed high proficiency in PowerPoint, Excel, and data analytics by creating high quality, error free deliverable for senior clients

Education

Bachelor of Science - Business Administration

Auburn University
Auburn, AL
2017

Skills

  • Presentations
  • Professional Communication
  • Public Speaking
  • Microsoft Suite
  • Google Suite
  • Salesforce
  • Business Analytics
  • SQL training (Udemy)

Additional Information

Interests: Music, Friends, Being Outside, and Dogs

Timeline

Senior Customer Success Manager

Aiwyn
07.2023 - Current

Commercial Customer Success Manager

Navan (Formerly Known As TripActions)
08.2022 - 04.2023

Growth Customer Success Manager

Navan (Formerly Known As TripActions)
10.2021 - 08.2022

Senior Strategic Enterprise Relationship Manager

Sprinklr
01.2021 - 10.2021

Enterprise Relationship Manager

Sprinklr
07.2020 - 01.2021

Senior Business Development Manager

LogicMonitor
03.2020 - 07.2020

Business Development Manager

LogicMonitor
11.2019 - 03.2020

Business Analyst

The Alexander Group
05.2017 - 10.2019

Bachelor of Science - Business Administration

Auburn University
Katherine Crist