Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Hi, I’m

Katherine Cunningham

Atwater,MN
Katherine Cunningham

Summary

Results-driven Account and Customer Success Manager with a proven track record of managing high-value accounts, achieving a Net Retention Rate of 145% and a CSQL close won rate of 95%. Skilled in delivering tailored advertising solutions and cultivating long-term relationships with clients, including C-suite executives. Adept at collaborating with sales and product teams to identify upsell opportunities and ensure successful software rollouts. Committed to enhancing customer satisfaction and driving business growth.

Overview

10
years of professional experience

Work History

Dusty Robotics

Senior Customer Success Manager
05.2023 - Current

Job overview

  • Managed the top 5 ENR accounts and other high-potential clients, achieving a CSQL close won rate of 95%.
  • Maintained a Net Retention Rate of 145%.
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.

YOOBIC

Senior Strategic Customer Success Manager
05.2022 - 05.2023

Job overview

  • Managed top 6 key accounts, ensuring high engagement and satisfaction.
  • Cultivated strong relationships with C-suite executives, driving business impact.
  • Conducted regular objective-based meetings to align on goals and results.
  • Collaborated with sales teams to support client success and growth.
  • Partnered with the Product team to develop software enhancements tailored to client needs.
  • Engaged with the CEO and CFO on strategic account management.

Offsight

Senior Enterprise Customer Success Manager
05.2021 - 04.2022

Job overview

  • Managed a portfolio of business with annual recurring revenue (ARR) for the entire company of $3,500,000.
  • Maintained high engagement levels with each customer.
  • Developed strong relationships with C-suite executives across accounts.
  • Led the Customer Success department during its growth phase.
  • Directed social media marketing campaigns for Offsight.
  • Collaborated with sales teams to ensure client success.
  • Partnered with the Product team to implement software enhancements.
  • Engaged closely with the CEO and COO in investor relations.
  • Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.

Procore Technologies

Senior Enterprise Customer Success Manager
04.2020 - 05.2021

Job overview

  • Managed a portfolio of business with an annual recurring revenue (ARR) of $7 million+.
  • Maintained high engagement levels with each customer.
  • Developed a deep understanding of customer needs to recommend additional products.
  • Mentored other Customer Success Managers, fostering professional growth.
  • Built a local talent pool for Customer Success roles.
  • Assisted in product development by providing valuable client feedback.
  • Launched beta initiatives for Customer Success, including Business Cases and Success Plans.
  • Achieved and exceeded business goals set for the Customer Success team.
  • Consistently ranked in the top 3 for Gross Retention Rate (GRR) company-wide, maintaining 105%+ each year for 4 consecutive years.

Procore Technologies

Enterprise Customer Success Manager
04.2017 - 04.2020

Job overview

  • Managed a portfolio of business with an annual recurring revenue (ARR) of $5 million+.
  • Developed relationships with clients, becoming a trusted partner rather than just a vendor.
  • Achieved revenue goals set by the business through strategic account management.
  • Maintained high engagement levels across the book of business.
  • Collaborated closely with sales counterparts to identify upsell opportunities.
  • Engaged clients in productive conversations with the Product team to drive enhancements.

Procore Technologies

Implementation Manager
09.2015 - 04.2017

Job overview

  • Managed a portfolio of business with an annual recurring revenue (ARR) of $5 million+.
  • Developed relationships with clients, becoming a trusted partner rather than just a vendor.
  • Achieved revenue goals set by the business through strategic account management.
  • Ensured a smooth transition from the sales cycle to software implementation.
  • Assisted in developing client-specific Standard Operating Procedures (SOPs).
  • Trained key team members responsible for software rollout.
  • Engaged with clients to ensure ongoing adoption and satisfaction, maintaining a CSAT of 95% or higher.
  • Streamlined client implementation timelines from 12 weeks to 4 weeks based on products purchased.

Procore Technologies

Customer Support Representative
03.2015 - 09.2015

Job overview

  • Managed a portfolio of business with an annual recurring revenue (ARR) of $5 million+.
  • Developed relationships with clients, becoming a trusted partner rather than just a vendor.
  • Achieved revenue goals set by the business through strategic account management.
  • Ensured a smooth transition from the sales cycle to software implementation.
  • Assisted in developing client-specific Standard Operating Procedures (SOPs).
  • Trained key team members responsible for software rollout.
  • Maintained a Support Customer Satisfaction (CSAT) rating of 90%.
  • Consistently ranked in the top 5 for resolved tickets week over week.
  • Conducted virtual weekly training sessions for the entire customer base.
  • Supported all clients through live chat, email, and phone calls on a daily basis.
  • Collaborated directly with the Product team to address outages, bugs, and enhancement requests.
  • Partnered with Implementation Managers (IMs), Customer Success Managers (CSMs), and Sales on expansion opportunities.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.

Education

Minnesota School of Business/Globe University
, Waite Park, MN

Bachelor's Degree from Health Exercise Science
05.2011

University Overview

Minor: Business

Skills

  • Data-driven decision-making
  • Customer Advocacy
  • Relationship Management
  • Upselling strategies
  • Customer Satisfaction
  • Salesforce proficiency
  • Customer Retention
  • Inter-department collaboration
  • Customer Relationship Building

Volunteer Experience

  • ACGC District ISD #296, School Board Vice-Chair, 01/01/21, Present
  • ACGC Early Childhood Advocacy Council, School Board Liaison, 11/01/21, Present
  • Bethlehem Lutheran Church, Education Board Member, 03/01/20, Present
  • United Way, Empower Member, 04/01/07, Present

References

Available Upon Request

Timeline

Senior Customer Success Manager

Dusty Robotics
05.2023 - Current

Senior Strategic Customer Success Manager

YOOBIC
05.2022 - 05.2023

Senior Enterprise Customer Success Manager

Offsight
05.2021 - 04.2022

Senior Enterprise Customer Success Manager

Procore Technologies
04.2020 - 05.2021

Enterprise Customer Success Manager

Procore Technologies
04.2017 - 04.2020

Implementation Manager

Procore Technologies
09.2015 - 04.2017

Customer Support Representative

Procore Technologies
03.2015 - 09.2015

Minnesota School of Business/Globe University

Bachelor's Degree from Health Exercise Science
Katherine Cunningham