Kathleen Castleberry
Concord,NC
Summary
Dynamic leader with a proven track record, driving strategic initiatives and optimizing processes. Expert in cross-functional collaboration and program management, achieving $1.2M savings through vendor partnerships. Recognized for innovation facilitation and change leadership, consistently delivering results that enhance customer experiences and operational efficiency.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Director - Digital Marketing, Marketing Customer Experience (Freelance)
Invitation Homes
05.2024 - 09.2025
- Optimized 20+ recurring marketing workflows, reducing cycle time and errors by documenting and refining cross-functional processes.
- Built and maintained a centralized reference document for 120+ communities, enabling smoother collaboration through easily referenced data points between internal teams.
- Centralized key resources, building decision-making frameworks, and creating launch materials to help teams work more efficiently, stay aligned, and deliver a better customer experience.
Program Manager - Customer Success and Growth
Okta, Inc
05.2022 - 03.2023
- Built FY24 strategy to reinforce and build on FY23 priorities for the Customer Success and Growth team.
- Owned enablement and maintenance of Customer Success and Renewals incident response playbook.
- Managed implementation and delivery of tools and training materials in service to elevating customer success conversations into value-driven partnership discussions.
- Drove pitch competition across all global customer success and renewal teams to reinforce and encourage business value conversation skills.
Cybersecurity and Communications Project Manager (Contract - via Stone Laurel)
Allstate Insurance Company
05.2021 - 05.2022
- Owned end to end privileged access account discovery, documentation, and conversion for all privileged access accounts in an acquired company to achieve parity with enterprise standards and processes - including initial data audit and clean up. Established ongoing audit and update processes for identity access management (IAM) on privileged access servers.
- Drove immediate and ongoing crisis remediation efforts for a global critical vulnerability exposed in common file structures. Owned all status and progress communications across various levels of the business.
- Created executive level summaries of cybersecurity project portfolio.
Program and Customer Success Portfolio Manager
Intuit, Incorporated
09.1999 - 08.2020
- Managed execution of multiple (up to 25) concurrent strategic initiatives, including enterprise and cross-functional coordination, for customer success organization.
- Operated as Chief of Staff for VP of Customer Success, prioritizing key meetings and tracking the full customer success portfolio of initiatives.
- Drove customer experience initial implementation of Multi-factor authentication (MFA) for B2B customers.
- Facilitated tool implementations, including Salesforce.com, Intelligent routing IVR, and MFA.
- Led strategic planning sessions for one- and three-year objectives across multiple functions.
- Developed and implemented change leadership communications to support significant organizational transformations.
- Established new vendor partnerships for technical support, achieving estimated savings of $1.2M in first year.
- Received multiple awards for Leadership, consistently recognized as top performer.
Education
MBA - Business Administration And Management
Western Governors University
06-2025
Bachelor of Science - Multidisciplinary Studies (Education)
Texas Tech University
Lubbock, TXBachelor of Arts - English
Texas Tech University
Lubbock, TXSkills
- Portfolio management
- Cross-functional collaboration
- Innovation facilitation
- Complex issue resolution
- Training delivery
- Program and project management
- Google and Microsoft Office tools
- KPI development
- Strategic planning
- Change leadership
- Risk management
- Process optimization
- Team leadership
Certification
- Certified ScrumMaster (CSM)
- ICAgile Certified Professional (ICP)
Additional Leadership Roles
- Intuit Innovation Catalyst Lead, Coached teams focused on identifying the most significant customer problems and solving them in innovative ways., Led teams to find deep customer empathy, identify possible solutions, and quickly test solutions with customers in a low-cost manner, providing critical data on NPS and CSAT to enable decisions on long term changes.
- Chair - Intuit Women's Network (Plano), Increased membership 25%, Raised over $10k for Girls, Inc. of Dallas through charity golf tournament, Planned continuing education and connection programming for network and site, including resume workshops, panel discussions, and volunteer activities.
Timeline
Director - Digital Marketing, Marketing Customer Experience (Freelance)
Invitation Homes
05.2024 - 09.2025
Program Manager - Customer Success and Growth
Okta, Inc
05.2022 - 03.2023
Cybersecurity and Communications Project Manager (Contract - via Stone Laurel)
Allstate Insurance Company
05.2021 - 05.2022
Program and Customer Success Portfolio Manager
Intuit, Incorporated
09.1999 - 08.2020
MBA - Business Administration And Management
Western Governors University
Bachelor of Science - Multidisciplinary Studies (Education)
Texas Tech University
Bachelor of Arts - English
Texas Tech University