Katie White
Atascadero,CA
Summary
Results-driven Customer Success Leader with a proven track record of driving strategic alignment, team collaboration, and revenue growth. Experienced in building and scaling successful Customer Success teams, leveraging technology to combat churn, and improving customer engagement. Adept at nurturing valuable client relationships and advocating for customer needs. Committed to delivering exceptional customer experiences and increasing retention rates.
Overview
17
17
years of professional experience
Work History
Director
Shopmonkey
08.2021 - Current
- Established end-to-end strategy for the Customer Success organization, driving product adoption and lowering churn to 1% MoM
- Invested time and training to evolve a high-performing, high-trust teams that consistently scored higher in employee engagement surveys than the high-end of industry standards.
- Lead top performing CSM team, managing a book of $25M ARR driving strong revenue growth and 99% retention
- Supported the CX organization during a multi-year replatform effort
- Collaborated with Product, Implementation, and Support teams to create revenue-driving processes and new retention strategies
- Built and trained teams, resulting in decreased retention and increased customer spend
- Nurture and developed CSM team with thriving culture and 0% regrettable attrition
- Created playbooks, built out digital touch campaigns with segment focused content delivered at key points in the customer journey.
Manager, Strategic Accounts
MINDBODY
07.2019 - 07.2021
- Executed on 3-year growth strategy with over 40% ARR growth YoY ending 2019 with $51M in ARR,
- Created heal desk and deal desk programs to address at-risk customers and close new Enterprise business
- Negotiated seven-figure contracts with Fortune 500 customers, advocating for customers' needs with product and development teams
- Managed tight partnerships with Sales, Product, Support and Marketing to enable cross-functional collaboration, operationalize key Playbooks such as Customer ROI Value Realization, Executive
- Change and Adoption Scoring
- Led a department reorganization that successfully grew the team from 3 to 20 CSMs
- Led team to achieve 99% renewal rate and 110% attainment of company goals in 2019, resulting in Strategic
- Accounts being the top top company revenue driver.
Sr. Strategic Account Manager
Mindbody
10.2018 - 07.2019
- Effectively managed and grew several top Strategic Accounts, retaining 100% of the assigned book of business
- Collaborated with Mindbody's Product team to understand the roadmap and advocate for customer needs
- Mentored new team members and promoted a positive culture in the Strategic Account's business unit.
Sr. Customer Success Manager
Mindbody
09.2016 - 10.2018
- Established professional relationships with key stakeholders of top fitness franchises
- Closed six-figure contracts by collaborating with development and identifying new opportunities
- Conducted QBRs with executive leadership and regularly traveled to customer on-sites and conferences.
Sr. Sales Specialist
Mindbody
11.2012 - 09.2016
- Conveyed the benefits of Mindbody to close new business, consistently achieving top sales results
- Collaborated with product and development teams to ensure future client success
- Mentored new SDRs and presented on sales effectiveness.
Sr. Account Manager
DeVry University
01.2010 - 11.2012
- Recruited prospective students and advised them during the admissions process
- Managed enterprise accounts and established valuable partnerships
- Provided excellent customer service to increase student retention.
Admissions Rep/Sales & Recruitment
Le Cordon Bleu
01.2007 - 05.2009
- Continually overachieved enrollment objectives and sales goals
- Developed weekend cooking events for potential students and assisted in marketing efforts
- Offered excellent customer service and support throughout each student's education.
Education
B.A. - Education
California Polytechnic
2006
Skills
- Customer Success Strategy
- Team Building and Leadership
- Revenue Growth
- Customer Engagement Improvement
- Cross-Functional Collaboration
- Contract Negotiation
- Sales Strategy
- New Program Development
- Strategic Vision
Timeline
Director
Shopmonkey
08.2021 - Current
Manager, Strategic Accounts
MINDBODY
07.2019 - 07.2021
Sr. Strategic Account Manager
Mindbody
10.2018 - 07.2019
Sr. Customer Success Manager
Mindbody
09.2016 - 10.2018
Sr. Sales Specialist
Mindbody
11.2012 - 09.2016
Sr. Account Manager
DeVry University
01.2010 - 11.2012
Admissions Rep/Sales & Recruitment
Le Cordon Bleu
01.2007 - 05.2009
B.A. - Education
California Polytechnic
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