Summary
Overview
Work History
Education
Skills
Strengths
Timeline
Generic

Kemar Brown

Bayville

Summary

Dynamic Senior Customer Success Manager with a proven track record of driving annual revenue growth through strategic relationship management, data-driven insights, and customer lifecycle optimization. Skilled in delivering value through SaaS platform onboarding and training, enhancing product adoption, and fostering long-term brand loyalty. Consistently exceeding retention and expansion targets, while implementing forward-thinking strategies that improve operational efficiency and client outcomes.

Overview

16
16
years of professional experience

Work History

Customer Success Manager

Duel
New York
07.2024 - Current
  • Partnered cross-functionally with Account Managers and Strategists to define customer goals, assess needs, and drive measurable outcomes.
  • Engaged stakeholders across all levels, from technical admins to the C-suite, to ensure alignment, adoption, and long-term satisfaction.
  • Acted as the primary point of contact for both internal teams and external clients, ensuring seamless communication and issue resolution.
  • Shared customer success best practices across teams, and documented key wins to support knowledge sharing and internal process improvements.

Senior Customer Success Manager

Live Story
New York
06.2020 - 11.2023
  • Increased U.S. market share, client base, through focused outreach, and strategic growth efforts.
  • Built key relationships with top buyers, driving a 30% growth in yearly contract value.
  • Secured high-value clients, including Armani and Prada, by leading tailored product walkthroughs.
  • Ran daily operations using Slack, Jira, Salesforce, and Google tools to support cross-functional collaboration.
  • Cut support volume by 50% through the launch of a Help Center and direct training for more than 100 users.
  • Gathered product input from clients, and used insights to guide updates and raise satisfaction.
  • Created client health score reporting tied to churn, upsell, and growth goals.
  • Led peers through structured feedback, data-driven reviews, and success strategy refinement.

Director of Customer Success, Co-Founder

Royal Chateau Hall
Queens
04.2015 - 05.2020
  • Implemented targeted customer-facing strategies, boosting upselling rates and increasing revenue by up to 40%.
  • Surpassed annual targets by acquiring over 100 clients within two years.
  • Created brand champions by researching unique strategies that enhanced customer experience.

Customer Success Associate

Bitterroot Agency
Queens
09.2009 - 01.2015
  • Delivered comprehensive WIX software training, achieving a 50% reduction in support inquiries.
  • Developed innovative marketing strategies, resulting in a 30% enhancement of client experience.
  • Conducted ongoing market reviews to identify technological advancements and meet evolving customer needs.

Education

Bachelor of Arts - Psychology, Minor in Philosophy

CUNY John Jay College of Criminal Justice
Manhattan, NY
06.2011

Skills

  • Copywriting and pitching
  • Negotiation skills
  • SaaS expertise
  • Software training and support
  • Customer relationship management
  • Operations oversight
  • Information technology proficiency
  • Account management strategies
  • Data analysis techniques
  • Customer advocacy
  • Problem solving
  • Cross-functional collaboration

Strengths

  • Problem Solving
    Proven ability to assess customer challenges from multiple angles and deliver effective, lasting solutions.
  • Leadership
    Experienced in guiding teams of 15+ across customer success roles, with a focus on knowledge sharing, coaching, and performance growth.
  • Customer Training
    Skilled at translating complex systems into simple, actionable concepts through clear language and hands-on guidance during onboarding and demos.

Timeline

Customer Success Manager

Duel
07.2024 - Current

Senior Customer Success Manager

Live Story
06.2020 - 11.2023

Director of Customer Success, Co-Founder

Royal Chateau Hall
04.2015 - 05.2020

Customer Success Associate

Bitterroot Agency
09.2009 - 01.2015

Bachelor of Arts - Psychology, Minor in Philosophy

CUNY John Jay College of Criminal Justice

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