Kendahl Palmer

• Built and launched a commercial customer success program (SMB) from the ground up, including operating as a CSM to tailor the approach, team hiring, playbooks, segmentation strategy, and KPIs— saving the company $1.9M in headcount costs within the first 6 months.
• Lead a team of multiple Managers and 25+ Customer Success Managers (CSMs) in a high-growth SaaS environment, achieving 110% Net dollar retention in strategic accounts. Overseeing a client book of 1600 customers, and more than $35M in ARR.
• Developed and implemented a client health framework using product usage data and qualitative signals.
• Partnered closely with Sales and Product teams to align roadmaps with client feedback, directly contributing to a 20% increase in upsell revenue and improved cross-functional collaboration.
• Created executive-level QBRs and value realization reports for enterprise clients, deepening relationships with key stakeholders and influencing multi-year renewal outcomes.
• Scaled onboarding and lifecycle playbooks for customers, cutting time-to-adoption by 50%, and providing value realization within the first 60 days.
• Co-led the rollout of Planhat and Salesforce automation across the CS function, improving team efficiency by 35% and enabling scalable client engagement.
• Regularly consulted with C-level executives to deliver insights that shaped strategic decisions, positioning the CS team as a trusted thought partner.
• Cultivated a diverse and distributed CS team across regions, fostering a culture of ownership, transparency, and team work.

• Led a global Support & Customer Success team of 45+ individual contributors, and 7+ Managers, focused on retention, renewals, and adoption.
• Set and executed global strategy for Support and Customer Success functions.
• Scaled Support team by 200% and Customer Success by 25%+.
• Built Centers of Excellence to unify strategy and customer engagement across regions.
• Presented KPIs and strategic updates to C-level executives and board of directors.
• Led quarterly business reviews with key Enterprise customers.
• Oversaw major post-acquisition integration efforts, ensuring team stability and system continuity.

• Created and led a global Customer Success team (14+ individual contributors, and 2+ Managers), focused on retention, renewals, and adoption.
• Oversaw 1200+ customers, $55M+ in ARR and drove a combined ARR of 94% (up from 89%) across segments (Commercial, Mid-Market, Enterprise).
• Developed playbooks, success plans, and forecasting models.
• Implemented and led Net Promoter Score (NPS) program.
• Partnered with Sales to optimize deal structure and renewal strategies.

• Directed global support operations and team performance. Including launching support teams in India, France, Germany and the UK.
• Rolled out Zendesk to improve support workflows and customer self-service.
• Pioneered global 'follow-the-sun' model, reducing staffing costs by 25%+.

• Supervisor, Support

• Technical Lead

• Product Support Manager

• Support Consultant

• Support Analyst