Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kevin Graham

Allen,US

Summary

Customer Success Manager with a proven track record in strategic planning and execution that drives customer engagement, retention, and loyalty. Known for adaptability in fast-paced environments and recognized as a reliable cross-functional collaborator who consistently delivers impactful results.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Success Manager

TownSq
01.2023 - Current
  • Crafted and implemented tailored success strategies for 100+ SMB and mid-market clients, aligning solutions with unique client needs to drive retention and growth.
  • Led collaboration with the Development team, actively participating in UAT testing and feedback loops prior to new product launches; crafted and executed go-to-market communications to drive engagement with product enhancements
  • Designed an executive engagement playbook, increasing C-level participation in 70% of accounts, strengthening strategic alignment with decision-makers.
  • Optimized client adoption and engagement through comprehensive business reviews, seamless onboarding, high-impact webinars, product demos, as well as voice-over and public-speaking initiatives.
  • Established and led a Client Advisory Board with the Director of Client Experience, collaborating cross-functionally with Sales, Development, and Marketing to gather client insights, influence product development, and amplify advocacy through strategic case studies and integrated communications.
  • Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.

Customer Success Relationship Manager

AppFolio
11.2021 - 09.2022


  • Proactively reduced client churn by developing data-driven client health assessments in Salesforce and HubSpot, enabling early intervention and exceeding the team’s average retention.
  • Led high-stakes renewal and expansion negotiations with 12 mid-market clients each quarter, driving revenue growth and securing long-term customer loyalty through strategic relationship-building and tailored solutions.
  • Maintained up-to-date expertise in banking regulations and compliance to safeguard both client and organizational interests, minimizing risk exposure and ensuring adherence to industry standards.
  • Spearheaded quarterly Net Promoter Score (NPS) improvement initiatives, orchestrating cross-functional efforts to analyze feedback, identify pain points, and implement targeted action plans that enhanced client satisfaction and loyalty.

Wealth Management Specialist

TD Ameritrade/Great West Financial/USAA
11.2009 - 09.2019
  • Performed in-depth market analysis to develop strategic, data-driven investment recommendations, resulting in strengthened client relationships and earning multiple President’s Club awards for top sales performance.
  • Managed a portfolio of 50+ high-net-worth clients, delivering personalized investment guidance that consistently met and exceeded performance targets, reinforcing client trust and loyalty.
  • Implemented tax-efficient strategies for clients'' investment portfolios, maximizing after-tax returns without compromising overall performance.
  • Led impactful client education programs, increasing product adoption and aligning client financial goals with service offerings to maximize value.
  • Drove a 15% increase in client satisfaction within a year by implementing targeted relationship-building strategies and maintaining a continuous feedback loop to adapt to evolving client needs.

Education

Bachelor of Science - Psychology

Collin College
Plano, TX

Skills

  • G-Suite
  • Client Relations
  • Revenue Growth
  • Key accounts development
  • Schedule Management
  • Salesforce
  • HubSpot
  • Customer Account Management
  • Customer Retention
  • Customer Relationship Building
  • Data Analysis & Reporting
  • Client Onboarding & Training
  • Customer Success Strategy Development & Implementation
  • Account Management (SMB, Mid-Market)
  • Contract Negotiations & Renewals
  • Case Study Development & Customer Feedback Analysis
  • Product Adoption & End-User Training
  • Project Management
  • SaaS Expertise
  • Excel
  • Strategic Communication
  • Cross-Functional Collaboration
  • Problem-Solving & Risk Mitigation
  • Relationship Building & Client Engagement
  • Active Listening & Empathy
  • Leadership & Teamwork
  • Presentation & Public Speaking
  • Conflict Resolution
  • Adaptability & Flexibility

Certification

Finra Series 7 and 63

Timeline

Customer Success Manager

TownSq
01.2023 - Current

Customer Success Relationship Manager

AppFolio
11.2021 - 09.2022

Wealth Management Specialist

TD Ameritrade/Great West Financial/USAA
11.2009 - 09.2019

Bachelor of Science - Psychology

Collin College

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Kevin Graham