Kippi Joiner

Customer Success Director with a strong history at Imagine Learning, achieving 20% year-over-year growth and improving customer satisfaction through effective account management and scalable systems. Expertise in change management and team enablement, utilizing data-driven insights to build robust client relationships and facilitate successful enterprise solution implementations. Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.

• Directed $30MM+ ARR portfolio, driving 20% YoY growth and exceeding Net Revenue Retention goals through scalable CS strategies and adoption programs.
• Led complex enterprise implementations and change management initiatives ensuring successful adoption across K-12 organizations.
• Architected data-driven CS operations-implementing automated workflows and KPIs that boosted CSAT by 8% and proactive engagement by 10%.
• Served as strategic advisor to high-ARR districts, achieving 98% satisfaction.
• Influenced product roadmap with enterprise insights, improving feature adoption.
• Developed and led multi-layer CSM team training, reducing ramp time 30% and increasing IC-manager efficiency.
• Strengthened renewal positioning for a $12-15MM ARR portfolio through improved service models.
• Partnered cross-functionally to resolve escalations, improving resolution time by 20% and enhancing customer loyalty.
• Mentored and developed new CSMs, reducing ramp time by ~15%.
• Improved retention 5-7% through usage analysis and operational refinement.
• Managed 70-80 district accounts representing $10-12MM ARR.
• Led EBRs improving adoption by 10-12% YoY.
• Achieved 90%+ retention through proactive engagement.
• Streamlined onboarding processes reducing ramp time by 20% and increasing efficiency by 18%.
• Increased client retention by 10% and upsell revenue by 8%.
• Improved sales conversion by 15%.
• Boosted qualified leads by 10% through coordinated campaigns.