Kristin Farina
Boston,MA
Summary
Experienced customer success leader with a proven track record in guiding teams, managing complex projects, and achieving strategic objectives. Adept at building strong partnerships and ensuring high standards are met while aligning efforts with organizational goals. Recognized for a collaborative approach and unwavering commitment to excellence.
Overview
6
6
years of professional experience
Work History
Senior Customer Success Manager Enterprise
Toast, Inc.
11.2022 - 02.2024
- Customer-centric trusted advisor managing 15-20 brand names of the largest accounts with locations ranging from 50-150+ per account and an accumulated book of business ARR exceeding $6-7 million with a focus of growth, adoption, and retention
- Responsible for retaining $35k in ARR per quarter in upsells and lead generation and achieved 150%-200% of goal every quarter
- Building and maintaining strong partnerships with account corporate leaders and stakeholders by thoughtfully proactively engaging in the post-sales life cycle
- Prepared contract renewals and facilitated negotiations
- Acted as 'Voice of the Customer' managing feature requests desired by the customer and presenting these quarterly to our product and development team
- Working closely with go-to-market teams to create and implement best onboarding plans and post sales support for the customer journey
- Handled account escalations through to resolution by identifying the customer's core problem and working closely with internal teams
- Prepared and executed the timeline, agenda, and planning of onboarding new locations/new products to ensure a successful launch
- Prepared and led Strategic Business reviews quarterly to ensure success based on customers goals, KPIs and overall account health
- Analyzing data retained from product ROI and making data driven decisions and suggestions for the customer by identifying opportunities for adoption and growth
- Mentor to new hires and leading internal enablement sessions for onboarding new hires to prepare them for success in the role
- Travel 1-2 times per quarter for customer conferences and internal sales QBRs acting as a lead for Customer Success.
Senior Customer Success Manager Mid-Market/SMB
Toast, Inc.
11.2020 - 01.2022
- Customer-centric trusted advisor for Toast customers in the SMB/MM segment consisting of a portfolio of 60-70 Toast accounts with ARR ranging from $100K-to $500K with the goals of promoting product adoption & activation, increased account growth, customer retention and overall customer satisfaction
- Creating and presenting Strategic Business Reviews for Toast customers to offer a consultative approach as a Sr
- CSM by collaborating with the customer to maintain the accounts good health and retain business
- Responsible for retaining $25k in ARR per quarter and achieved 150-200% of goal every quarter while in position
- Aided accounts in Toast platform adoption using learning modules including Online Ordering, Email Marketing and Gift Cards to ensure customers expert-level knowledge of the platform
- Led internal programs within Toast Customer Success such as our Reseller Transition Project: Customer Success team lead for all reseller transitions communication and best practices
- Created an internal playbook used by our cross functional teams for replacing Self Managed Networks with a Toast Meraki
- This included working cross functionally and collaborating between departments to create and implement a seamless playbook to be followed by our Customer Success team, Sales, Networking and Customer Care teams
- Acted as an enablement lead for Customer Success onboarding experience by organizing, scheduling, and leading new hires
- Facilitator on multiple internal training sessions for Salesforce, Pipeline training, and Salesforce report building
- Handle account escalations through to resolution by identifying the customer's core problem and looping in appropriate Toast points of contact; preventing future churn for Toast while also striving to do right by the customer and maintaining their happiness with Toast.
Customer Success Manager
Toast, Inc.
07.2019 - 04.2020
- Customer-centric trusted advisor for a book of 200-220 Toast customer accounts with the goals of promoting product adoption, retention and increased account growth
- Achieved and exceeded quarterly targets of annual recurring revenue
- Responsible for retaining $18k in ARR per quarter and achieved 150-200% of goal every quarter while in position
- Aided accounts in Toast platform adoption using learning modules including Online Ordering, Email Marketing and Gift Cards to ensure customers expert-level knowledge of the platform
- Acted as team lead for former Sales Associates interested in joining Customer Success by creating and implementing a career path to becoming a Customer Success Manager
- Presented at Sales QBRs to represent the Customer Success team and best practices to working with your Customer Success Manager.
Sales Associate
Toast, Inc
06.2018 - 07.2019
- Managed lead generation through complex calendar management and healthy pipeline
- Experienced in selling SaaS cloud based software, products, and partners of the Toast platform
- Held to 15 demos & 4 wins per month
- Averaged 22 demos and 8 wins per month during tenure
- 83 total wins, 700k self sourced deals with an average ACV of $8,310 per deal vs the floor average of $7K.
Education
BA in Strategic Communications -
Bridgewater State University
05.2018
Skills
- Customer Success SMB/Mid-Market/Enterprise
- Customer Onboarding
- Account Management
- Training and Mentoring
- Upselling Strategies
- Strategic Planning & Project Management
- Customer Growth, Adoption, Retention
- Relationship Building
- Data-driven decision-making
- Contract Negotiations & Renewals
Timeline
Senior Customer Success Manager Enterprise
Toast, Inc.
11.2022 - 02.2024
Senior Customer Success Manager Mid-Market/SMB
Toast, Inc.
11.2020 - 01.2022
Customer Success Manager
Toast, Inc.
07.2019 - 04.2020
Sales Associate
Toast, Inc
06.2018 - 07.2019
BA in Strategic Communications -
Bridgewater State University
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