Kristin Hallas
Chandler
Summary
Dynamic Customer Success leader with a track record of driving team performance, fostering strong client relationships, and surpassing growth and retention goals. Adept at utilizing data-driven strategies to optimize customer retention, enhance product adoption, and elevate overall satisfaction. Committed to delivering innovative solutions that create measurable impact for both clients and organizations.
Overview
13
13
years of professional experience
Work History
Senior Director, Customer Success
Totango
02.2022 - Current
- Lead and manage a team of 8 Customer Success Managers (CSMs) overseeing 200+ accounts, driving revenue of $30M+
- Designed and implemented a full customer success lifecycle, including a risk program, renewal strategy, digital journey, and value tracking
- Spearheaded the transition strategy for customers during the merger of Catalyst and Totango, ensuring a seamless platform integration
- Leverage Totango's campaigns, success plays, and segmentation tools to proactively engage customers and enhance satisfaction
- Contributed over $3.164M in expansion pipeline, closing 50%+ in 2024
- Achieved an 85% customer retention rate through targeted strategies and initiatives
- Deliver tailored training sessions, product demos, and Q&A to drive improved customer outcomes and loyalty
Senior Director, Customer Success
Sonar Software
10.2019 - 01.2022
- Lead a team of 6 Client Experience Managers (CEMs) and 5 Technical Advisors (TAs), overseeing 40 mid-to-enterprise-level accounts valued at $3 million in revenue
- Designed and implemented a comprehensive customer success journey and workflow, including 30-60 day onboarding programs and product adoption strategies
- Managed customer migrations from the V1 to V2 platform, ensuring smooth transitions and minimal disruption
- Utilized Totango's campaigns, success plays, and segmentation engine to proactively engage customers and drive satisfaction
- Increased revenue by 20% year-over-year and achieved a 90% customer retention rate in the last 6 months
- Conducted tailored training sessions, demos, and Q&A, contributing to improved customer outcomes and loyalty
Senior Manager, Customer Success
Monster Worldwide
01.2018 - 09.2019
- Managed a team of 10 Customer Success Advisors, driving success across nearly $20 million in customer accounts
- Developed and executed 90-day onboarding programs and product adoption initiatives, improving client engagement
- Led data analysis to identify trends and recommend actionable insights for customers
- Acted as the Totango system administrator, ensuring platform accuracy, success play deployment, and real-time KPI tracking
- Achieved an 85% retention rate across all managed accounts in 2018
Manager, Client Adoption
Monster Worldwide
05.2016 - 12.2017
- Led a team of 6 Business Analysts and 5 Adoption Specialists to drive product adoption and deliver data-driven recommendations for continuous customer improvement
- Conducted client training, demos, and provided ongoing support to ensure successful product utilization
- Contributed to over $9 million in incremental revenue for the program in 2016
Manager, Business Analysis
Monster Worldwide
01.2012 - 04.2016
- Managed a team of 6 Business Analysts, creating automated processes for efficient reporting and analysis using BI tools
- Developed KPIs to measure and track customer success and provided strategic insights to support sales and business growth
- Delivered over $3 million in incremental revenue through data analysis and actionable recommendations
Education
Bachelor of Arts - Telecommunications (Marketing & Management)
Indiana University
Bloomington, IN05.2000
Skills
- Platforms & Tools: Totango, Salesforce, PowerBI, Looker, SQL, Zoom, WebEx, Slack, SharePoint, Google Suite
- Microsoft Office: Excel, PowerPoint, Word, Access, Outlook, OneNote
- Leadership & Team Management: Proven track record in leading teams, driving strategic initiatives, and fostering cross-functional collaboration
- Customer Success: Expertise in onboarding, product adoption, client training, data analysis, KPI tracking, and customer journey mapping
- Analytical & Strategic Thinking: Strong problem-solving and decision-making skills to drive business outcomes
- Public Speaking & Thought Leadership: Featured speaker at Totango Customer Summit (2019), Totango Webinar Series (2020), and multiple industry presentations
Volunteer Experience And Certifications
- Treasurer, Hamilton Cheer Boosters, 05/01/24, Present
- Catalyst Leadership Program Graduate, 05/01/23, 05/01/24
Timeline
Senior Director, Customer Success
Totango
02.2022 - Current
Senior Director, Customer Success
Sonar Software
10.2019 - 01.2022
Senior Manager, Customer Success
Monster Worldwide
01.2018 - 09.2019
Manager, Client Adoption
Monster Worldwide
05.2016 - 12.2017
Manager, Business Analysis
Monster Worldwide
01.2012 - 04.2016
Bachelor of Arts - Telecommunications (Marketing & Management)
Indiana University
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