Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Timeline
Generic

Kristina Wilbur

Omaha,NE

Summary

A compassionate and strategic Customer Success leader who leads with integrity and intention. With 7+ years of experience in SaaS, I specialize in driving product adoption, strengthening customer relationships, and fostering long-term success. Passionate about empowering teams, creating scalable frameworks, and advocating for customers to ensure an exceptional experience. Skilled in leveraging data-driven insights to drive engagement, retention, and revenue growth.

Overview

3
3
years of professional experience

Work History

Senior Manager, Customer Success

Buildertrend
Omaha, NE
10.2023 - Current
  • Continue to lead a team through multiple changes, providing employees with different perspectives from the business, customers, and their own careers while fostering psychological safety
  • Inspire and lead a team of Key Account Managers and Account Managers to drive meaningful customer engagement and increase retention by 8%
  • Achieved an average logo churn rate of 2.88% for 2024, enhancing customer loyalty through strategic initiatives
  • Implemented the migration of 2024 Customer Success roles into Account Manager roles to align with broader business goals, fostering deeper customer relationships and improving the overall experience
  • Championed a shift toward revenue growth and annual contract renewals while building a strong lead generation pipeline for the Account Executive team
  • Championed customer segmentation strategies to tailor engagement and ensure high-impact adoption initiatives for enterprise and SMB clients
  • Collaborating with Enablement Team to continue building the foundation for best practices and playbooks for Account Managers, standardizing workflows and enhancing operational efficiency

Senior Payments Manager

Buildertrend
Omaha, NE
01.2023 - 10.2023
  • Led a high-performing team with a mentorship-driven approach, coaching employees to exceed key performance indicators in retention and revenue growth
  • Implemented payment strategies that contributed to a 25% YoY revenue increase
  • Partnered closely with Finance and Compliance teams to enhance seamless payment operations and maintain regulatory compliance

Payments Manager

Buildertrend
Omaha, NE
03.2022 - 12.2022
  • Orchestrated initiatives that resulted in a 35% revenue growth YoY through optimized payment processing systems and fraud prevention strategies
  • Implemented customer outreach programs that deepened relationships, increased retention, and encouraged greater product adoption

Education

Bachelor of Business Administration (BBA) - Business Administration & Management

Bellevue University
Bellevue, NE
12-2015

Associate Degree - Business Administration, Management & Operations

Metropolitan Community College
Omaha
05-2007

Skills

  • Customer Success Leadership & Strategy
  • SaaS Product Adoption & Retention
  • Customer Segmentation & Engagement
  • Metrics-Driven Performance Management
  • Team Development & Coaching
  • Cross-Functional Collaboration
  • Process Optimization & Scalability
  • Data Analysis & Business Intelligence

Accomplishments

  • Spotlight Employee Q3 Town Hall 2022

Timeline

Senior Manager, Customer Success

Buildertrend
10.2023 - Current

Senior Payments Manager

Buildertrend
01.2023 - 10.2023

Payments Manager

Buildertrend
03.2022 - 12.2022

Bachelor of Business Administration (BBA) - Business Administration & Management

Bellevue University

Associate Degree - Business Administration, Management & Operations

Metropolitan Community College

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Kristina Wilbur