Krystle Haines
Greenville
Summary
Results-driven specialist in Partners and Programs with 15+ years in Operations and Customer Management. Expertise in leading complex, cross-functional initiatives for global organizations, delivering scalable, technology-driven programs that align strategy with execution. Recognized for building strong partnerships and guiding high-performing teams to achieve operational excellence across various industries. Committed to creating infrastructures that foster long-term growth and innovation.
Overview
19
19
years of professional experience
Work History
VP OF CUSTOMER SUCCESS {Contract}}
BUBTY
04.2024 - 01.2025
- Directed the Customer Success department comprised of Implementation Managers, Customer Success Managers, and Support Specialists, to ensure customers achieved their desired outcomes.
- Established trust with key stakeholders, including Atrium, Nelson Connects, The Indie List, and CXC, by understanding their business needs through proactive communication and market research.
- Developed customer success strategies that drove an 90% retention rate, 57% increase in adoption, 35% revenue expansion, and improved average customer satisfaction scores.
- Led internal and external change management initiatives for newly established systems and processes.
- Spearheaded the build and rollout of new pricing models and product offerings to increase revenue.
DIRECTOR OF CUSTOMER SUCCESS & OPERATIONS
WORKSUITE
08.2022 - 12.2023
- Led the Customer Success team while growing relationships with over 200 customers across the globe, including Disney, Netflix, Microsoft, The Home Depot, WebMD, among others.
- Collaborated closely with the Sales team and CSM's to identify and close upsell, cross-sell, and renewal opportunities, resulting in a 60% increase in annual recurring revenue (ARR).
- Introduced data-driven decision making by implementing programs to track customer and department health, providing clear visibility into customer status and performance metrics.
- Optimized customer journey mapping, ensuring timely and personalized interactions that led to a reduction in customer escalations and an increase in expansion opportunity identification.
- Curated tailored success plans for CS managers to set clear expectations, support personal and professional growth, promote exceptional results and ultimately generate employee satisfaction.
- Established cross-team processes through programs to boost efficiency and streamline operations, saving an accumulation of 100+ hours weekly across departments to focus on company growth.
CREATIVE WORKFORCE INFRASTRUCTURE PROGRAM MANAGER
NETFLIX
Los Angeles
11.2019 - 09.2022
- Enhanced Netflix's freelance workforce infrastructure, increasing talent visibility by 98% and resource efficiency by 80%.
- Designed creative pipelining frameworks, reducing time-to-hire by 50% and improving freelancer satisfaction by 80%.
- Defined KPIs and OKRs to drive data-informed decisions, resulting in a 40% rise in program success rates.
- Documented processes to ensure compliance and established best practices for program implementation.
- Cultivated relationships with stakeholders, aligning initiatives and elevating stakeholder satisfaction by 80%.
- Deployed operational solutions across 16 departments, boosting departmental efficiency by 30% and eliminating bottlenecks.
CRM MANAGER {Contract}
NETFLIX
Los Angeles
08.2019 - 11.2019
- Managed contracts, schedules, budgets, and deliverables for the Creative Studio department, overseeing 1,000+ projects, ensuring timely, and on-budget completion.
- Developed programs to improve operational efficiency and project tracking, resulting in a 40% reduction in project delays and enhanced workflow visibility.
- Implemented quality control processes that ensured consistent high standards and on-time delivery, achieving a 95% on-time completion rate from concept to delivery.
DIRECTOR OF CREATIVE PROGRAM OPERATIONS
MUTESIX
Los Angeles
03.2017 - 06.2019
- Transformed a non-profitable department into a revenue-generating asset.
- Led key account strategies for clients like Petco, Pinterest, Converse, and Theragun, maximizing ROAS and driving a 30% increase in client revenue year-over-year.
- Achieved department revenue targets by restructuring and revitalizing the creative team, resulting in a 40% boost in operational efficiency through strategic recruitment, training, and process optimization.
- Managed a team of 40+ creatives, including Producers, Editors, Designers, and Copywriters. Strategically improved team productivity and quality output, through performance motivation, by 60%.
- Streamlined operational systems and processes, improving client retention by 20% and ensuring timely, high-quality delivery for 400+ clients, contributing to a 15% reduction in project turnaround time.
PRODUCER/PRODUCTION MANAGER: PHYSICAL PRODUCTIONS
Independent Contractor
01.2006 - 01.2018
- Produced and managed productions for brands including Bunim/Murray, Lifetime, and Netflix.
- Oversaw all production phases, encompassing staffing, casting, budgeting, and logistics.
- Coordinated global travel and accommodations for cast and crew to ensure seamless operations.
- Led teams of over 100 individuals while managing high-profile talent effectively.
- Secured funding for and produced an award-winning short film.
PEOPLE OPERATIONS MANAGER
BUZZFEED
Los Angeles
01.2016 - 03.2017
- Oversaw operations and coordination of personnel, security, accommodations, and facilities.
- Managed reservations, registration, security assessments, access control, guest services, facility maintenance, and office needs for 1,000+ individuals within a 100,000+ sqft space.
- Coordinated secure entry and transportation for guests, including high-profile celebrities, ensuring a safe and seamless experience.
- Secured and managed vendor relationships for facility and general office tasks.
CREATIVE MARKETING & BRAND STRATEGY CONSULTANT
Independent Consulting
New York
01.2012 - 01.2017
- Executed comprehensive brand strategies aligned with client goals, enhancing brand awareness and revenue growth.
- Directed creative content strategy, resulting in 25% increase in customer engagement and 30% boost in brand recognition.
- Conducted market research and competitor analysis to optimize brand positioning and differentiation.
- Cultivated strong client relationships, delivering tailored solutions for sustained brand growth and loyalty.
Education
Bachelor of Science - Production
Full Sail University
Orlando, FL10-2010
Associate of Science - Business Administration And Management
Florida Keys College
Tavernier, FL06-2008
Skills
- Customer success and relationship management
- Data analysis and market trends
- Change and process management
- Revenue growth strategies
- Stakeholder engagement and collaboration
- Operational efficiency improvements
- Strategic planning and execution
- Team leadership and development
- Project management methodologies
- Performance metrics and monitoring
- Upselling and cross-selling techniques
- Employee training and mentoring
- Customer journey mapping strategies
- Verbal and written communication skills
- OKRs and KPIs alignment
- Business development initiatives
- Complex problem-solving abilities
- Contract negotiation expertise
- Staff recruiting and retention strategies
- Customer rapport building techniques
- Proposals and presentations delivery
- Competitor trend analysis insights
- Critical thinking skills application
- CRM software proficiency
- Cross-functional team leadership capabilities
- Price structuring strategies
- Documentation and reporting accuracy
- Account management best practices
- Process improvement methodologies
- Revenue cycle management
Technical Skills, Coursework & Certifications
- SaaS | Google Workspace, Microsoft 365, Monday.com, Salesforce, Asana, Wrike, Jira, HubSpot, ZenDesk, Slack, Adobe Suite, Worksuite, Zoom, DocuSign, and more.
- Certifications | PMP, CCWP, COM
- Courses | CEO Test: Mastering Leadership Challenges by Big Idea Club, Project Management Foundations by Bonnie Biafore, Business Analysis for Project Managers by Greta Blash, Project Management Skills for Leaders by Dana Brownle, Become a Better Negotiator by Davis Jones, Data Integration by Ahmed Fessi, Operation Management Foundations by Eddie Davila, Operational Excellence Foundations by Richard Chua, How to Speak So People Want to Listen by Pete Mockaitis, and others.
References
References available upon request.
Timeline
VP OF CUSTOMER SUCCESS {Contract}}
BUBTY
04.2024 - 01.2025
DIRECTOR OF CUSTOMER SUCCESS & OPERATIONS
WORKSUITE
08.2022 - 12.2023
CREATIVE WORKFORCE INFRASTRUCTURE PROGRAM MANAGER
NETFLIX
11.2019 - 09.2022
CRM MANAGER {Contract}
NETFLIX
08.2019 - 11.2019
DIRECTOR OF CREATIVE PROGRAM OPERATIONS
MUTESIX
03.2017 - 06.2019
PEOPLE OPERATIONS MANAGER
BUZZFEED
01.2016 - 03.2017
CREATIVE MARKETING & BRAND STRATEGY CONSULTANT
Independent Consulting
01.2012 - 01.2017
PRODUCER/PRODUCTION MANAGER: PHYSICAL PRODUCTIONS
Independent Contractor
01.2006 - 01.2018
Bachelor of Science - Production
Full Sail University
Associate of Science - Business Administration And Management
Florida Keys College
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