Salesforce
KYLE DAWSON
VP, Customer Success
Austin,TX
Summary
Goal-oriented manager with distinguished experience in SaaS industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving retention and growth. Committed to streamlining procedures while optimizing employee talent.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
VP, CUSTOMER SUCCESS
BLOOMERANG
Austin, Texas
04.2023 - Current
- Led Customer Success and Renewal functional teams responsible for 22k accounts and $70M ARR.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Identified opportunities to improve business process flows and productivity.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization
- Grew NRR to 109% and GRR to 91%, with an NPS over 40.
- Developed at scale motions using automations to improve efficiencies of CSMs, allowing them to have more meaningful customer conversations.
SR. DIRECTOR CUSTOMER SUCCESS
WORKSPOT
Austin, Texas
03.2020 - 04.2023
- Led team of customer success managers who were responsible for 30M in ARR.
- Created customer success function from scratch, including hiring of all new teammates. Grew team from 0 to 4.
- Produced new processes around identifying new growth and marketing opportunities, as well as identifying customers who are at-risk.
- Partnered with internal product and engineering teams to create new process around customer input to help lead product roadmap. Credibly communicated about cloud computing (infrastructure, platform, and application) and performed basic technical qualifications.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals to better facilitate understanding of customer needs.
- Managed startup roadmap through successful implementation and deployment of Gainsight to drive proactivity around customer health, issues and metrics
- Obtained and maintained industry-leading Net Promoter Score (NPS) of 80.
SENIOR CUSTOMER SUCCESS MANAGER
VONAGE
Austin, Texas
07.2017 - 03.2020
- 100% retention rate of named accounts during tenure by actively engaging and inspiring executives at customers.
- Acted as partner and consultant for 20 accounts equaling 5.4M in ARR.
- Facilitated penetration of key accounts via strategic planning initiatives using thorough understanding of technology.
- Uncovered and implemented training opportunities to enhance product adoption.
- Conducted on-site business reviews to unlock new business and grow relationships with customer base.
- Communicated best practices to customers to align value with efforts and goals.
PROJECT MANAGER
SHORETEL
Austin, Texas
09.2016 - 06.2017
- Managed multiple tasks with shifting priorities and varying project deadlines, without sacrificing quality.
- Managed 10 to 15 implementations at any given time.
- Successfully led, navigated ambiguity, prioritized competing priorities, and identified plans and resources required to meet project goals and objectives.
- Modified and directed project plans to meet organizational needs.
- Facilitated communication between internal personnel, contractors and vendors for project cohesion and to align on business values and capabilities.
MANAGER, PROJECT MANAGEMENT
SHORETEL
Rochester, New York
06.2014 - 09.2016
- Managed project budget of $6 million in annual recurring revenue
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Delivered feedback to executive decision-makers regarding employee performance and training needs.
CUSTOMER SUPPORT MANAGER
SHORETEL
Rochester, New York
10.2009 - 06.2014
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Generated status and performance reports to facilitate continuous improvement.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Addressed negative customer feedback immediately to maintain overall CSAT metric of 90% or higher.
Education
Bachelor of Science - Management Information Systems
08.2005 - 06.2009
Skills
Collaborative leadership
Accomplishments
- Recipient of the SVP Award in February of 2016 for reducing escalations due to poor customer experience at ShoreTel.
- Named CSM of the Year for 2019 at Vonage.
- Recipient of “Before Us, The Customer” award in Q2 of 2019 at Vonage.
Software
Gainsight
Jira
Timeline
VP, CUSTOMER SUCCESS - BLOOMERANG
04.2023 - Current
SR. DIRECTOR CUSTOMER SUCCESS - WORKSPOT
03.2020 - 04.2023
SENIOR CUSTOMER SUCCESS MANAGER - VONAGE
07.2017 - 03.2020
PROJECT MANAGER - SHORETEL
09.2016 - 06.2017
MANAGER, PROJECT MANAGEMENT - SHORETEL
06.2014 - 09.2016
CUSTOMER SUPPORT MANAGER - SHORETEL
10.2009 - 06.2014
Rochester Institute of Technology - Bachelor of Science, Management Information Systems
08.2005 - 06.2009
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