KYLE DAWSON

Work History

Bloomerang

04.2023 - 04.2025

Led Customer Success and Renewal functional teams responsible for 22k accounts and $70M ARR.
Grew NRR to 109%, up 5% over two years, maintained GRR and logo retention at 91% and achieved an NPS of over 40.
Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
Collaborated with senior leadership to develop strategic initiatives and long term goals.
Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization
Developed at scale motions using AI and automations to improve efficiencies of CSMs, allowing them to have more meaningful customer conversations.
Cultivated strong relationships with key stakeholders, including customers, vendors, and community leaders to promote collaboration and long-term success.

Workspot

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.

Vonage

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.

ShoreTel

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.

ShoreTel

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.

ShoreTel

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.