Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kyle Holden

Raleigh,NC

Summary

7Investing Podcast | The Role of Customer Success in Enterprise Software (https://youtu.be/C_wUGJN9YsQ)


10+ years of Customer Success experience influencing change management and technology adoption, achieving net retention north of 115%...often using Avengers GIFs to celebrate client accomplishments - Team Thor!


Touched a 2000 year old olive tree, lived in a castle for a few days, climbed an ancient volcano, and own land in Scotland. Oh, and also survived a venomous snake bite (which may or may not have left me with undiscovered superpowers).

Overview

12
12
years of professional experience

Work History

Principal Customer Success Executive - Strategic

Okta, Inc.
05.2022 - Current
  • Partnered with executive (CIO/CTO/CISO/CDO) and senior IT leaders to create and deploy effective identity and access management (IAM) strategies that elevated customer experiences, boosted workforce productivity, and strengthened application access.
  • Managed $10.4M in ARR through 4 accounts, including First-Citizens' Bank & Trust, Guardian Life Insurance Corporation, and State Employees' Credit Union (NC)
  • Attained 98% retention by driving strategic and life cycle value through technology deployment and adoption
  • Achieved 119% net retention through consistent engagement, technology adoption, and life cycle orchestration with customer - includes growing First-Citizens' from $1.7M to $4.5M ARR over 4 years
  • Formed and managed internal thought leadership team aimed at promoting awareness of Financial Service
  • Executed EBCs, QBRs, and Success Plans, facilitating customer deployment of identity-centric and cloud-native use cases aimed at achieving Zero Trust security for dynamic/remote workforces and CIAM applications.

Senior Customer Success Executive - Enterprise

Okta, Inc.
11.2019 - 05.2022
  • Managed $6.3M in ARR through 7 accounts, including Fidelity National Financial, Synovus Financial Corp, First Citizens' Bank & Trust and the Association of International Certified Professional Accountants (AICPA)
  • Attained 97% retention by driving strategic and life cycle value through technology deployment and adoption
  • Achieved 115% net retention through consistent engagement, technology adoption, and life cycle orchestration with customers

Senior Customer Success Manager - Enterprise

Lucidworks
01.2019 - 10.2019
  • Consulted with senior merchandising and IT leaders to develop and implement effective digital commerce and workplace search strategies that led to increased revenues and improved internal efficiencies
  • Managed $3.5M in ARR through 31 accounts, including TIAA, PNC Financial, Spectrum Healthcare and US EPA
  • Attained 94% retention by driving strategic and life cycle value through technology deployment and adoption
  • Achieved 104% net retention through consistent engagement, technology adoption, and life cycle orchestration with customers
  • Enhanced eCommerce-driven revenue capacity for two NYSE listed companies, WESCO International and Imperial Supplies (W.W. Grainger subsidiary)

Customer Success Manager - Enterprise

Cisco Systems, Inc.
07.2017 - 12.2018
  • Consulted with C-level executives and senior IT leaders to develop and implement an effective, enterprise-wide strategy that maximizes the value delivered by Cisco's cyber security technologies and services
  • Managed $11M in ARR through 34 accounts, including The New York Times, Nuance Communications, and Olympus Corporation of America
  • Increased BoB health score 21% YoY by driving strategic and life cycle value through technology deployment and adoption
  • Uncovered $9.5M in potential expand revenue through consistent engagement, technology adoption, and life cycle orchestration with customers

Client Relationship Manager

Relias Learning, LLC
04.2013 - 07.2017
  • Company Overview: A Subsidiary Of Bertelsmann
  • Promoted to lead the development of a SaaS client retention and risk mitigation department, accelerating the company's growth from $30m to $120m in annual revenue
  • Improved renewal rate of proactive SMB projects from 85% to 96% by developing an automated alert system in salesforce.com to quickly identify and strategically engage clients with regressive product usage
  • Developed client health scores by leading the integration of key metrics from Relias' LMS database into salesforce.com
  • Collaboratively connected 7 departments within the company by automating inter-departmental communication and risk documentation processes, leading to quicker identification and engagement of $10M in risked accounts
  • A Subsidiary Of Bertelsmann

Education

Bachelor of Science - Biomedical Engineering

North Carolina State University
Raleigh, NC

Skills

  • Executive Presence

  • SaaS Business Models

  • Customer Relations

  • Salesforcecom

  • Gainsight

  • Google Workspace

  • Slack

  • AWS Workspace

  • Zoom

  • AI Proficiency

Timeline

Principal Customer Success Executive - Strategic

Okta, Inc.
05.2022 - Current

Senior Customer Success Executive - Enterprise

Okta, Inc.
11.2019 - 05.2022

Senior Customer Success Manager - Enterprise

Lucidworks
01.2019 - 10.2019

Customer Success Manager - Enterprise

Cisco Systems, Inc.
07.2017 - 12.2018

Client Relationship Manager

Relias Learning, LLC
04.2013 - 07.2017

Bachelor of Science - Biomedical Engineering

North Carolina State University

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