Kyle Moore
Jacksonville
Summary
Dynamic Group Account Director with NP Digital, recognized for driving a 28% YoY renewal rate increase through AI-driven insights and proactive engagement. Expert in digital customer success and retention strategy, fostering a growth mindset while coaching cross-functional teams. Proven track record in revenue growth and portfolio management, delivering exceptional client outcomes.
Overview
8
8
years of professional experience
5
5
Certification
Work History
Group Account Director
NP Digital
01.2023 - Current
- Designed and executed digital-first playbooks to engage and retain a $6.8M+ client portfolio, achieving the lowest churn rate in division history (3.4% TTM).
- Increased renewal rate by 28% YoY through automated health monitoring, AI-driven insights, and proactive engagement strategies.
- Delivered 19% YoY revenue uplift by embedding expansion opportunities into digital success motions through ARR and MRR upsells/cross-sells.
- Coached Account Directors and Managers, building scalable team processes across theportfolio of accounts while fostering a culture of accountability and agrowth mindset.
- Recognized as “Strategic Thinker of the Year” for innovation in digital client success operations.
Account Director
NP Digital
01.2021 - 01.2023
- Led cross-functional success teams delivering multi-channel strategies (paid media, SEO, CRO, email, DPR, CTV/OLV, Programmatic and other tactics).
- Reduced churn 18% YoY and achieved 9.6 average NPS by creating scalable digital engagement frameworks.
- Built customer journey models leveraging automation and data insights to improve adoption and retention.
- Team recognized in Search Engine Journal for Best SMB Paid Campaign (2022).
Media Strategy Manager
Guidewell | Florida Blue
01.2020 - 01.2021
- Managed a $35MM+ portfolio across four divisions, exceeding lead-gen targets by 14% via improved campaign performance and adoption.
- Partnered with operations and analytics teams to deploy automated reporting and health monitoring dashboards.
- Aligned cross-functional programs across marketing, product, and digital experience to support enterprise-wide adoption.
Director of Customer Success – Enterprise Networks
Web.com
01.2018 - 01.2020
- Directed $22.4MM customer success portfolio, delivering measurable value across enterprise rollouts and multi-location expansions.
- Sustained sub 5% churn for portfolio while managing team of 12 CSM’s across 6 partnerships.
- Achieved 17% cost efficiencies through scalable playbooks and process automation.
- Mentored four managers into Director roles; championed a growth-mindset culture to strengthen talent development.
- Built strategic C-level partnerships to align customer outcomes with revenue expansion goals.
Education
MBA - Marketing Concentration
University of Phoenix
12.2016
BA - Marketing & Communications
Radford University
12.2013
Skills
- Digital Customer Success & Retention Strategy
- AI & Automation for Scalable Engagement
- Customer Health & Expansion Programs
- Commercial & Velocity Segment Leadership
- Revenue Growth & Portfolio Management
- KPIs, Analytics, and Success Metrics
- CRM & CS Platforms (Salesforce, Gainsight, HubSpot)
- Cross-Functional Team Coaching & Development
Certification
- Google Project Management, 03/2025
- AI for Everyone – DeepLearning.AI, 09/2024
- Change Management Foundations- LinkedIn, 02/2024
- Advanced Digital Marketing- DMI, 08/2023
- Google Analytics Advanced, Active since 2017
- Google Partner Certification, Active since 2017
Community Service
- Member of Captains for Clean Water
- Coastal Conservation Association
- Wounded Warrior Project
Hobbies and Interests
- Avid golfer
- Conservationist
- Outdoor enthusiast
- Passionate about people, technology, and impact
Timeline
Group Account Director
NP Digital
01.2023 - Current
Account Director
NP Digital
01.2021 - 01.2023
Media Strategy Manager
Guidewell | Florida Blue
01.2020 - 01.2021
Director of Customer Success – Enterprise Networks
Web.com
01.2018 - 01.2020
MBA - Marketing Concentration
University of Phoenix
BA - Marketing & Communications
Radford University