Mina Kang
Summary
- Seasoned Customer Success professional with over ten years of experience building strategic relationships across a diverse portfolio of enterprise customers based in the SaaS space. Successful customer champion with the ability to collaborate with cross functional teams while driving revenue retention & growth. Currently empowering go to market teams to accelerate revenue expansion with Showpad, the sales enablement technology leader. Personal Summary
- Trusted client advisor with proven success in providing solutions that align to customer’s objectives
- Strategic account manager with relationships across enterprise accounts in multiple verticals from CxO’s to project owners
- Successful customer advocate with the ability to drive adoption resulting in renewals & expansions
- Solid execution abilities to align company goals with revenue attainment
- Excellent communicator & skilled presenter
- Solutions based seller & provider
Overview
11
11
years of professional experience
Work History
Sr. Enterprise Customer Success Manager / Showpad
American Airlines
San Francisco, CA
01.2021 - Current
- Responsible for $2.5M in annual recurring revenue across 15 strategic enterprise accounts (e.g.: Spectrum Enterprise, , Danaher Holding Company, Cloudflare, etc.)
- Own customer journey from implementation hand off to renewal to growth
- Provide comprehensive business reviews with key stakeholders to drive adoption, retention & growth
- Create & maintain strategic account plans to deliver on KPI’s & maximize value
- Drive Showpad usage and success with customer champions to grow into additional business units and operating companies
- Partner with cross functional teams to provide white glove customer experience (e.g.: support for technical issues, product for feature enhancements/beta programs, sales for expansions, professional services for implementation, marketing for events)
- Key Achievements - 2023
- 0% churn
- 200K Added ARR (70% on target)
Enterprise Customer Success Manager / WeWork
San Francisco, CA
01.2019 - 01.2020
- In annual recurring revenue across 40 strategic enterprise accounts (e.g.: Pinterest, Box, Stripe, Blue Shield, Adobe, LinkedIn, Walt Disney Company, etc.)
- Establish customer’s business goals and assess market maturity to create a success plan
- Achieve customer’s key metrics via adoption plans, product consults, QBR’s, and leadership connections
- Consult & coach SMB/Mid Market CSM’s on best practices for customer engagement strategies
- Set up processes around customer journey (e.g.: implementation, adoption, retention, referenceability)
- Collaborate with cross functional teams to deliver the best customer experience and ensure customer retention
- Key Achievements
- Re-engaged with silent customers due to lack of coverage (e.g.: Live Nation)
- Expanded numerous customer footprints within book of business through upsells (e.g.: Walt Disney, CBS, Farmers Insurance, City of San Francisco)
- 0% churn for Q4 2019
Customer Advisory Manager / Collibra
New York, NY
01.2017 - 01.2019
- Responsible for $4M in annual recurring revenue across 20 enterprise customer accounts (e.g.: AIG, SVB, Dell, Exxon, TransAmerica, Deloitte, KPMG, Harvard University, NYU Langone, etc.)
- Executed on project plans to launch initial use cases, aligning with appropriate cross functional teams
- Maintained ongoing weekly or biweekly cadence meetings with customer to stay on project plan
- Built strategic customer success plans to drive adoption, expansion & growth
- Advocated for customer internally when faced with product bugs, outages & all other technical or general constraints
- Quarterly onsite customer business reviews to showcase client’s milestones, upcoming objectives along with Collibra roadmaps & updates
- Advised customers on a prescriptive path to ensure success & value across the customer’s data governance organization
- Drove opportunities for additional use cases & solutions
- Created & implemented at risk plans to restore customer health & prevent churn
- Connected customers with appropriate resources where needed to enhance success (e.g.: technical partners, industry related professionals, executive mappings)
- Key Achievements
- 97% renewal rate for FY2018
- 110% of quota for FY2018 (+$500K in net new ARR)
- Consistently high NPS rankings within personal book of business
Engagement Manager
FirstRain
New York, NY
01.2013 - 01.2017
- Responsible for $4M in recurring annual revenue within personal book of business
- Monitored customer deployments to ensure technical quality was running optimally
- Provided quarterly customer engagement reviews to buyer & strategized
- Identified at risk customers & provided a targeted solution to restore account health
Education
Bachelor of Science - International Business
San Jose State University
Skills
- Technical Skills
- Salesforce CRM, Zendesk, Atlassian JIRA, AWS Quicksight, Gainsight
Timeline
Sr. Enterprise Customer Success Manager / Showpad
American Airlines
01.2021 - Current
Enterprise Customer Success Manager / WeWork
01.2019 - 01.2020
Customer Advisory Manager / Collibra
01.2017 - 01.2019
Engagement Manager
FirstRain
01.2013 - 01.2017
Bachelor of Science - International Business
San Jose State University
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