Jeff Kinsel

Customer Success Executive

Salt Lake City, United States (-07:00 UTC) Englishfrom Salt Lake City , United States
Usually responds in 1 day
Free
Price per hour
30 min
Time Blocks Available
5.00
7 reviews / 7 sessions
Tue
17
Next availability

Bio

I have worked in SaaS for the past 8+ years in a myriad of capacities, but primarily in customer success. I love the fun of small companies, but recognize the challenges that come with everything being a little bit on fire all the time. I have seen almost every side of a growing startup and how they are all interwoven together to make something great. Culture and leadership are special passions of mine, and I love helping people plan out how to make the best for their employees.

Expertise

  • Building a team

    I have been a manager (and manager of managers) for the past 12 years and I have learned a tremendous amount of correct (and incorrect) ways to build a team.

  • Customer success

    With 8 years in customer success leadership in SaaS, and 12 years of leading customer teams, I am well versed in customer success organizations from individual contributors up to second-level line managers. I was instrumental in helping turn our organization from 4% monthly churn to a Net-negative within 7 quarters and love examining the emerging discipline of Customer Success.

Toolkit

  • Salesforce logo

    Salesforce

    11 years of experience

    Worked in Salesforce as a user for many years. Comfortable with pulling reports, interpreting data, and understanding what good usage/hygiene looks like.

Industries

  • SaaS

    I have worked in several softwares supporting major core functions of a business as a platform of record. CRM, File Management, communication/marketing, as well as other critical components are all part of the purview of the systems/softwares I have worked at.

  • EdTech

    I work in EdTech and HRTech, with an emphasis on system-of-record SaaS softwares. I have been in a myriad of customer-facing roles, and managed deals ranging from SMB to pseudo-government enterprise.

  • CRM

    Working in Software selling/supporting directly to SMB, Mid-size, and Enterprise organizations. Private companies, as well as public companies and public institutions.

Experience

  • 12twenty

    Head of Customer Experience

    Leading and overseeing onboarding, retention, and support teams for university career services customers and ensuring revenue retention, upselling and expansion, and customer satisfaction. - Hired, trained and managed team of 4 CSMs, 4 Implementation/Product Specialists, and support staff - Maintained 98% gross churn, and 111% net negative churn - Managed enterprise relationships with top 20 international universities - Deploy and manage department budget and allocation - Innovate new processes, technologies, and interdepartmental relationships to reduce the impact of human capital in high customer retention and satisfaction

    SaaSB2B

  • Canopy Tax

    Head of Customer Success

    Spearheaded support teams providing scalable and delightful experiences for customers, reducing churn risk, and ensuring software adoption. Led and trained a group of five CSMs, four implementation specialists, and technical support team. Drove onboarding effectiveness by minimizing meetings/time to onboard by more than two weeks. - Minimized monthly net churn from 8% to 1.6% over the first 12 months. - Raised customer onboarding completion from 30% in the first 90 days to more than 75%. - Reduced final Cost of Goods Sold by 5% while managing departmental budget. - Accomplished best-in-class support CSAT and CES metrics with the first response time of under three minutes. - Decreased churn from 4% monthly to Net negative within two years. - Increased current customer sales by $100K+ within first 12 months by developing self-purchasing module through effective coordination with product and engineering teams.

    SaaSB2B
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