Data Innovations LLC

Manager of Customer Success

- Hired to help create a CSM role/org within an established company to better serve our clients as we move into more SaaS based products 
- Work cross functionally to create and establish parameters for the CSM position 
- Create best practices and implement for better engagement and client adoption
- Create KPI's, metrics, and segmentation to better understand our clients

Customer Success Manager

Veritone, Inc.

- AI implementation and client lifecycle. 
- Support adoption of new software programs with existing clients. 
- Track client KPI’s and find ways to boost usage to ensure retention.
- Presented at monthly trainings with high rating from clients.

Customer Success Manager - SaaS

SmartFinancial

Insurance technology SAAS
-lead a team of 10+ in a revenue generating CSM position
-Team was a top team in both adoption, retention and NPS metrics 
- Helped create and carve out the new role 
- Helped establish SOP's, KPI's and customer lifecycle processes.

Senior Customer Success- Team Lead

WeWork

- Laid off due to downsizing 
Tasked with opening one of the largest offices, 75,000 sq. ft., in Southern California (Lakeshore, Irvine); opened in March, 2020; responsible for P&L with a budget of $4.5 million.  
- Active account management  
- Work with sales team to help contract conversations and renewals with companies ranging from startups to fortune 100 companies.
- Technology based customer success role. 

Key Accomplishments:
- Pioneered a sales event that focused on brokers for my region. This led to a multi-million-dollar pipeline and a higher-level recognition of WeWork.

Customer Success/ Community Manager

Bonobos

- Strong focus on customer success and retention. 
- Point person for technology training and device understanding for the region.
- Led a team with a book of business that resulted in up to $1.8 million yearly. 
-Led and developed staff for the region; partnered with corporate for onboarding and employee development including background screens, W-4’s, I-9 paperwork, benefits, etc...
- Responsible for business development in a newer market. Led my location to double digit growth in first two years with a focus on repeat clientele. 
- Responsible for customer success and happiness.  
- Responsible for hiring and maintaining a fast-paced sales team focused on client interaction and retention.
- Responsible for training and development to maintain the status of the store as a high performing store by surpassing the forecast and comp numbers by double digits.
- Hand on mentor and development of employees for future company success.

Key Accomplishments:
-kept a high NPS score and had a high percentage of repeat customers. 
- Assisted in developed new store managers and help them to create a hiring pipeline for the company. 
- Implemented, maintained, and Cultivated a HRIS system that helped to foster a pipeline, company wide.

CSM/ Regional Training Manager

Target

- Managed a team of 20 Associates overseeing workflow and performance while attending grad school full time.
- Vetted and hired staff ensuring training for new hires in service, sales, and company procedures.
- Facilitated training and professional development to enhance skills and prepare staff for greater responsibility within the organization.
- Forecast seasonal sales activity to prepare staffing, merchandising, and marketing efforts to drive incremental revenue. 

Key Accomplishments:

- Achieved three direct staff promotions in the first year.
- Recognized by district leadership with achievement awards for innovation, leadership and team building during regional events.

Team Leader

I am a dedicated customer success manager and advocate that blends 10 years of unique education and professional experience to lead CX initiatives, people management, and company growth. I have 8+ years of leading customer centric teams with high marks for success. What I do is execute company initiates while using leadership techniques that allow for buy-in from clients and employees that ultimately leads to company success. I utilize both servant leadership and people management techniques to empower employees to feel valued and heard, while setting clear expectations early and often that help to exceed company KPI's.

I’ve helped grow and develop customer experience in new markets that led to high NPS scores and great repeat clientele. Dealing with a range of issues, I’m able to use CRM tools to create great customer experiences. While at Bonobos I maintained a 85%+ NPS score for my business and team while increasing repeat and renewal business by using new techniques and processes to make sure we obtained customer satisfaction. 


                                                                  »»» EXPERTISE »»»

● Organizational Structures
● Account Management 
● Customer Success
● Recruiting & Onboarding
● Cross-Functional Collaboration
● Employee Relations
● Training & Development
● Project Management
● Human Resource Policies
● NPS - customer satisfaction and growth

                                              Personal and professional Accomplishments

 - Achieved a 97% employee satisfaction rating and acquired certification as a Great Place to Work while at Modne.
- First in my family to graduate with a masters degree. 
- Proven track record of positive customer relationship management

After four years in a dream leadership role, I was let go due to a reorganization. During my time, I successfully grew the customer success function from concept to a revenue-producing and viable entity that supported our customers while increasing renewals and upsells. I also contributed to go-to-market activities and was selected three years in a row for a committee focused on steering company-wide growth initiatives. 

If we’ve connected or you know of a role where I would be a good fit, please share it with me. I have loved being part of the customer success community and look forward to continuing that journey in some fashion. 

#customersuccess #leadership

Kevin Myhan

Customer Success Manager in the Healthcare Software Industry

Head of Customer Success | CCSM

An awesome overview of the importance of onboarding along with practical advice. Personally, time to value is my favorite. Thanks!

5 Onboarding Metrics Every CS/CX Leader Should Watch

2025 Creative CS Leader | 3x Top 100 CS Strategist | RCM Expert | Veteran Advocate | Latina in Tech 🇲🇽

Onboarding isn’t just the “welcome phase.”

It’s the moment where every promise made in the sales cycle meets reality and where trust is either earned or lost fast.

But here’s the truth: onboarding rarely feels smooth.

Most teams feel like they’re steering a ship through choppy water and praying they don’t hit an iceberg.

The good news?
With the right metrics, you can give your customers a faster, smoother path to value.

I broke down the 5 onboarding KPIs that matter most. From Time to Value to Feature Adoption to Completion Rate, these metrics can help you tighten your process, eliminate friction, and build long-term retention from Day 1.

Swipe through for a simple breakdown you can use today. 🚀

#CustomerSuccess #CXLeaders #Onboarding #SaaS #Retention #TimeToValue #CustomerJourney #CustomerExperience

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