CULTIVATE CX
The Customer Success Imperative
Often times companies understand how to optimize the buying experience and how to attract new leads. However, do you know the strategic advantage an optimized customer success strategy can deliver? Companies that excel at delivering a superior customer experience grow revenues 4%-8% above their market according to Bain & Company. In addition, the probability of selling to an existing happy customer is 14 times higher than to a new customer according to Groove.com. Conversely, one study by Microsoft (Global State of Customer Service in 2020) showed that 58% of customers will switch their service to a competitor because of poor customer service.
ABOUT ME
Proven Leader that delivers results
I have l built and led teams across three continents, managing high-performing CS Teams at companies valued $500M+. Results include: 60+ NPS, 95%+ renewal rates and 45%+ expansion rates by establishing clear goals, consistent habits and transparent communication and guidance.
With over 20 years experience in Enterprise Applications and Customer Success with companies like Manhattan Associates, Microsoft, FinancialForce and Coursera, I have built Customer Success strategies and educated leaders on what it is and the value it creates.
I am known as an empathetic leader and communicator who simplifies complexity with clarity of purpose, process and measurability of progress.
Services
Companies understand how to get more customers but often do not know why they are losing them or how to convert them to happy, returning & referring customers.
I have taken my 20+ years of experience maximizing adoption and increasing renewal rates to best-in-class 95%+ and 45%+ growth rates and turned them into playbooks, processes & templates for companies to increase their customer retention and growth
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The Onboarding Methodology that Cultivate CX built has been pivotal in driving strong adoption and delivering significant ROI for our customers using Meta for Business.
Ursula Llabres, Global Director, Customer Growth, Reality Labs at Meta
Kathleen is a natural Customer Success leader. I first had the pleasure of knowing her when I led Customer Success at Yammer. She then joined me at Findly and FinancialForce where she developed the strategy and led the Customer Success organization. Her empathetic style and positive demeanor make her easy to work with. She comes with many years of proven customer success experience. Kathleen has the customer, team and company at the forefront and delivers creative ideas to bring out the best in all.
Sam Loveland, Chief Customer Officer, SalesLoft
Kathleen has made exceptional contributions to our Customer Advisory Board and broader Customer Marketing initiatives. Kathleen's deep understanding of customer dynamics and her strategic insight have been invaluable in driving impactful engagements. Her guidance in execution has consistently exceeded expectations, leading us to extend her involvement in additional critical projects.
Kathleen's ability to grasp the nuances of both our needs and those of our customers has provided us with a unique advantage in effectively communicating with and guiding our internal leadership as well as our external stakeholders. Her expertise and dedication have made a significant positive impact, and I am confident she will continue to excel in any endeavor she undertakes.
Puneet Nagpal, Global Head of Customer Marketing, Coursera
Kat led the 2024 Master Modeler Competition and is a true strategic leader. She will take a program or concept however loosely defined and build a strategy with clarity of direction, goals and objectives. She communicates clearly, driving urgency and clear expectations while bringing a wonderful, optimistic demeanor. She has been a pleasure to work with and I see her strong program management and communication skills an asset to any organization or client.
Beverly Wright, PhD, CAP
VP, Data Science & AI / CAIO, Wavicle Data Solutions
Kathleen has been a strategic advisor for me in developing our Account Management Organizational Plan. She guided me in developing the framework, rollout plan and leading KPIs so my team could achieve our growth and account engagement goals. She is a pleasure to work with and takes the time to ask the right questions that help her clients develop solutions that deliver results they can be proud of.
James Mitcham, Commercial Director, Changing Social
Kathleen is passionate about making sure customers get the value from the services they have purchased and is always seeking new ways of approaching that challenge.
Mike Grafham, Customer Success Leader, Karat
Kathleen is a *powerhouse*! She is motivated, a hard worker, smart as a whip, a joy to work with, and most definitely a mover & a shaker. Any team is so very lucky to work with her!
Elizabeth Kotz, Creative Consultant, Cherry Laurel Studio
Kathleen is one of the most focused, hard working people that I have ever come across. She is someone that you can count on to get the job done with a high level of quality no matter what it is. She brings a unique perspective to everything, and always with a gracious smile and attitude. It was pleasure getting to know her. She will bring immediate value to any organization.
Catina Wilson, Head of Strategy Operations & Enablement | Innovative Growth & Strategic Partnerships
Kathleen possesses a tremendous combination of qualities and strength, from her apparent leadership skills to her deep understanding of both business and technological concepts. She is confident, ethical and above all a great motivator and team player.
Christian Rauh, Sr. Director of Product Management, Cardlytics
Kathleen is an elite project management professional. I look up to Kathleen as the best practice role model for her meticulous project management strategies. She is an exceptionally confident and high energy individual with excellent presentation skills. Outside of work, Kathleen is a lot of fun to work and easy to talk to.