Karen Groll
@karengroll
Strategic Customer Success Manager with 10+ years of SaaS expertise.
What I'm looking for
I am a Strategic Customer Success Manager with over a decade of experience in driving impactful business outcomes through SaaS product adoption and data analytics. My proven track record includes increasing customer retention by 15% and achieving a Net Retention Rate of 104% through tailored engagement and retention programs. I excel in optimizing workflows, building strong client relationships, and mentoring teams to deliver exceptional customer experiences.
Throughout my career, I have successfully collaborated with cross-functional teams to enhance client satisfaction and retention. My role as an Enterprise Customer Success Manager at SPINS allowed me to improve client satisfaction scores by 18% and reduce time-to-value by 27%. I am passionate about leveraging data-driven insights to inform strategic decisions and ensure that clients fully leverage the capabilities of the SaaS platforms I manage.
Experience
Work history, roles, and key accomplishments
Customer Success Consultant
AV Franklin Projection Screens
Jun 2024 - Present (1 year)
Collaborated with a small team to streamline workflows and optimize cross-functional processes, strengthening client advocacy through proactive touchpoints and improving client satisfaction and long-term relationships.
Enterprise Customer Success Manager
SPINS
Apr 2021 - Jan 2024 (2 years 9 months)
Built strong client relationships, resulting in an 18% improvement in client satisfaction scores. Led strategic business reviews, identified upselling paths, and contributed to a 20% increase in expansion revenue.
Retail Operations Consultant
CIRCANA
Jan 2018 - Nov 2020 (2 years 10 months)
Provided operational support for client databases, enhancing data reliability and improving workflow efficiency through process enhancements, while ensuring timely delivery and quality control.
Client Manager
NIELSEN
Mar 2016 - Jun 2017 (1 year 3 months)
Delivered data-driven customer success strategies, improving retention through proactive risk mitigation and identifying upselling opportunities, resulting in a 15% increase in account revenue.
Account Manager, New Business Development
OFFICE MAX
May 2011 - Mar 2015 (3 years 10 months)
Managed store-in-store programs for national retailers, boosting retention by 21% and driving customer lifecycle success through business reviews and upselling efforts, achieving a 28% increase in client spending.
Education
Degrees, certifications, and relevant coursework
Roosevelt University
Bachelor of Arts and Science, Arts and Science
Bachelor of Arts and Science degree providing a comprehensive education in various disciplines.
Roosevelt University
Master of Business Administration, Business Administration
Master of Business Administration degree focusing on strategic management and business operations.
Availability
Location
Authorized to work in
Website
kgroll3.comJob categories
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