KG
Open to opportunities

Karen Groll

@karengroll

Strategic Customer Success Manager with 10+ years of SaaS expertise.

United States

What I'm looking for

I am looking for a role that fosters collaboration and innovation, where I can leverage my expertise in customer success and SaaS to drive impactful business outcomes.

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

AS
Current

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.

CI

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.

OM

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 logoRU

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 logoRU

Roosevelt University

Master of Business Administration, Business Administration

Master of Business Administration degree focusing on strategic management and business operations.

Tech stack

Software and tools used professionally

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Karen Groll - Customer Success Consultant - AV Franklin Projection Screens | Himalayas