Open to opportunities

Karen Groll

@karengroll

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

United States

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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

Current

Customer Success Consultant

Current

AV Franklin Projection Screens

Jun 2024 - Present (11 months)

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.

Workflow Optimization Cross Functional Collaboration

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.

Client Relationship Management Upselling Salesforce Customer Satisfaction Strategic Planning

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.

Data Quality Quality Control Database Management

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.

Customer Success Risk Mitigation Upselling Customer Retention Data Analysis

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.

Business Development Product Lifecycle Management Customer Retention