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KATHRYN ROGERS

@katierogers

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Customer Success leader driving operational scale, revenue growth, and cross-functional enablement.

United States

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What I'm looking for

I seek a customer-success-driven role where I can scale support operations, lead cross-functional teams, build enablement programs, and drive measurable revenue and retention growth.

I am a strategic, customer-obsessed Customer Success leader with 6+ years of experience building high-performing teams and scaling support operations across enterprise, SMB, and eCommerce clients. I turn customer insights into actionable strategies that improve satisfaction, retention, and revenue.

I've led cross-functional initiatives that reduced resolution times by 53%, cut shipping costs by 47%, boosted first-contact resolution to 67%, and drove a 27% annual revenue increase through onboarding and enablement of national accounts. I design VOC-driven programs, automation efforts, and onboarding that improve adoption and operational efficiency.

I thrive leading with empathy in fast-paced environments, creating training and coaching programs, process improvements, and reporting that align Sales, Product, IT, and Operations toward measurable customer success outcomes.

Experience

Work history, roles, and key accomplishments

Customer Experience Lead

LCL3

Jul 2025 - Sep 2025 (2 months)

Owned implementation of Gorgias macros, tags, and rules to streamline inquiries and improve team efficiency; developed return SOPs and coordinated cross-functional workflows to reduce ticket handling time for two ecommerce brands.

Gorgias Shopify Returns SOP Cross Functional Collaboration order fulfillment Process Improvement

Customer Success Manager

Bunzl Distribution

Dec 2020 - Nov 2024 (3 years 11 months)

Analyzed sales and service data to improve resolution times by 53% and drove a 27% revenue increase by onboarding 12 national accounts; led automation and VOC programs to reduce backorders and increase fulfillment speed for enterprise clients.

& Customer Success Salesforce Zendesk VoC Program KPIs Onboarding Automation Reporting Stakeholder Management

Administrative Assistant

Bunzl Distributions

Nov 2019 - Dec 2020 (1 year 1 month)

Maintained new customer accounts, part and price files, and internal item records to ensure seamless onboarding and operational accuracy across multiple locations.

Account Management Data Entry Customer Onboarding Documentation Internal Systems

Lead Early Childhood Educator

Primrose Schools

Jul 2015 - Oct 2019 (4 years 3 months)

Designed and executed lesson plans, led classroom development, and mentored assistant teachers while managing parent-teacher communications and classroom operations.

Curriculum Development Mentoring Classroom Management Lesson planning Coaching Early Childhood Education

Call Center Supervisor

Bunzl Distribution

Feb 2017 - May 2018 (1 year 3 months)

Supervised customer service operations, resolved escalated inquiries, implemented root-cause solutions, and trained new team members to improve departmental efficiency and service quality.

Escalation Management Training Root Cause Analysis Process Development