Keirstin Devore

I've spent a decade at Covideo improving customer outcomes across technical support, account management, and product success for a 57,000+ user SaaS platform.

As Product Support Manager, I led support operations, including independently managing the full customer base for three months while maintaining 97% CSAT and SLA targets. I built knowledge-base resources, SOPs, and workflows that reduced new-hire onboarding time by 60%.

I work directly with customers, resellers, strategic partners, and third-party vendors to troubleshoot APIs, CRM integrations, data flows, account configurations, billing issues, and complex escalations. My analysis of customer friction, account health, and usage has contributed to a 12% increase in client retention and account profitability.

Across Covideo, I've partnered closely with Product, Engineering, Sales, Finance, Account Management, and UX to turn recurring issues into better processes, product feedback, and customer experiences. I'm recognized for cross-functional impact, team enablement, escalation management, account growth, and client retention.