Open to opportunities

Kennedy Smith

@kennedysmith

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Customer Success leader driving retention and growth in SaaS environments.

United States

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What I'm looking for

I am looking for a role that allows me to drive customer success and retention strategies in a dynamic environment, where I can leverage my skills to foster growth and enhance customer experiences.

I am a dedicated Customer Success leader with over 8 years of experience in driving customer retention and satisfaction in high-growth SaaS environments. My journey has been marked by a commitment to reducing churn and enhancing customer experiences through data-driven strategies. At DripJobs, I successfully cut churn by 30% by implementing targeted retention strategies and optimizing processes, showcasing my ability to translate data into actionable insights.

Throughout my career, I have thrived in fast-paced environments, collaborating cross-functionally to build scalable systems and training materials that empower teams and enhance customer engagement. My passion lies in helping customers succeed, and I take pride in developing personalized success plans that foster long-term relationships. I am eager to bring my expertise and energy to a founding Customer Success Manager role, where I can contribute to building a customer-centric culture from the ground up.

Experience

Work history, roles, and key accomplishments

Current

Retention/Customer Success Lead

Current

DripJobs Inc

Jan 2024 - Present (1 year 5 months)

Drove a 30% reduction in customer churn by developing and executing targeted retention strategies rooted in user behavior data and proactive support. Managed a portfolio of over 2,000 high-touch and low-touch accounts, delivering personalized success plans to improve onboarding, product adoption, and long-term engagement.

Customer Retention User Onboarding Technical Support Team Leadership Process Optimization Data Analysis SaaS CRM Platforms

Customer Care Specialist

Wedgewood Pharmacy

Jan 2023 - Present (2 years 5 months)

Led retention initiatives for high-risk accounts, ensuring customer satisfaction and reducing churn. Consistently achieved top-tier quality scores (90%+) on monthly performance assessments. Managed escalations for high-profile accounts, maintaining a 95%+ satisfaction rate and ensuring resolution within SLA timelines.

Customer Care Quality Assurance Escalation Management Conflict Resolution Upselling

Patient Account Manager

Hackensack Meridian Health Systems

Jan 2022 - Present (3 years 5 months)

Managed schedules for 80+ daily calls across patients, physicians, and employees, ensuring seamless coordination and efficiency. Excelled in conflict resolution and adaptability, consistently delivering high-quality service in a fast-paced healthcare environment.

Scheduling Conflict Resolution

Account Manager

Knipper Pharmaceuticals

Jan 2019 - Present (6 years 5 months)

Consistently exceeded quality metrics (95%+) through proactive account management and customer engagement strategies. Conducted regular account health assessments, ensuring minimal churn and identifying upsell opportunities.

Account Management Quality Customer Engagement Upsell

Dental Assistant & Administrative Roles

Various Organizations

Jan 2018 - Present (7 years 5 months)

Played a pivotal role in customer and patient engagement, managing 60+ accounts daily and implementing efficiency improvements in billing and scheduling systems. Trained staff in process adherence and contributed to the implementation of new electronic systems for improved patient care.

Customer Engagement Patient Engagement Billing Scheduling Staff Training Process Adherence