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Kevin Jones

@kevinjones2

Customer Success leader at Cin7 who cut churn below 1.5% and grew net revenue retention from 98% to 103%.

At Cin7, I led Strategic, Enterprise, and Scaled Customer Success for a portfolio of around 8,000 accounts. I cut churn from 3.0% to under 1.5% and grew Net Revenue Retention from 98% to 103% by launching Cin7’s first use-case-based expansion program.

At MainStem, I built the Customer Success function as its founding CS hire and owned post-subscription revenue across the company’s top 100 enterprise clients. Earlier, at MJ Freeway, I sustained 98%+ client retention and helped maintain a 95%+ renewal rate through a major platform migration.

Experience

Work history, roles, and key accomplishments

Senior Manager, Customer Success

Cin7

Nov 2022 - Jul 2026 (3 years 8 months)

Led a combined Strategic/Enterprise and Scaled Customer Success organization across ~8,000 accounts, cutting churn from 3.0% to under 1.5% within 6 months and growing Net Revenue Retention from 98% to 103% within 12 months. Hired, coached, and developed a high retention team, growing the org from 7 to 13 CSMs and promoting 3 CSMs into Strategic roles.

Customer Success Team Leadership Churn Reduction Expansion Strategy Health Scores NPS Salesforce ChurnZero Asana AI Tooling Executive Relationship Building Escalation Management Cross functional Leadership

Director, Customer Success/Advocacy

MainStem

Jan 2021 - Nov 2022 (1 year 10 months)

Built the Customer Success function from the ground up and owned all post-subscription revenue across a $1B+ portfolio of the company's top 100 enterprise clients, growing 163% in 2022 over 2021. Drove 114% client adoption through monthly touchpoints, QBRs, and a proprietary engagement cadence.

Customer Success Client Adoption QBRs Engagement Cadence Training Webinars SOP Documentation

Senior Client Engagement Manager

MJ Freeway

Sep 2015 - Oct 2019 (4 years 1 month)

Sustained 98%+ client retention and grew individual account MRR 10% through team incentives and client KPIs; achieved NPS 31+ and CSAT 80%+. Led escalation and crisis communications after a major cyberattack affecting the full client base.

Customer Retention MRR Growth NPS CSAT Escalation Management Crisis Communications Renewals