Open to opportunities

Kim Rosen

@kimrosen

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Customer Success leader driving adoption, retention, and revenue growth.

Canada

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What I'm looking for

I am seeking a customer-success or program leadership role where I can drive adoption, reduce churn, align executives on CRM strategy, and scale high-performing teams in a collaborative, growth-oriented company.

I am a Customer Success leader with over 10 years of experience in SaaS, program management, and business process improvement, focused on driving adoption and expanding customer lifetime value.

I have a proven track record managing global portfolios and delivering multimillion-dollar transformation programs on time and within budget, while improving retention and reducing churn.

I build and lead high-performing teams, align executives around CRM strategy, and implement change initiatives that accelerate product adoption and measurable value realization.

Notable achievements include generating $14M+ in upsell and cross-sell revenue, improving retention 8% YoY, increasing adoption rates up to 16%, and driving 85% user adoption during enterprise implementations.

Experience

Work history, roles, and key accomplishments

Team Lead, Customer Success

Tempo Software

Apr 2021 - Aug 2024 (3 years 4 months)

Led a team of 5 CSMs managing a $3M+ global portfolio; improved retention 8% YoY, reduced churn 6%, and drove $11M in upsell and cross-sell revenue while increasing product adoption by 12%.

Customer Success Team Leadership Portfolio Management Retention Upsell

Customer Success Manager

Tempo Software

Jan 2019 - Apr 2021 (2 years 3 months)

Managed enterprise accounts with tailored success plans; increased CSAT 5% YoY, boosted adoption ~16%, resolved escalations reducing resolution time 20%, and generated $3M in upsell revenue.

Onboarding CSAT Escalation Management Cross Functional Collaboration Requirements Gathering

Manager, Business Process

Indegene

Apr 2017 - Nov 2018 (1 year 7 months)

Led FinancialForce implementation for a global life sciences client, streamlined workflows to improve efficiency 19% and drove change management achieving 85% user adoption within 6 months.

Business Process Improvement ERP Implementation FinancialForce Change Management Workflow Optimization Program Delivery User Adoption

Project/Program Manager

Indegene Aptilon

Dec 2013 - Apr 2017 (3 years 4 months)

Managed multi-year client programs end-to-end, optimized campaigns with cross-functional teams, and enforced risk and budget controls to maintain project stability and client satisfaction.

Program Management Project Delivery Risk Management Budget Oversight Continuous Improvement Client Engagement Reporting

Operations Manager

Aptilon Holdings

Dec 2009 - Jun 2012 (2 years 6 months)

Directed daily operations, financial reporting, and client billing; acted as Product Owner for Salesforce and Project Insight, improving efficiency and reporting accuracy through system optimization.

Operations Management Financial Reporting Billing Optimization Process Improvement