Kristen Marroquin
@kristenmarroquin
Customer Success & revenue leader with 15+ years scaling enterprise SaaS retention, expansion, and adoption.
United StatesWhat I'm looking for
I’m a Customer Success and Revenue leader with 15+ years of experience building and scaling strategic customer organizations across enterprise SaaS environments. I’m a trusted partner to VP-level leadership on organizational design, workforce planning, and go-to-market strategy, with direct accountability for retention (GRR/NRR), expansion, product adoption, and executive customer engagement across portfolios exceeding $40M ARR.
I’m known for building scalable operating models, mobilizing cross-functional teams around shared outcomes, and developing leaders who consistently deliver impact. I bring an AI-first mindset to modernize workflows and accelerate decision-making—while maintaining operational rigor to navigate change and drive measurable growth, including driving sustained GRR/NRR performance and leading major go-to-market transformations.
Experience
Work history, roles, and key accomplishments
Led a team of 6 within a 30-person Strategic Customer Success Engineering organization, accountable for retention, expansion, product adoption, value realization, and executive engagement across a $40M+ portfolio. Drove operating-model and performance-framework changes and exceeded GRR and NRR targets for four consecutive years (FY22–FY25).
Led seven CSMs across digital and enterprise segments with accountability for a $28M ARR portfolio, achieving a 93% renewal rate in the final fiscal year. Owned capacity planning, territory design, and account transitions, and developed Gainsight dashboards, rules engines, and playbooks used by the global Customer Success organization.
Owned a strategic client book across APAC and North America and led cross-functional account teams of up to 10 for complex enterprise accounts. Managed APAC accounts ($4M ARR), supported renewals and product pitches, and defined ROI measurement metrics aligned to client KPIs.
Hired to form a new Global Customer Success segment, helping build a framework to manage global clients with decentralized/centralized buying motions. Managed a $3M portfolio of three key enterprise accounts and drove program adoption across 43 CPG brands in the US and Canadian markets.
Started in commercial market development in Austin and was promoted and relocated to the enterprise market development team in New York after one year. Overachieved quota for four consecutive quarters through prospecting and cold calling.
Sales Account Executive at Meltwater Group with responsibility implied by the role title. Specific duties, tools, and outcomes were not provided in the source text.
Marketing Assistant & Events
DynaConnec tions
Jan 2010 - Jan 2011 (1 year)
Marketing Assistant & Events Coordinator at DynaConnec tions. Specific responsibilities and outcomes were not provided in the source text.
Marketing Assistant & Education
Austin Title
Jan 2008 - Jan 2010 (2 years)
Marketing Assistant & Education Coordinator at Austin Title. Specific responsibilities and outcomes were not provided in the source text.
Education
Degrees, certifications, and relevant coursework
The University of Texas at Austin
Bachelor of Arts, Public Relations
Earned a B.A. in Public Relations from The University of Texas at Austin in 2008.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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