Open to opportunities

Kristina Thompson

@kristinathompson

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Customer Success pro driving renewals, churn reduction, and scalable operations in B2B SaaS.

United States

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What I'm looking for

I’m looking for a B2B SaaS Customer Success role where I can own renewals, reduce churn, automate workflows, and use data to strengthen account health—working cross-functionally to drive product adoption and measurable NRR growth.

I’m a results-driven Customer Success and operations professional with a Salesforce Certified Administrator background and deep experience in high-growth B2B SaaS. I specialize in managing the end-to-end renewal lifecycle, improving product adoption, and protecting long-term customer loyalty.

In my recent roles at Overleaf, I maintained a 95%+ quarterly renewal rate across global B2B and B2C segments and supported renewals and upsell opportunities across the U.S., Canada, Europe, Australia, and Africa. I delivered a 95% onboarding completion rate by collaborating with Sales and Support and led cross-functional work like client webinars, customer playbooks, and strategic email communications.

I’ve also secured $5.8M+ in renewals through high-touch success guidance and technical recommendations, while maintaining consistent 4.5/5 CSAT scores. Beyond customer success, I’ve scaled operational capacity—standardizing vendor workflows for 120+ partners and increasing order confirmation processes by 431%—and brought a performance-minded approach from social media and analytics work.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Overleaf

Jan 2023 - Jan 2025 (2 years)

Maintained a 95%+ quarterly renewal rate for annual recurring revenue across global B2B and B2C segments. Drove global renewals and upsell opportunities, achieved a 95% onboarding completion rate, and led webinars plus customer playbooks and strategic email communications.

Customer Success Customer Onboarding QBRs

Associate Success Guide

Salesforce

Jan 2022 - Jan 2023 (1 year)

Secured $5.8M+ in renewals by providing strategic problem-solving and 1:1 success guidance to customers across all account segments. Improved engagement and loyalty while maintaining 4.5/5 CSAT, partnering with Success and Sales teams to identify pain points and recommend product optimizations.

Customer Success Renewal Management CSAT Customer Pain Point Analysis Product Optimization Stakeholder Management

Vendor Success Associate

CureMint

Jan 2021 - Jan 2022 (1 year)

Scaled order confirmation processes by 431% to support rapid growth and high-volume order demands. Standardized Vendor Sync workflows for 120+ partners by collaborating with Success teams to optimize communication efficiency.

Process Optimization Workflow Automation High Volume Vendor Management Partner Enablement Vendor Sync Workflows

Education

Degrees, certifications, and relevant coursework

Sweet Briar College

Bachelor of Business, Business

2017 - 2021

Earned a Bachelor of Business degree with a focus in Business during Aug 2017–May 2021.

Sweet Briar College

Bachelor of Economics, Economics

2017 - 2021

Activities and societies: Secretary and Historian for Volleyball Club (2018). Social Media Marketing Intern for Mary Helen Cochran Library (March–April 2020).

Earned a Bachelor of Economics degree with a focus in Economics during Aug 2017–May 2021.