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Kristin Campbell

@kristincampbell

Customer Success Manager at ESG, strengthening SaaS retention through customer journey insights and executive engagement.

United States

Message

At ESG (Customer Success as a Service), I partnered with SaaS executives and Customer Success leaders to identify retention risks and customer experience gaps. I translated customer interviews and journey mapping into prioritized recommendations.

I supported a client retention initiative spanning 8 executives, 17 stakeholders, and 8 departments, helping establish Save Desk and Retention Desk practices. I also advised on customer health, cancellation visibility, escalation workflows, and cross-functional handoffs.

At Emburse, I led and coached Enterprise CSMs supporting a $150M ARR portfolio and launched a Net Promoter Score program. Earlier, I managed strategic SaaS relationships and led enterprise implementations, including 40+ projects at SAP Concur.

Experience

Work history, roles, and key accomplishments

Program Manager, Customer Success Consulting

ESG

Jul 2025 - Nov 2026 (1 year 4 months)

Partnered with SaaS customer executives to identify retention risks and improve lifecycle engagement. Facilitated customer interviews and journey mapping, supporting a client retention initiative across 8 executives and 17 stakeholders.

Customer Success Retention Journey Mapping Executive Communication Stakeholder Management Customer Health Escalation Management

Program Manager, Customer Success

Emburse

Dec 2024 - Jul 2025 (7 months)

Led post-sale initiatives to strengthen customer engagement and retention. Designed and launched an NPS program to capture customer feedback and inform improvements across customer-facing teams.

Customer Success NPS Customer Feedback Cross Functional Collaboration Post Sales Lifecycle

Manager, Enterprise Customer Success

Emburse

Nov 2023 - Dec 2024 (1 year 1 month)

Led and coached Enterprise CSMs supporting a $150M ARR portfolio, focusing on customer engagement and risk visibility. Supported executive-level relationships and strengthened renewal resources and engagement playbooks.

Customer Success Leadership Team Coaching Strategic Account Management Renewal Strategy Risk Mitigation

Senior Enterprise Customer Success Manager

Emburse

Sep 2021 - Nov 2023 (2 years 2 months)

Managed strategic enterprise SaaS customer relationships, serving as a primary advocate for customer goals and long-term product value. Built relationships with executives and used health indicators to identify adoption opportunities and churn risks.

Customer Success Strategic Account Management Executive Relationship Building Churn Risk Management Product Adoption Cross Functional Advocacy

Senior Implementation Project Manager

Emburse

Jun 2019 - Sep 2021 (2 years 3 months)

Led enterprise software implementations and customer onboarding, aligning rollout plans and milestones with business goals. Coordinated internal technical teams to resolve blockers and support successful adoption.

Project Management Implementation Customer Onboarding Stakeholder Management technical coordination

Senior Project Manager

SAP Concur

Jul 2016 - Jun 2019 (2 years 11 months)

Managed 40+ enterprise software implementation projects, including global deployments for Fortune 500 customers, from planning through launch and handoff. Worked with executive sponsors to manage expectations and guide change.

Project Management Enterprise Implementation Global Rollouts Executive Communication Change Management

Sales Operations Analyst, Product Marketing Specialist, Training Administrator

Entrust Datacard

Held multiple roles at Entrust Datacard, including Sales Operations Analyst, Product Marketing Specialist, and Training Administrator, supporting sales operations, product marketing, and training functions.

Sales Operations Product Marketing Training Administration