NKNishell Kolb
@nishellkolb
Customer Success leader driving retention and enterprise SaaS support.
United StatesWhat I'm looking for
I am a Customer Success professional with 8+ years supporting SaaS customers from single-account portfolios to large enterprise organizations. I specialize in resolving technical, operational, billing, and platform-level issues while partnering closely with Product, Engineering, Sales, and Onboarding teams.
Throughout my career I have managed Zendesk operations and knowledge bases, handled escalations and post-go-live support, and driven retention and revenue outcomes—retaining 98% of managed accounts and generating over $1M ARR at a prior role. I’ve coordinated cross-functionally to resolve platform-level issues and supported billing, renewals, cancellations, and integrations.
I bring a customer-advocate mindset, strong executive and stakeholder communication, and a focus on workflow optimization, root cause analysis, and process documentation to ensure scalable, reliable support and long-term account health.
Experience
Work history, roles, and key accomplishments
Senior Client Support Specialist
HomeStack
Aug 2019 - Jan 2026 (6 years 5 months)
Served as primary point of contact for clients from single-account to enterprise, managed Zendesk support and knowledge base, and coordinated cross-functionally to resolve platform-level escalations and billing/renewal issues.
Customer Success Manager
Helpware
Apr 2018 - Dec 2018 (8 months)
Managed client relationships and service delivery, coordinated with offshore teams and led hiring alignment, and negotiated contracts that doubled account size within one month.
Customer Success Manager
FocusVision
Mar 2016 - Apr 2018 (2 years 1 month)
Managed post-sales adoption and full customer lifecycle, drove account expansion and renewals adding $100K+ in managed account revenue and retained 98% of accounts generating over $1M ARR.
Education
Degrees, certifications, and relevant coursework
UPUniversity of Phoenix
Bachelor of Science, Psychology
Bachelor of Science in Psychology completed at University of Phoenix, Fresno, CA, graduating in 2014.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
Interested in hiring Nishell?
You can contact Nishell and 90k+ other talented remote workers on Himalayas.
Message NishellFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
