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Nishell Kolb

@nishellkolb

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Customer Success leader driving retention and enterprise SaaS support.

United States

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What I'm looking for

I’m seeking a customer-success or client-support role at a collaborative SaaS company where I can own escalations, optimize workflows, and drive retention and expansion.

I am a Customer Success professional with 9+ 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 Zendesk Escalation Management Cross Functional Collaboration SaaS Support

Senior Client Success Specialist

HomeStack

Jul 2019 - Dec 2025 (6 years 5 months)

Owned end-to-end support and client success operations for a real estate SaaS platform, improving one-touch resolutions by 15%, reducing ticket resolution time by 25%, and recovering 80% of delinquent accounts.

Zendesk Support Operations Billing Management Escalation Management Cross Functional Collaboration Workflow Optimization Account Recovery Customer Success Retention Retention Management Customer Success Management Customer Success Operations Renewals

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 Client Relationship Management Hiring Contract Negotiation Account Expansion Service Delivery

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.

Customer Success Enterprise Accounts Onboarding SaaS Platforms

Education

Degrees, certifications, and relevant coursework

Salesforce

Professional Certificate, Salesforce / CRM

Completed the Sales and CRM Overview certificate and is pursuing the Salesforce Sales Operations Professional Certificate to deepen CRM and sales operations expertise.