Open to opportunities

Stephen Kincaid

@stephenkincaid

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Customer Success leader focused on eCommerce growth and retention.

United States

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What I'm looking for

I seek a customer-success or account leadership role where I can scale eCommerce revenue, optimize CRM and processes, lead teams, and drive retention in a collaborative, growth-oriented company.

I am a customer-focused Account Manager and Customer Success leader with over five years driving partner success, digital campaigns, and eCommerce growth. I excel at post-sale onboarding, retention strategy, and scaling client revenue through data-driven initiatives.

At Speakeasy Co. I owned the client lifecycle for 80+ partners and helped scale an eCommerce portfolio from $12.5M to $60M through strategic account planning and campaign oversight. I regularly developed QBRs and KPI reporting to inform decisions and improve client satisfaction.

I build processes and teams, having created a junior Account Manager onboarding program and led team development to raise service delivery standards. I bring strong cross-functional collaboration skills and CRM expertise, including Salesforce and Copper, to optimize workflows and outcomes.

As a U.S. Air Force veteran, I offer disciplined leadership, operational rigor, and experience managing sensitive materials with a compliance-first mindset. I hold graduate degrees in Marketing and Organizational Leadership and am a Certified Cicerone®.

Experience

Work history, roles, and key accomplishments

Associate Director, Partner Success

Speakeasy Co.

Aug 2021 - Sep 2024 (3 years 1 month)

Owned client lifecycle for 80+ partners and scaled an eCommerce portfolio from $12.5M to $60M through success planning and digital campaign oversight; developed QBRs and built a junior onboarding program to improve retention and service delivery.

& Customer Success Ecommerce Onboarding Retention Strategy Klaviyo team development

Tour Program Lead

Green Flash Brewing

Feb 2014 - Jun 2019 (5 years 4 months)

Established and led a new tour program, trained staff to execute visitor experiences, and served as Brand Ambassador to increase awareness and customer loyalty through events and curated pairing dinners.

Program Development Brand Ambassador Event Management Customer Experience Public Speaking Community Outreach

Financial Services Auditor

Ashford University

Jun 2009 - Jun 2013 (4 years)

Managed 900+ student accounts ensuring Title IV compliance, conducted financial audits and data analysis, and presented findings to improve compliance and team performance.

Financial Auditing Data Analysis Account Management Reporting Process Improvement

Communications & Navigation Systems Technician

US Air Force

Dec 2001 - Dec 2005 (4 years)

Maintained mission-critical avionics and communications systems, trained and mentored Airmen, and managed over 1,500 classified materials as Communications Security Responsible Officer with zero compliance errors.

Technical Training Diagnostics Operational Readiness Classified Materials Handling

Education

Degrees, certifications, and relevant coursework

National University

Master of Science, Marketing

Completed Master of Science in Marketing at National University, focusing on advanced marketing principles and strategies.

National University

Master of Science, Organizational Leadership

Completed Master of Science in Organizational Leadership at National University, emphasizing leadership, team development, and organizational strategy.