All mentors

Jeff Kinsel

Customer Success Executive

Salt Lake City, United States (-07:00 UTC) Englishfrom Salt Lake City , United States
Usually responds in 1 day
Free
Price per hour
30 min
Time Blocks Available
5.00
7 reviews / 7 sessions
Mon
26
Next availability

Bio

I have worked in SaaS for the past 8+ years in a myriad of capacities, but primarily in customer success. I love the fun of small companies, but recognize the challenges that come with everything being a little bit on fire all the time. I have seen almost every side of a growing startup and how they are all interwoven together to make something great. Culture and leadership are special passions of mine, and I love helping people plan out how to make the best for their employees.

Expertise

  • Building a team

    I have been a manager (and manager of managers) for the past 12 years and I have learned a tremendous amount of correct (and incorrect) ways to build a team.

  • Customer success

    With 8 years in customer success leadership in SaaS, and 12 years of leading customer teams, I am well versed in customer success organizations from individual contributors up to second-level line managers. I was instrumental in helping turn our organization from 4% monthly churn to a Net-negative within 7 quarters and love examining the emerging discipline of Customer Success.

Toolkit

  • Salesforce logo

    Salesforce

    Worked in Salesforce as a user for many years. Comfortable with pulling reports, interpreting data, and understanding what good usage/hygiene looks like.

Industries

  • SaaS

    I have worked in several softwares supporting major core functions of a business as a platform of record. CRM, File Management, communication/marketing, as well as other critical components are all part of the purview of the systems/softwares I have worked at.

  • CRM

    Working in Software selling/supporting directly to SMB, Mid-size, and Enterprise organizations. Private companies, as well as public companies and public institutions.

  • EdTech

    I work in EdTech and HRTech, with an emphasis on system-of-record SaaS softwares. I have been in a myriad of customer-facing roles, and managed deals ranging from SMB to pseudo-government enterprise.

Experience

  • 12twenty

    Head of Customer Experience

    Leading and overseeing onboarding, retention, and support teams for university career services customers and ensuring revenue retention, upselling and expansion, and customer satisfaction. - Hired, trained and managed team of 4 CSMs, 4 Implementation/Product Specialists, and support staff - Maintained 98% gross churn, and 111% net negative churn - Managed enterprise relationships with top 20 international universities - Deploy and manage department budget and allocation - Innovate new processes, technologies, and interdepartmental relationships to reduce the impact of human capital in high customer retention and satisfaction

    SaaSB2B

  • Canopy Tax

    Head of Customer Success

    Spearheaded support teams providing scalable and delightful experiences for customers, reducing churn risk, and ensuring software adoption. Led and trained a group of five CSMs, four implementation specialists, and technical support team. Drove onboarding effectiveness by minimizing meetings/time to onboard by more than two weeks. - Minimized monthly net churn from 8% to 1.6% over the first 12 months. - Raised customer onboarding completion from 30% in the first 90 days to more than 75%. - Reduced final Cost of Goods Sold by 5% while managing departmental budget. - Accomplished best-in-class support CSAT and CES metrics with the first response time of under three minutes. - Decreased churn from 4% monthly to Net negative within two years. - Increased current customer sales by $100K+ within first 12 months by developing self-purchasing module through effective coordination with product and engineering teams.

    SaaSB2B

  • Canopy Tax

    Senior Partnership Manager

    Managed partnership development educational offerings relating lead generation and revenue-generating efforts. Headed team managing educational content creation, maintenance operations, and distribution processes. Developed internal tools and learning platform in under five months by supervising development team. - Created more than 40 courses for continuing education credit for accountants. - Enrolled 1K + accountants onto the platform and issued 10K certificates for courses within the first 12 months. - Built an asynchronous platform to enable content delivery without requiring additional headcount.

    SaaSB2B

  • Canopy Tax

    Customer Success Manager

    Served as key contact for all users of Canopy software post-sale and managed outcome of all recurring revenue renewals from early-stage through 1K+ clients. Created initial playbooks for customer outreach, journey, and touchpoints as well as implemented first customer success motions. - Maintained churn rate of less than 5% in an SMB environment by developing retention plans, processes, and messaging for renewing subscriptions. - Achieved 40 NPS score and 90% customer satisfaction during early stages by delivering exceptional services in SMB B2B space. - Upheld best-in-class response time for support and technical questions.

    SaaSB2B

  • Basecamp Franchising

    Franchise Support Director

    Steered operational franchise support for two franchised concepts, totaling 145 locations in three countries with $60M in annual sales. Delivered oversight to 11 employees between two concepts, new store development, and training departments. Analyzed key performance indicators of stores by creating and training refined processes. - Boosted store sales in each concept by 20% and 5% YOY, respectively, by conducting in-store analysis, managing teams, and executing the operational system. - Increased overall brand value and store profitability by implementing much-needed compliance efforts. - Devised new procedures and reduced COGS% system-wide for more than 100 locations.

  • Basecamp Franchising

    Franchise Support Representative

    Support function revolved around increasing profitability, manageability, and growth of store locations. Represented as many as 65 franchise locations creating lasting and meaningful connections with franchisees. Extensive travel to conduct in-store evaluations across 23 states in the U.S., and provided recommendations/oversight on increasing operational efficiencies, financial management, and increasing sales. • Worked with stores to implement the franchise system, address choosing the correct inventory, how to turn product quickly while managing margins, staffing issues, training on entire store functionality from Point of Sale use to Profit and Loss Analysis. • Gathered and assessed a myriad of reports and key performance indicators to provide reasoned guidance to franchisees. Contributed heavily to the 1st-time publication of a comprehensive, content-rich book that is now updated annually and provides the backbone of the franchise system. On many occasions, assisted stores that were on the brink of failing and worked with franchisees to recover and regain profitability. Grew initially from 10 sites up to 65 sites and saw same store sales grow from 5% to as much as 40% per year.

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