SaaS customer success leader with 15 years of experience including customer success function creation, $100M+ P&L responsibility, management of all post-sale customer activities, customer relationship building, and leadership of small and large teams. Passionate about scaling teams, growing and retaining customers, and building repeatable, effective and efficient delivery organizations. Currently seeking full-time or consulting opportunities with high-growth
SaaS customer success leader with 15 years of experience including customer success function creation, $100M+ P&L responsibility, management of all post-sale customer activities, customer relationship building, and leadership of small and large teams. Passionate about scaling teams, growing and retaining customers, and building repeatable, effective and efficient delivery organizations. Currently seeking full-time or consulting opportunities with high-growth organizations across all verticals of SaaS.
Believe in efficient organizational growth, combining people with systems to drive results, and using data to determine how to better service customers and improve products. Passionate about balancing the delivery of great customer results with creating an environment that attracts and retains the best talent, all while delivering revenue growth and profitability. Most excited about companies who aspire to disrupt a category, grow their relationships with customers, and are ready to scale.
Previously served as Chief Customer Officer at Marin Software leading all post-sale activities (account management (renewals and expansion), implementation, customer training and marketing, support, services and analytics) for a public company with approximately $100M in annual revenues. During tenure reduced revenue churn by 30%, company attained highest historical revenue growth from existing customers, and gross margin of the business improved by ~ 10%.
Also served as President, US and COO of digital marketing agency, iProspect. Started as an early employee and worked through the ranks as agency grew to 2,500 employees.
Specialties: Customer Success, Operational Efficiency, Customer Retention & Expansion, Customer Experience, Team Building, Customer Success Operations, Customer Relationship Building, SaaS, Acquisitions & Organizational Integration, P&L Management, and Customer Success Management Platforms
Chief Customer Officer @ Consulting with multiple SaaS companies on various aspects of customer success and serving as an advisor to early-stage companies. From October 2015 to Present (3 months) San Francisco Bay AreaChief Customer Officer @ Led the global customer success organization responsible for all post-sale customer engagement. Drove this organization to achieve customer satisfaction, customer retention and reach customer growth goals. Engaged directly with team members to develop customer solutions and provide regular team mentoring. Optimized customer performance, team performance and team efficiency by leveraging quantitative metrics. From October 2014 to September 2015 (1 year) San Francisco Bay AreaSVP, Customer Success @ Established the customer success function. Assessed customer needs and organizational capabilities and defined the mission, KPIs and strategic plan for customer success. Re-organized several existing departments (Account Management, Services, Professional Services, Customer Support, and Analytics) and created customer success operations team to complete the organization. Organized customers into need-based segments and built the delivery model to align with customers. Worked to gain trust and alignment with sales and product/engineering organizations on a unified customer experience. Partnered with finance to define margin, churn and growth metrics, and led team in achieving these goals. From July 2013 to September 2014 (1 year 3 months) San Francisco Bay AreaPresident, US @ Led iProspect’s strategic direction and inspired a culture of innovation among 400 employees. Ultimately accountable for all new business development, including large, global pitches and
delivering business results. From July 2012 to June 2013 (1 year) San Francisco Bay AreaChief Operating Officer @ Led 350 people across client services, client operations, technology, product innovation and training teams. Drove the strategic direction of iProspect’s offerings – innovated existing services and added new mobile and social media services. From December 2009 to July 2012 (2 years 8 months) San Francisco Bay AreaEVP, Managing Director, San Francisco @ Selected to lead iProspect’s expansion to the West coast, establishing first non-headquarters office. Served as executive lead for all West Coast clients, oversaw all new business opportunities and drove awareness of iProspect’s offering in the Bay Area market. From March 2006 to November 2009 (3 years 9 months) San Francisco Bay AreaClient Services Director/Manager @ Oversaw strategic direction and day-to-day management for iProspect’s key accounts. Key Customers Included: 3M, Merck, Disney, eBay, EA, and Edmunds From February 2000 to March 2006 (6 years 2 months) Greater Boston Area
Bachelor of Arts (B.A.), Political Science @ Colgate University From 1995 to 1999 Georgetown Prepatory School From 1991 to 1995 Brian Kaminski is skilled in: Digital Marketing, SaaS, SEO, PPC, SEM, Digital Strategy, Leadership, Mobile Marketing, Online Advertising, Strategic Planning, Web Analytics, New Business Development, Social Media Marketing, Digital Media, Google Adwords
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