Senior Manager, Customer Success @ Kenna Security (formerly Risk I/O) is a vulnerability threat management platform that enables InfoSec teams to see, measure, and manage their risk, equipping them with the data they need to protect their organizations from Internet breaches, exploits, and 0-day threats. Responsible for building a customer success strategy and practice from the ground up. End goal: high renewal rates, high satisfaction scores, high engagement scores, and delighted end-users ready and willing to praise and promote Kenna. - Develop a customer journey strategy including an onboarding process, customer engagement lifecycle, and renewal process for direct and channel deals. - Oversee development/engineering efforts in the prioritization of customer requirements and commitments. - Develop educational & programatic efforts to increase customer engagement & product adoption. - Spearhead sales, support, and engineering efforts to Save--All--Renewals. - Becoming adept with Kissmetrics, Intercom, PivotalTracker. From September 2015 to Present (4 months) Sr. Programs Manager, Customer Success @ Funded by IVP, Greylock, Lightspeed, and Kleiner Perkins, the AppDynamics Application Intelligence Platform helps today's software-defined businesses proactively monitor, manage, and optimize the most complex software environments — from desktop to mobile — all in real time, and all in production. Gartner Magic Quadrant Leader in APM. - Responsible for creating the first global self-service automated customer enablement program to track, deliver, and promote customer success KPIs, enablement goals, and spin off lead gen opps. - Work closely Product Management, Marketing, Infrastructure Engineering, Business Information Systems, Sales to achieve self service and automation initiatives through agile methodologies. - Redefined KPIs for the Mid-Market space - Created and lead the first Editorial Board to help develop strategic content delivery to MidMarket end users. Performance rates for weekly content feeds range from 13.7-38.4% - Key stakeholder in redefining use cases for customer community. Interface with customers at User Groups. - Driving business strategies by improving existing CS and Sales-lead processes and programs. - Positioning customer success best practices for content for speaker engagements, collateral, webinars, white papers, etc. - Supporting the creation of a CS Community of thought-leaders in Silicon Valley with Greylock Partners and the AppDynamics CCO. - Chosen to represent AppDynamics at the Grace Hopper Women in Technology Conference 2015. From January 2015 to September 2015 (9 months) San Francisco Bay AreaSr Customer Relations Manager, Customer Success @ I am contributing to the Go-To-Market efforts in following ways: - Drove the KPIs, deployment success and product adoption of direct customers. - Lead Customer Success efforts for EMEA, APAC, LATAM, ROW partners: lead workshops, created playbooks, developed partner relationships. - Directly tracked and reported sales and CS efforts on business strategies to the executive team. - SME for all things churn and renewal - defined definitions with management, calculated, managed, and reported quarterly. - POC for delivery of P1 Advisory communications affecting all customers. - Serve as the Project Manager for and execute delivery of service-related SAAS operations communications. - Contributed to the launch of our first self-service product. - Develop CS messaging, blog content, and positioning around national PR and speaker engagements - Drove improvements for CRM role and process - Organize Global VP/Executive level customer meetings aimed to drive user adoption, expand business opportunities, and enhance relationships. - Qualifying / interviewing candidates for the CRM team and training new team members. - Interview panelist for candidate roles such as Sr Escalation Manager (Technical Support Team), Sr Project Manager (Education Team and Adoption Team). From February 2014 to January 2015 (1 year) San Francisco Bay AreaCustomer Relations Manager, Customer Success @ I am responsible for developing relationships with key champions/stakeholders to increase product adoption, NPS scores, and renewal rates. My achievements/responsibilities also include: - Instrumental in improving our company-wide NPS from a "73" , to “81”, to “84”. - Drove customer success relationships for 200+ customers. - Successfully developed/launched internal/external customer on-boarding processes and resources. - Produce high visibility reporting to target company-wide focus and efforts - Escalate high-priority product issues to support teams. - Oversee any necessary support regarding SAAS and On-Premise implementations. - Consult on & coordinate efforts regarding training and enablement services. - Initiated need for and member of the Customer Communications Panel to produce well-branded messaging to all customers. - Contributing writer for the monthly customer newsletter - Created marketing pieces and case studies about Customer Success. - Responsible for interviewing/training/mentoring new employees/team-members. - Serve as a "go-to" internal resource for all things customer success. - Interview panelist for candidate roles such as Instructional Designer (Education Team), ACE Coordinator (Adoption Team), Education Coordinator, and CRMs. - Also served as Recruiting Coordinator for the placement of infrastructure engineers, support engineers, and product managers. From March 2012 to February 2014 (2 years) San Francisco, CAMarketing Analyst @ Based in Oakland, CA - Sitcom is the leading designer and manufacturer of contemporary, transitional home furnishings. They put the fun in functional. Co-founded by Shelly Wong and Alex Chang, their legendary "folding chair" won the "Best Furniture Design" from International Design Magazine in 1991 and is on permanent collection at the SFMOMA. More recently, their Audrey collection won Furniture Style’s 2008 annual A.D.I. (Advancing Design & Innovation) for the Major Collection Category. Since then, Sitcom produces lines for well known brands such as Macy's, Z-Gallerie, West Elm, Pottery Barn, among others. Accomplishments: - Executed SEO strategies that increased web traffic and online sales as much as 39% - Launched successful marketing, advertising and communications campaigns that yielded record weekend sales for outlet division. ($12k in one weekend) - Wrote published press releases landing in leading industry publications such as Home AccentsToday, Furniture Today, HFB - Executed email marketing initiatives and social media marketing efforts. - Determined advertising mediums for Retail Outlet Division. - Managed agencies/third party vendors for creation of marketing materials, signed off on all art work, and oversaw time line for multiple projects. - Supported marketing needs for 50+ sales reps. - Managed all marketing needs and floor management of High Point Market with a traffic of 45,000 buyers - Develop content for websites, newsletters, and press releases. - Maintained catalog inventory and demand - Supervised daily function of a Marketing Associate and temp help. From January 2010 to December 2011 (2 years) Marketing Promotions Manager @ Accomplishments: - Promoted in my first 12 days to Team Leader. - Recognized as the #6 Top Leader in the Nation for March 2011 for a high level of lead generation with an above 60% conversion. - Invited to help develop the new Portland office by training new hires, establishing a positive and productive work environment, and mentoring new leaders. - Successfully developed one new Account Executive and Team Leader in 6 days time and established and enhanced client relationship in new territories in Portland. - Achieved highest personal conversion rate of 77%, translating in a potential for $250K in business. o Responsible for coaching, developing and mentoring promotional teams for the Bay Area market o Responsible for maintaining a high-level of lead generation for Accel's client, Home Depot o Lead "High Impact" motivational meetings to foster, cultivate, and drive positive and successful performance from the promotional team. From January 2011 to June 2011 (6 months) Precinct Board Member-RCV Facilitator @ For the first time ever, Berkeley, Oakland, and San Leandro voters used Ranked Choice Voting to elect most local city officials starting November 2010. I completed the mandatory RCV Facilitator Class on Ranked Choice Voting policies and procedures with the goal to assist the voters of Alameda County during the General Election on 11/2/10 on RCV policies. From September 2010 to November 2010 (3 months) Marketing Projects Coordinator @ o Managed, planned and executed all nationwide trade shows/conferences including logistics, setup and onsite support. o Managed inventory, shipment and budgeting of all marketing literature. o Performed event management duties surrounding national conferences and meetings. o Managed and forecasted marketing needs for all business resellers & territory managers. o Created press releases. o Collaborated with graphic arts department to create collateral, agendas, signage and invitations. o Conducted marketing research as necessary. From January 2008 to April 2009 (1 year 4 months) Marketing Associate @ This was a two-part role that included marketing responsibilities and staff development/recruiting duties. o Strategically planned national marketing campaigns/conferences in the Higher Education sector. o Lead and managed CWI's recruiting efforts for CIOs, CTOs, etc. o Researched/targeted sales & recruiting opportunities. o Created, drafted and revised news releases, RFP’s and marketing collateral. o Prepared background marketing material as needed. From September 2006 to September 2007 (1 year 1 month) Sarasota, Florida AreaClient Service Associate @ o Provided financial services to high net worth clients (worth $250mm+) and financial institutions with a team of financial advisors. o Created opportunities to extend services to existing client base by providing outstanding professional service and up-to-date advice on investment vehicles. o Earned Series 7 License to sell/trade investments. From 2004 to 2006 (2 years) Account Executive / Sales @ o Expanded client base by developing new business relationships within specific industries such as manufacturing, consumer products, retail corporations and the legal field. Earned business from new clients such as DonnaKaran, Coach, The Barden Corporation and several law firms. o Maintained and enhanced client relations by providing exceptional customer service. o Provided oversight on entire translation process in collaboration with the Production Department. o Performed administrative tasks such as billing, tracking revenue and monthly goals. From 2002 to 2003 (1 year)

Satmetrix From 2014 to 2014 University of California, BerkeleyB.A. @ Indiana University Bloomington Karen Meyers is skilled in: Startup Development, SaaS, CRM, Professional Services, Cross-functional Team Leadership, Self-Service Solutions, Lead Generation, Email Marketing, Content Marketing, Salesforce.com, Event Management, Social Media Marketing, Marketing Communications, Recruiting, Leadership