Austin Kwon Email & Phone Number

New York, Ny, Us

Sunnyvale, Ca, Us

Global leader of the Scaled Customer Success & Programs organization across LinkedIn B2B and B2C product suites with two primary remits below.1) Digital Customer Success EcosystemLeading the tech-touch and self-serve Customer Success strategy to deliver and articulate customer value to all LinkedIn members and customers. Programs include Customer Education, Customer Communities, Email Engagement + Lifecycle Marketing, Knowledge Solutions, In-Product Experiences. Driving innovation of value-driving digital and self-serve experiences through customer-focused and user-focused AI and Generative AI technology. Core KPIs include delivery against product adoption, customer objective achievement, customer health, and commercial performance.2) Customer Success GTM Program ManagementLeading the strategic programs on how Customer Success engages with customers to deliver and articulate customer value across core products primarily within the Customer Success Management organization as well as post-sales Product go-to-market. Core KPIs include the same as the Digital Customer Success Ecosystem, but for the higher touch portfolio and including key/strategic customer engagement delivery.

Sunnyvale, Ca, Us

Global Customer Success leader for the Professional Services (implementation and specialists), Scaled CS Program (long tail customer portfolio, customer community, scaled onboarding & engagement), Customer Education (asynchronous and live delivery), and CS Strategic Programs (CS Service Offerings, CSM methodology, CS Go-to-market, and CS tech stack) teams for LinkedIn Sales Solutions. My organization works highly cross-functionally within Sales Solutions and across LinkedIn to ensure a seamless customer journey that efficiently and consistently delivers customer value.

Redwood City, Ca, Us

Customer Success leader for strategic enterprise accounts (F500 and Enterprise) for US-East and Canada. Led an org of 15+ Senior CSMs, Scaled CSMs, Team Leads, Managers, and Program Manager. Owned US-East and Canada churn numbers, pipeline and forecast management, and churn mitigation efforts consistently beating churn targets YoY . Implemented tiered CSM services across CSM portfolios ranging from white-glove Tier 1 strategic CSM services to scaled Tier 3 CSM services. Transformed the traditional Box CSM model for East and Canada from technical support, standard metrics reviews, and product training to driving true strategic partnerships with executive decision makers, understanding customer key business goals, and integrating Box to mission critical use cases that drive real value.

Redwood City, Ca, Us

Enterprise CSM with a $14M ARR portfolio of strategic enterprise accounts specializing in healthcare and Fed/SLED verticals. Partnered with customers to identify key business objectives and success metrics, drove deployment and user adoption to achieve these goals. Acted as the voice of the customer for internal teams and coordinated cross-functional resources to ensure a delightful customer experience. Recognized a critical need for CSM upskilling and owned the redesign and launch of the CSM new hire onboarding program with post-onboarding modules for ongoing development.

San Francisco, Ca, Us

• Led zero-balance comprehensive payment review projects for U.S. healthcare providers• Served as an expert on Usual, Customary, and Reasonable reimbursement methodology• Managed 3-4 Associates and additional support staff• Led technical and career development internal training modules• Developed and implemented internal MS Access reporting tools• As culture lead, executed events to promote collaboration across departments including budget management, staff management, and efficacy review

• Managed marketing research studies on consumer behavior

La Jolla, Ca, Us

• PI: Dr. Steve A. Kay | Assistant to postdoctoral scholars (Dr. Brenda Chow and Dr. Samuel Hazen)• Awarded UCSD Undergraduate Research Fellowship 2008 for work on transcriptional regulation of bio-fuel plant models.

Seattle, Wa, Us