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Seasoned Customer Success & Sales leader with over 18 years of experience building and leading post-sales, hypergrowth B2B SaaS functions. I am skilled in managing complex, global enterprise customer relationships and designing scaled, one-to-many digital customer experiences in fast-paced, start-up environments. I am a data-driven decision-maker with a passion for creating scalable GTM programs that enhance the customer experience and drive revenue growth, retention, product adoption, customer advocacy, and employee engagement. As a manager, coach, and team builder, I prioritize empathy and collaboration to empower my team through hands-on performance management, accountability, constructive feedback, change management, and creative problem-solving. I work as a strategic partner with product, finance, operations, marketing, and engineering to identify differentiating GTM opportunities that secure competitive advantages in the market. Additionally, as a Customer Success Operations lead, I am responsible for introducing new programs, tools, and systems that increase rep productivity and upselling while enhancing the customer lifecycle from onboarding through to renewal. Leader of change management focused on team development and coaching employees to excellence.
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Founding CsmLovableSan Francisco, Ca, Us
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Senior Director, Customer SuccessFoursquare May 2024 - PresentNew York, Ny, Us -
InvestorVarious Companies Jan 2021 - PresentGreenwich, Ct, UsInvestments include Marpipe and QuotaPath. -
Principal MemberEmerging Leaders Syndicate Jan 2021 - PresentThe Emerging Leaders Syndicate (ELS) is an invite-only, professional community bringing together the best minds in go-to-market who are interested in venture capital.
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Senior Director, Enterprise Customer SuccessTempo Software Aug 2023 - May 2024Boston, Massachusetts, Us -
Head Of Customer Enablement & EducationAsana Apr 2020 - Jan 2023San Francisco, California, Us• Designed and scaled a 30-member customer enablement & education team from six, with 16 in-house and 14 contractors.• Developed and managed four frontline managers overseeing customer enablement, instructor-led training, and education.• Collaborated with senior management team to identify key satisfaction metrics and touchpoints to establish a consistent customer experience and grow customer-centric sales during diminishing product-led growth. • Pioneered a strategy to better align, enable, and grow revenues from 120M+ paid user base.• Built the employee music program, managed membership and performances, and scaled it for inclusiveness. -
Founder Of Rocksana (Asana Music Program)Asana Jun 2020 - Dec 2022San Francisco, California, UsRocksana provides the world's Asanas with an artistic outlet to foster creativity and personal passion in the workplace.
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National Manager, Renewals & Customer Success - Linkedin LearningLinkedin Jan 2017 - Aug 2019Sunnyvale, Ca, Us• Developed end-to-end customer lifecycle, including kickoff, onboarding, QBR’s, renewals, and all churn mitigation & upsell related activities for LinkedIn Learning's Small Business Segment.• Managing 8 direct reports driving $7MM in annual renewal and expansion revenue across 2500+ customers; surpassed quota 3 consecutive quarters.• Designing self-serve customer support and renewals experience with cross-functional support from Product, Sales Operations, Customer Support, Biz Ops, Systems and Marketing.• Coaching and mentoring talent, expediting promotion cycle from 2.5 years to 12-16 months.• Increased off cycle expansion revenue from 1% to 15% while consistently driving and increasing renewal rates yielding growth from 60% to 80%.• Surpassed ASP deal size by 30X on multiple occasions growing SMB to Enterprise Accounts.• Established go-to-market strategy and playbook to close 2500 LinkedIn Learnings small business renewals prior to any systems or automation support. -
Head Of Global Music ProgramLinkedin Jun 2013 - Aug 2019Sunnyvale, Ca, UsAs head of LinkedIn's music program, I am responsible for identifying, implementing, and enhancing music-related programs to help encourage creative development, artistic networking, and personal passion in the workplace. This is achieved through building strong external partnerships with music vendors and instructors, purchasing & designing top tier on-campus practice and performance facilities, event planning, and creative marketing. This is truly a personal passion that stemmed from a long-shot request to practice music in a small vacant closet at HQ. We are now a 1000+ person global program spanning across nine LinkedIn offices, in addition to multiple external alliances allowing LinkedIn music lovers to exercise their passion and talent far beyond LI's walls.
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Regional Manager, Customer Success / Global Program Manager - Talent SolutionsLinkedin Jan 2015 - Dec 2016Sunnyvale, Ca, Us• Created a global organization of 120+ people as founding member and National Manager for LinkedIn's first Customer Success and Renewals Department.• Developed talent profiles, executed hiring strategies, interviewed and extended offers to 120+ people in 5 US and 2 EMEA Cities. while heading the West Coast CSM team handling over 1000 accounts across our SMB, Mid-Market and Enterprise segments.• Focused on retention and success of our global Talent Solutions customer base by spearheading several internal learning and development initiatives globally.
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National Manager - Smb Sales & Customer Success - Talent SolutionsLinkedin Sep 2011 - Dec 2014Sunnyvale, Ca, Us• While concurrently managing the Small Business Segment for North America, launched a successful pilot model which evolved into two separate organizations; hired Customer Success Representatives and Renewals Specialists preparing teams to expand organization by 12x in 3 months.• Automated operational processes and systems to expand long-term growth and success.• Increased off cycle expansion growth from 5% to 35% of total revenue with a 5% reduction in churn. • Exceeded YoY quota with increasing revenue targets and developed an effective joint account management model. • Lead team & management expansion from 1 to 26 people that oversaw 300 customers each.• Grew representative capacity 300% by optimizing automation opportunities and developing effective lifecycle marketing initiatives through AB testing.
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Smb Relationship Manager - Talent SolutionsLinkedin Aug 2010 - Sep 2011Sunnyvale, Ca, Us• Built and maintained relationships with Directors, C-level executives and users for 300+ SMB accounts with pre-IPO to recent IPO status implementing LinkedIn Recruiting and Employment Branding solutions in US Western Region.• Drove accounts to achieve reduced time to hire, increase quality of hire (retention & promotion), and reduced cost per hire allowing them to decrease company spend overall by reducing or eliminating job board and 3rd party-agency expenses.• Conducted 25 weekly in person and remote product demo’s, trainings and customer consultations.• Decreased client attrition from 55% to 20% in less than one year as founding member of SMB Relationship Management team.
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Sr. Customer Success Manager - Team LeadMongonet Apr 2007 - Aug 2010San Francisco, Ca, Us• Increased product usage 100% YoY from 1 million in 2007 to 3 million in 2009 by deploying new Direct Advertising and Business Development Programs; increased annual usage revenue and renewals. • Nurtured 9 enterprise accounts that created 300K users by developing relationships and creating product demand. Most notable accomplishment: grew initial $5K deal to over $50K.• Hired, managed and trained a team of three handling 150+ major accounts each, consisting of over 1 million unique users.• Restructured and directed the marketing and training departments to create scalable, standardized training practices decreasing ramp-up periods for new clients and employees by 75%. • Devised and instituted a customer correspondence policy providing major accounts with critical usage statistics. -
Operations Manager & Music Licensing CoordinatorSideonedummy Records Mar 2005 - Feb 2006Los Angeles, Ca, UsActed as operations manager ensuring an organized, structured, and thriving environment. Assisted Co-Owners and Key Executives with scheduling, travel, and event planning, and supervised the music licensing department. Lastly, I was the company liaison for all talent, management, and financial partners.
Kevin Ames Skills
Kevin Ames Education Details
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Uc Santa Barbara -
Redwood High School
Frequently Asked Questions about Kevin Ames
What company does Kevin Ames work for?
Kevin Ames works for Lovable
What is Kevin Ames's role at the current company?
Kevin Ames's current role is Founding CSM.
What is Kevin Ames's email address?
Kevin Ames's email address is ke****@****ana.com
What is Kevin Ames's direct phone number?
Kevin Ames's direct phone number is +141550*****
What schools did Kevin Ames attend?
Kevin Ames attended Uc Santa Barbara, Redwood High School.
What are some of Kevin Ames's interests?
Kevin Ames has interest in Education, Arts And Culture, Health.
What skills is Kevin Ames known for?
Kevin Ames has skills like Salesforce.com, Saas, Sales, Customer Service, Management, Strategy, Social Networking, Business Development, Customer Retention, Social Media, Account Management, Marketing.
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