Kevin Do Email & Phone Number

New York, New York, US

• Launched Customer Success Qualified Leads (CSQL) program that generated $2MM+ in opportunities, partnering with Account Management to capture revenue during a tough economic year (2023)
• Shaped the revision of the Customer Journey and its operationalization (defining key touchpoints, Gainsight tooling, KPIs, decks, change management)
• Built systems and tools to make the work experience more equitable, inclusive, and supportive for BIPOC customer-facing employees:
• Spearheaded a structured escalation path for frontline managers and above, equipping them with the critical thinking / inclusion skills to create a safe and supportive environment for BIPOC customer-facing employees.
• Developed playbook and revised the hiring process to be more inclusive, equitable, and structured to help the CS department achieve it's KPIs for DEI (e.g., increasing the percentage of underrepresented folks in the.
• Hired and developed 25+ CSMs who successfully progressed up the career ladder (L2 to L5) with an average employee retention of 4+ years at the company (growing on my immediate team or moving onto Enterprise CS.

New York, New York, US

I’m proud to serve as the co-chair and founder of Greenhouse’s first ERG for API folks for 3 consecutive years.

New York, New York, US

New York, New York, US

• Lead and coach a team of 10 CSMs across Mid-Market and SMB segments (~30MM ARR)
• Designed and facilitated over 20 workshops across the company, department, and leadership level on topics ranging from self-compassion, emotional intelligence, Non-Violent Communication, high-performance, and belonging.
• Spearheaded scaled services (1:many) program in Mid-Market segment that resulted in increased customer engagement, community building, and feature adoption
• Led the revamp of CS Career Ladders end-to-end; from design, validation, pilot, to rollout that resulted in the creation of longer Employee Lifetime Value, clearer metrics, expectations, and outcomes for professional.
• Co-created the first-of-its-kind offsite for the San Francisco office to foster team integration and collaboration following the merging of 2 departments (Customer Success and Support)

New York, New York, US

• Senior Customer Success Manager, Enterprise (1/2019 - 10/2019)I partnered with some of our largest customers to ensure that, through Greenhouse, they hire better people while providing an outstanding candidate.
• Onboard customers onto our new D&I product, Greenhouse Inclusion
• Collaborate with Product Management, New Products, and other Customer Success team members to rollout new D&I product successfully and drive ROI
• Top performer in our CSM incentive program (SPIFF) for upsells & expansion

New York, New York, US

• Having been a CSM for over 100+ customers, I view myself as a consultant in the talent industry. Afforded with widespread perspectives into the talent tech-stack, processes, and initiatives, I consult my customers on.
• Discuss strategies around scaling, org-wide adoption, change management, structured interviewing, sourcing, D&I, system architecture build, headcount planning, and candidate experience
• Drive insights from reporting on KPIs / metrics to identify bottlenecks and areas for process optimization (executive dashboards, conversion rates, team activity, pipeline, etc.); leveraging google sheets, BI tools, or.
• Obtain buy-in from hiring managers and empower them to be more hands-on with recruiting
• Streamline and refine the company's recruitment processes and translate them into Greenhouse
• Discuss system integrations and architecture design with upstream/downstream systems (e.g., Workday HRIS)Notable accomplishments:

Los Angeles, California, US

Expanding RBTL's corporate footprint to help people-first companies embody emotional intelligence.

Worldwide, OO

Bachelor Of Science (B.S.), Biological Sciences

Empathy And Emotional Intelligence