Katherine Houseman Email & Phone Number

• Lead teams of Customer Success Managers (CSMs) and product Strategists to ensure excellent customer outcomes and overall satisfaction• Drive territory planning efforts to maximize team efficiency and align CSMs to accounts based on strategic importance, opportunity, and risk• Collaborate with cross-functional teams (Sales, Product, and Marketing) to shape and execute customer-centric strategies• Lead execution of strategic initiatives aimed at improving customer engagement, product adoption, and overall experience• Monitor and analyze key customer health metrics, using data-driven insights to inform proactive measures• Ensure the team is aligned with company goals and positioned to meet quarterly and annual performance targets• Foster a culture of continuous improvement through training, coaching, and development programs for the Customer Success team

• Provided strategic direction for product adoption activities• Developed and implemented strategic and tactical operational capabilities that deliver world-class adoption services• Built a high-performing team through successful employee onboarding, engagement and retention, continued growth and development, and goal achievement• Set quality objectives, performance standards, and priorities that are implemented and monitored across the team• Developed strong and exciting adoption stories, case studies, references, and testimonials• Designed and delivered a comprehensive adoption journey map for clients, identifying, tracking, and achieving key milestones and metrics

Buffalo, New York, United States

• Directed the delivery of high-quality adoption for a member base of higher education institutions using assessment products within Student and Academic Affairs • Provided strategic direction for product adoption activities in the business line• Identified strategies for revenue growth in the assigned business line • Created organizational and operational processes

• Oversaw a portfolio of 60+ member campuses using a suite of Anthology assessment tools• Provided best practice expertise in learning outcomes assessment, planning, and survey design• Managed projects to improve complex on-campus processes• Delivered virtual and in-person trainings• Engaged and empathized with clients to build successful relationships• Contributed thought leadership on the most urgent issues facing higher education assessment today

Buffalo/Niagara, New York Area

• Managed a portfolio of member campuses using a suite of Campus Labs assessment tools • Provided best practice expertise in learning outcomes assessment, planning, and survey design• Advised clients on tool adoption based on their unique context needs• Delivered virtual and in-person trainings

Greater Philadelphia Area

• Taught English as a Second Language courses with a focus on academic English• Provided technical assistance for special programs• Designed language-focused curriculum and programming• Completed survey data collection projects for program evaluation

Greater Philadelphia Area

• Developed courses and planned academic experiences for students in Graduate Preparation, a 10-week intensive program of ESL and graduate skills coursework• Reviewed applicants in conjunction with the Graduate Admissions office, International Student and Scholars Services, and university departments

Tbilisi, Georgia

• Taught general English and literature to grades 8 through 11• Provided teacher training and curriculum support to Georgian teachers of English

Chittagong, Bangladesh

• Created AUW’s Teaching and Learning Center, a hub of services supporting faculty and students with academic resources• Taught classes and developed curricula focusing on language skills and critical thinking• Designed the writing entrance exam for the university• Served on university’s admissions committee

Greater Philadelphia Area

• Created content for marketing brochures, email blasts, surveys, and company website• Devised marketing campaigns• Planned product launch parties and special events• Managed recruiting and hiring; conducted all interviews and reference checks• Supervised and mentored a staff of three part-time workers and interns

Ba, Anthropology

Ma Tesol

Master Of Science (M.S.), Global And International Education