KYND's innovative, industry first and proprietary cyber risk management technology enables all businesses to easily monitor and understand the cyber risks they face, take action when necessary and be alerted to future risks as they arise. KYND's US market is focused on Insurance Risk Pools, supporting efforts to qualify for and retain Cyber Risk Insurance for member organizations. • Lead and manage the US-based Customer Success, Customer Experience & Support, and Data Analyst teams, ensuring KPIs for satisfaction, retention, and growth are met.• Develop and execute strategies to achieve US growth revenue targets, supporting the entire post-sale customer lifecycle, including onboarding and service delivery for Public Entity and Insurance customers.• Act as the primary advocate for US customers, handling issue escalation and resolution while ensuring customer feedback influences prioritization processes.

• Enhanced leadership team effectiveness and company productivity through structured processes, tools, and decisive leadership. Spearheaded strategic initiatives and programs to drive organizational growth.• Directed the strategic Objectives and Key Results (OKR) process, overseeing planning, adoption, and accountability efforts; delivered biweekly Status Reports to track progress and ensure alignment.• Orchestrated and delivered impactful presentations for key company events, including Monthly All Hands, Extended Leadership Meetings, Quarterly Business Reviews, Board Meetings, and Executive Offsite sessions, ensuring alignment and engagement across the organization.• Managed all transaction-related workflows, including sell-side diligence efforts, data room population & management, and coordination with bankers, resulting in a $625M investment from Summit Partners.

• Spearheaded top strategic priorities while closely monitoring progress towards key deliverables. Notable initiatives included consolidating tools (SFDC, Google Workspace, Chorus.ai, Outreach.io) and successfully implementing critical systems (CPQ, Pardot, Impartner, Confluence, DocuSign).• Championed a culture of continuous improvement by driving innovation in systems and processes. Led efforts in standardizing project management methodologies, launches, and training through the establishment of a Project Management Office (PMO) and the adoption of new tools.• Cultivated a collaborative environment conducive to the success of multidisciplinary and multinational teams, fostering seamless project execution. Facilitated effective communication and cooperation between back-end developers, front-end system administrators, and other stakeholders.• Delivered key dashboards and reports for daily management of the business and regular leadership assessment of growth and expansion as part of quarterly business reviews and quarterly board meetings with our lead investor, Turn/River Capital.

• Drove top strategic priorities while tracking progress towards key deliverables. Notable initiatives include implementing programs aimed at renewing critical clients, boosting client retention rates, and conducting in-depth analyses to address client churn effectively.• Oversaw strategic initiatives catering to various target audiences, including Executive Leadership Teams (ELT), Senior Leadership Teams (SLT), and the entire company. Led end-to-end management, from planning to content creation and delivery, for initiatives such as ELT employee reviews (9 Box), bi-annual SLT offsite retreats, and monthly all-hands meetings.• Instituted essential processes for the Executive Leadership Team (ELT), including weekly metrics dashboards, Quarterly Business Reviews (QBRs) for critical business units, and structured agendas and cadences for daily stand-ups, weekly tactical meetings, and monthly/quarterly strategic sessions.

• Oversaw client success management & planning for strategic accounts (1,100 clients, $30M ARR), including cross-departmental client engagement, product utilization, and contract renewal.• Owned client success metrics, including NPS, Net Retention, Gross Retention, & In-Quarter Renewal.• Built individual client relationships via in-person client visits and remote business review sessions. • Mitigated risk through the early identification of changes in product utilization and client satisfaction using an automated client health algorithm and series of defined heal processes.• Managed client escalations, navigating clients through save plans toward issue resolution.• Measured and evaluated client satisfaction via bi-annual NPS surveys, identifying trends in client vertical, market segment, user type, and product usage. • Led implementation efforts for Gainsight, a customer success software used to establish process flows for client engagements, automate client health & risk algorithms, and improve client interactions.• Developed strategy and ran initiative to transition legacy customer base to go-forward product.

• Product owner responsible for the overall strategy, health and financial success of Apricot Essentials. • Developed inside sales go to market strategy for Apricot Essentials product line, which resulted in a 200% increase in annual recurring revenue in 18 months.• Overperformed net retention target by 7% (99% versus 92%) through development of client success initiatives, online training tools and an automated billing system.• Piloted a trial-driven marketing campaign utilizing an e-commerce platform, resulting in a 64% win rate of all prospects included. • Automated the sales process, including daily demos and trials, resulting in an improved win rate (12% vs 64%) and decreased sale cycle (61 days vs 27 days). • Decreased CAC through eCommerce implementation of the quote to cash process.

• Implemented a Customer Success model and team, developing processes targeted at managing retention and satisfaction by preparing customers for ongoing success through relationship building and the early identification of potential challenges.• Launched a Documentation and Training team responsible for all product documentation and customer training resources, resulting in improved customer-facing tools and decreased days to delivery for updated documentation post-release.• Established a standardized client escalation path, tracking the engagement of appropriate parties, development of a resolution plan, and monitoring through full issue resolution.• Implemented Zendesk to improve overall customer experience, delivering customer self-service through help portal and internal data collection, reporting capabilities, and automation.• Developed and implemented an advanced product mastery training, Apricot Certified Expert, an in-person seminar for customers to increase product knowledge and apply industry best practices.• Developed support materials for the Apricot product in order to increase customer self-sufficiency.• Created internal product training resources and established best practices in data collection & reporting.• Instituted internal processes for the management of requests for support and assistance, allowing for automation and improved reporting across customer activity, utilization, and service delivery.

• Implemented Apricot case management software for nonprofits, applying best practices in data collection and reporting to the database framework and managing implementation projects from discovery phase through project completion with delivery of services based on the project’s scope of work and predefined timeline• Supported customers post-implementation through the delivery of training webinars, personal training sessions, general troubleshooting of issues and site modifications• Assisted the Development and QC teams through development of documentation, customer notification of releases, testing of new features, and monitoring product issues through resolution