Katherine Jensen

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Customer Success Manager, Strategic Accounts

Evanston Consulting PNW

Jan 2024 - Current (2 years 7 months)

• Managed exclusive customer portfolio across 15+ commercial accounts by executing customer success strategies, lifecycle engagement initiatives, and executive account planning, increasing retention by 20%. • Generated 10-20% incremental increase in revenue through AI-driven CRM automation, personalized engagement strategies, and targeted customer win-back campaigns. • Improved 30% campaign efficiency by redesigning segmentation frameworks, streamlining workflows, and optimizing CRM automation systems. • Developed and expanded pipeline through consultative business reviews and cross-sell strategies, securing an increase in revenue. • Elevated customer engagement across strategic accounts by implementing lifecycle marketing initiatives and p

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Customer Success, Payroll & HR SaaS

Hourly.io

Jan 2024 - Dec 2024 (1 year)

• Led $100,000 commercial SaaS portfolio by increasing payroll, HR, and compliance platform adoption across customer accounts through customer success and engagement strategies. • Secured $60,000+ new revenue through consultative workforce optimization strategies and operational improvement initiatives. • Increased 30% operational productivity by automating CRM workflows and optimizing customer engagement processes. • Built $85,000+ expansion pipeline through account planning and churn mitigation strategies, preserving $70,000+ recurring revenue while achieving 95%+ KPI attainment across customer success metrics.

Customer Success Manager

Yelp

Jan 2021 - Dec 2023 (3 years)

• Managed $1,200,000 annual portfolio across multi-location commercial and growth-stage accounts with monthly spend ranging from $1,000 to $50,000 through strategic account management and customer success initiatives. • Generated $180,000+ expansion revenue through executive business reviews, customer reactivation campaigns, and retention-focused account planning, expanding a $300,000+ book of business. • Identified $250,000+ upsell opportunities through data-driven customer engagement strategies, protecting $150,000+ renewal revenue while improving retention by 20% and exceeding 95% KPI performance goals.

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Enterprise Customer Success

NEWS DIRECT

Jan 2020 - Dec 2021 (2 years)

• Directed $900,000+ enterprise portfolio across 75 PR and communications clients through consultative account management, retention strategy, and executive stakeholder engagement. • Expanded 25% regional revenue growth by executing referral partnerships, enterprise outreach campaigns, and targeted customer acquisition initiatives, generating $150,000+ new revenue. • Developed $200,000+ expansion pipeline through strategic prospecting and account planning initiatives, converting $180,000+ in upsell and cross-sell revenue while preserving $120,000+ renewal revenue through churn mitigation strategies.

Account Manager, Enterprise Accounts

Business Wire

Jan 2017 - Dec 2020 (4 years)

• Administered $750,000 annual revenue quota across Fortune 500 enterprise accounts by executing consultative account growth strategies and executive customer engagement initiatives. • Achieved 103%–105% quota attainment by expanding enterprise relationships, increasing contract value, and strengthening long-term account growth strategies. • Drove $200,000+ in account expansion revenue by strengthening executive stakeholder relationships, leading strategic account planning initiatives, and increasing customer adoption across enterprise accounts.

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