Katie Lyons

Global Director, Customer Success - Product & E-commerce

Chaos

Apr 2025 - Current (1 year 7 months)

Own retention and growth strategy for a ~$16M ARR SaaS portfolio serving 160 global DTC, retail, and manufacturing customers.Accountable for board-level metrics including GRR, expansion revenue, and renewal forecasting.Built a segmented engagement model to optimize resource allocation and elevate customer outcomes across enterprise, commercial, and long-tail segments.Partner with Product & Engineering to advance post-purchase journeys and prioritize roadmap investments using usage analytics and customer insights.Collaborate with RevOps to integrate CS technologies and automation, improving lifecycle scalability and digital-touch efficiency.Co-led t

Global Manager, Customer Success - Product & E-commerce

Chaos

Apr 2023 - Apr 2025 (2 years 1 month)

Led a team of seven global CSMs managing $12M ARR across 150 international customers.Designed and implemented onboarding, renewal, and escalation playbooks that improved consistency and customer satisfaction.Founding member of Women@Chaos; led DEI and leadership-development programming.Moderated the Women@Chaos Summit: The Power of Feminine Energy in the Workplace.Mentor in the first Chaos International Mentorship Program, supporting early-career employees in growth and leadership development.

Senior Customer Success Manager- Product & E-commerce

Chaos

Jan 2020 - Apr 2023 (3 years 4 months)

Managed a 20-account portfolio, renewing 97% and driving growth in more than half of accounts.Guided enterprise clients through 3D product creation workflows, ensuring adoption and value realization.Built and expanded C-suite relationships, securing renewals and multi-product expansions.Drove partnerships with complementary vendors, generating new revenue channels.Top-performing CSM in 2021 & 2022, leading the organization in upsells.Delivered Executive Business Reviews to reinforce ROI and strengthen long-term partnerships.

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Senior Strategic Account Manager

Catalant Technologies

Mar 2019 - Dec 2020 (1 year 10 months)

Managed $5M in annual revenue from Fortune 500 enterprise clients.Developed strategic account plans aligned to each client's organizational priorities, resulting in increased adoption and renewals.Delivered QBRs, program reviews, and executive-level recommendations that expanded multi-year contracts.Partnered closely with Product, Engineering, and UX teams to enhance platform capabilities and user experience.

Director, Enrollment

Collegevine

Nov 2017 - Mar 2019 (1 year 5 months)

As the Director of Enrollment, I managed the full sales cycle, successfully generating $700K in revenue. I built tailored admissions support plans that aligned with each student's academic and personal goals, while also advising families through the college application process, which significantly improved outcomes and customer satisfaction. Additionally, I developed a go-to-market strategy (GTM strategy) for outbound campaigns, creating targeted approaches to reach potential clients in my territory, thereby enhancing our outreach efforts and contributing to overall enrollment success.

Senior Customer Success Manager

EVERFI

Jun 2012 - Nov 2017 (5 years 6 months)

Managed 20 higher-education accounts totaling $1.5M; achieved 85% YoY renewals.Exceeded upsell targets by 20% through adoption and value-driven engagement.Synthesized complex data into strategic presentations for C-suite stakeholders.Designed and executed implementation strategies to expand platform usage.Worked with Product teams to advocate for new features based on client needs.

Marketing Manager

Boston Ballet

Jun 2008 - Jun 2012 (4 years 1 month)

Internal Wholesaler- Annuities and 529

John Hancock

Sep 2006 - Jun 2008 (1 year 10 months)

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Katie Lyons

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