Caitlin Kimball
Customer Success Manager
- Role
- Client Success Manager at Pelago
- Location
- Johnstown, CO, US
- LinkedIn followers
- 500 followers
About Caitlin Kimball
Pelago is the world’s leading virtual clinic for substance use management. We are…
Experience
Client Success Manager
Dec 2024 — Present
Increase RevenueOwn a book of business and actively drive revenue growth by strategically managing client relationships and ensuring successful program implementation and adoptionManage the end-to-end renewal process for assigned client portfolioIdentify and secure expansion and upsell opportunities with each client Partner with sales to drive alignment for client renewals and expansions Communicate internally potential risks that would threaten renewalsDeliver Client ValueEstablish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise clientsDevelop fluent understanding of Pelago programs, implementation processes, growth marketing approach and clinical operations Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction Consistently manage client expectationsPrepare and deliver metrics based on each client’s goals in a consumable format that delivers actionable insights (regular meetings, business reviews, ROI)Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churnConvert “model” clients into Pelago advocates, leveraging their success for references, case studies, blogs, etcEnsure clients and their members are utilizing key product features to maximize successPrepare, execute and participate in special events held for or hosted by clientsLead Cross-FunctionallyManage client issues/escalations by collaborating with internal teams such as Client Implementation, Clinical Operations, Product, and Sales, as neededWork cross-functionality with teams such as Product, Marketing, Engineering and Executive teams to ensure client/market feedback is shared for ongoing improvementsPartner with Growth Marketing to develop member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall client satisfaction
Education
Colorado State Univesity
Bachelor Of Science, Health & Exercise Science
2008 — 2013
Cheyenne Mountain High School
High School Diploma
2004 — 2008
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