Cass K

About Cass K

Enterprise Customer Success Manager passionate about creating, implementing, improving, and scaling Customer Success processes and workflows with a specialty in ROI/Value, strategic planning, and onboarding. Eager to leverage my strategic mindset and operational expertise to excel in Customer Success Program Management and Operations. Accomplished in reducing churn, increasing adoption, implementing success criteria/roi metrics, and mastering onboarding processes to scale.Experience building processes and programs for digital success programs (tech touch), mid market accounts (low touch) and enterprise accounts (ultra high touch). I have a passion for deeply understanding customer challenges, brainstorming creative solutions, and driving value/ROI by exceeding customer goals. Top 5 Clifton Strengths: 1. Individualization: You are intrigued with the unique qualities of each person. You have a gift for figuring out how different people can work together productively.2. Command: You can take control of a situation and make decision. Chances are good that you generate ideas quickly. You draw clever linkages between facts,events, people, problems, or solutions. Relator: You naturally form genuine and mutually rewarding one-on-one relationships. Your authenticity allows you to build close, long-lasting connections that foster trust and confidence.4. Strategic: You quickly weigh alternative paths and determine the best one. Your natural ability toanticipate, play out different scenarios and plan ahead makes you an agile decision-maker5. Activator: You are a catalyst. You naturally know how to turn ideas into action, and you make thingshappen. Your energy can be contagious and engaging.

Experience

1. Customer Success Operations Manager

   Bloomreach

   Dec 2024 — Present

   Responsible for CSM and CS Leadership training of Staircase ai and Gainsight platforms -Build customer focused health score to align customer health to customer value & outcomes-Led the end-to-end implementation and strategic rollout of Gainsight and Staircase AI, delivering critical visibility into customer health, engagement, and sentiment across the global CS org-Developed a strategic enablement roadmap for CSMs and CS leadership, covering AI tools, success planning, health scoring, and executive value storytelling

Education

• Southern New Hampshire University

  Psychology

  2012 — 2016