Catherine S.

About Catherine S.

My career spans high-growth SaaS companies and entrepreneurial ventures, where I’ve built, scaled, and led customer success strategies that drive long-term value. I bring a strategic, data-driven approach to customer engagement, transforming outcomes across retention, expansion, adoption, and product utilization.At SPOTIO, I lead the Customer Success teams with a focus on operational excellence, customer impact, and sustainable revenue growth. As the internal architect for our customer success platform, I’ve built the dashboards, playbooks, and automations that operationalize onboarding, adoption, risk management, and renewals—creating visibility and accountability at scale. I’ve also redefined EBR and success-planning frameworks, aligning customer goals directly to measurable business results.Before SaaS, I co-founded and scaled an e-commerce business to $11M in sales—an experience that shaped my operator–builder mindset and systems-first approach to growth. I also hold a graduate degree in counseling psychology, which continues to ground my leadership in empathy, communication, and an understanding of human behavior. That blend of human insight and operational rigor defines how I build teams, design systems, and deliver customer success at scale.

Experience

1. Director of Customer Success

   Spotio

   Aug 2023 — Present · Dallas, TX, US

   I lead SPOTIO’s Customer Success teams (Enterprise, Mid-market, and scaled SMB) to drive retention, expansion, and long-term customer value. My focus is on scaling processes, deepening adoption, and strengthening renewals while ensuring our team delivers measurable outcomes tied to company growth.• Architected SPOTIO’s use of Catalyst, building the dashboards, playbooks, and automations that operationalize onboarding, adoption, risk management, and renewals across the CX organization.• Built and optimized customer success frameworks that improved efficiency, visibility, and accountability across the customer journey.• Redefined EBR and success planning processes, ensuring customer goals are consistently tied to measurable business results.• Led cross-functional initiatives with Sales, Product, Finance, and Marketing to improve forecasting, reduce churn risk, and enhance the customer experience.• Implemented reporting and analytics strategies that elevated executive visibility into customer health and renewal outlooks.• Coached and developed CSMs and Support team members to transition from reactive problem-solvers into proactive strategic partners.• Overhauled support workflows to improve response times, resolution efficiency, and customer satisfaction.

Education

• St.Edward's University

  Master of Arts (MA), Psychology

  2012 — 2014

• St.Edward's University

  Bachelor of Arts, Psychology; minor in Business Administration

  2007 — 2011