David K.

About David K.

I build customer relationships that stick and portfolios that grow. After years leading enterprise accounts in SaaS, risk, and compliance, I\'ve learned that retention isn\'t a metric you chase. It\'s the outcome of doing everything else right.PROVEN IMPACT:→ Managed $70M+ customer portfolio with 90% annual retention (exceeding 88% target)→ Generated $915K in expansion revenue through strategic upsells and cross-sells→ Led team of 11 Enterprise Account Specialists across complex SaaS, risk, and compliance solutions→ Delivered major renewals including $1.3M multi-year deal with $400K expansion (22% growth)→ Achieved 30% multi-year renewal rate, strengthening long-term revenue predictability→ Recognized: Customer Success Manager of the Year (2x), Circle of Excellence Award (2021, 2023)MY APPROACH:I combineI show up to every customer conversation knowing their numbers, their risks, and what success actually looks like to them. Not just what looks good on a dashboard. I co-create success plans, build relationships across champions and decision-makers, and when something goes wrong, I don\'t avoid it. I run toward the hard conversation.I\'m also someone who stays ahead of how the work is changing. I use modern tools to move faster, think sharper, and spend more time on the things that actually move the needle for customers.CORE EXPERTISE- Enterprise Customer Success & Account Management- Revenue Retention & Expansion Strategy- Team Leadership & Development (up to 11 direct reports)- Complex Renewal Negotiations & Multi-Year Contracting- Cross-Functional Collaboration (Sales, Product, Legal, Finance)- Forecasting & Pipeline Management- SaaS, Risk, Compliance, and Workflow SolutionsI\'m looking for my next role in Customer Success, whether that\'s as a CSM, Manager, or Director, at a company serious about customer outcomes, particularly in fintech, identity verification, or data and analytics. If that sounds like your team, I\'d love to connect.

Experience

1. Manager, Enterprise Account Specialist

   Thomson Reuters

   Jan 2025 — Present

   Led enterprise customer success for a $70M portfolio, managing 11 Account Specialists supporting SaaS, data and workflow solutions across financial services, insurance and legal.KEY ACHIEVEMENTS- Retention Excellence: Achieved 90% annual retention rate, exceeding corporate target of 88% and minimizing churn to ~10% across 100+ enterprise accounts- Expansion Revenue: Drove $915K in incremental ARR through strategic upsells and cross-sells (as of Nov 2025, expected to exceed $1M by year-end)- Major Deals: Negotiated $1.3M multi-year Fidelity renewal with $400K product expansion (22% growth), one of the largest deals in the region- Multi-Year Strategy: Converted 30% of renewals to multi-year commitments, improving revenue predictability and customer lifetime value- Churn Mitigation: Recovered $2.4M in at-risk renewals (Oct) and $4.7M (Dec) through proactive engagement and creative problem-solving- Forecast Accuracy: Delivered retention and expansion forecasts within ±2% of actuals, providing leadership with reliable planning data- Customer Health: Maintained 100% of accounts in \"healthy\" status with zero escalations to at-risk category throughout the year- Operational Excellence: Increased Executive Check-In completion from 59% to 74%, strengthening customer engagementSCOPE & RESPONSIBILITIES:→ Strategic account planning and renewal management for enterprise clients ($50K-$2M+ ACV)→ Team leadership: coaching, performance management, and development of 11 CSMs→ Complex contract negotiations, including multi-year deals and pricing approvals→ Cross-functional collaboration with Sales, Product, Legal, Finance and Deal Desk teams→ Customer escalation management and executive relationship building→ Pipeline forecasting, CRM/Gainsight management and performance analyticsThis role required balancing high retention targets with aggressive expansion goals while maintaining exceptional customer experience across a geographically diverse, high-value portfolio.

Education

• Appalachian State University

  Bachelor of Science in Communication, Minor in Public Relations

Skills

• Securities
• Customer Relationship Management (Crm)
• Operational Risk
• Strategy
• Team Building
• Management
• Sales
• Bank Secrecy Act
• Anti Money Laundering
• Strategic Partnerships
• Business Relationship Management
• Business Development
• Risk Assessment
• Training
• Fraud
• Payments
• Investigation
• Financial Services
• Crm
• Customer Service
• Analysis
• Banking
• Risk Management
• Sales Presentations
• Financial Regulation
• Account Management
• Due Diligence
• Relationship Building
• Kyc
• Salesforce.com
• Vendor Management
• Strategic Planning
• Aml
• Financial Risk
• Private Banking
• Product Management
• Ofac
• Marketing
• Recruiting
• Budgets