Gwyn Kooistra

About Gwyn Kooistra

I’m a passionate Customer Success leader with a 20+year track record of driving 90-98% retention, consistently driving revenue growth exceeding 100% annually by leading trusted consulting engagements, delivering actionable recommendations, and optimizing customer programs to maximize value. In my most recent role, I developed and implemented high-value assets that increased average deal size by over 50%, driving greater customer investment and engagement. I excel in high-performance environments, leveraging cross-functional teamwork, data-driven decision making and people-first leadership. I’ve led global initiatives that align marketing, sales and customer success functions around shared outcomes – improving team performance and customer satisfaction at scale. My approach centers on continuous improvement, customer empathy and scalable solutions that meet evolving needs. This approach has driven revenue growth under management while consistently surpassing organizational goals for retention and expansion. I distinguish myself through a deep commitment to developing cultivating high-performing teams that thrive on collaboration and continuous growth. Whether I am navigating complex negotiations, shaping go-to-market strategy, or designing customer centric processes, I lead with trust, purpose, and a drive to create lasting impact. If you are eager to build customer loyalty, empower teams, and drive strategic outcomes that create lasting competitive advantage, let’s connect.

Experience

1. Senior Customer Success Manager

   Certinia

   Jan 2026 — Present · Greenville, MI, US

   I drive customer adoption, value realization, and long‑term retention across a portfolio of SaaS customers. I lead clients through onboarding and ongoing optimization, building targeted Success Plans that accelerate outcomes and strengthen product alignment. I also provide best practices, and day‑to‑day usability to ensure a seamless customer experience.I proactively monitor customer health, surface risks early, and partner cross‑functionally with Sales, Professional Services, and Support to resolve issues and advance account strategy. By building strong relationships with executives, champions, and end users, I create trusted partnerships that fuel advocacy, expansion, and sustained business impact.

Education

• Grand Rapids Community College

  Associates in Applied Arts and Sciences, Interior Design

• Grand Valley State University

  Graphic Arts