Kathryn Louisa Marmolejo
E-Commerce Customer Experience Leader
- Role
- Head of Customer Success at Solgaard Design Inc
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Kathryn Louisa Marmolejo
I’m a data-driven Customer Experience and Operations leader with deep expertise in scaling retention, loyalty, and engagement systems for high-growth e-commerce and B2B brands. I specialize in building CX infrastructure that drives measurable impact; aligning automation, AI, and customer insight to reduce churn, increase satisfaction, and grow revenue sustainably.At Solgaard, a purpose-driven travel brand, I oversee global Customer Success and CX strategy, leading a team of 10. My work integrates AI-powered engagement tools, CRM implementation, and process optimization to enhance customer journeys across every touchpoint. Recently, I deployed an AI chat widget within paid media campaigns that drove a 20% lift in ROAS, 12% more purchases, and an 11% higher AOV while lowering CPA.With a foundation in UX design, I approach customer success with both empathy and precision, turning qualitative feedback into quantitative growth. From designing complaint-resolution SOPs and automation workflows that saved $175K annually to managing high-value $125K+ ARR B2B accounts, I deliver scalable systems that balance efficiency and care.I’m passionate about purpose-led business, co-creating the Solgaard Scholars Program to support LGBTQ+ students in oceanic sustainability. I thrive at the intersection of CX innovation, team enablement, and operational strategy, helping brands evolve customer relationships into long-term partnerships.Specialties:Customer Success Leadership | CX Strategy | AI & Automation | E-Commerce Operations | CRM Implementation | Retention Optimization | Process Design | B2B Account Management | Data-Driven Insights | Sustainable Brand Growth
Experience
Head of Customer Success
Dec 2022 — Present
As Head of Customer Success at Solgaard, I oversee strategy, operations, and experience design across our global e-commerce and B2B channels. My work centers on aligning customer experience with operational efficiency and brand integrity, translating customer feedback into scalable systems that drive measurable results. • Led the integration of AI-powered conversational ads, improving customer engagement and insight gathering. This initiative increased ROAS by 20%, purchases by 12%, and AOV by 11%, while lowering CPA. • Managed $125K+ ARR B2B accounts, overseeing onboarding, adoption, and renewal strategies to strengthen retention and lifetime value. • Built and implemented relationship management frameworks that streamlined communication between support, product, and marketing teams. • Authored CX playbooks and SOPs for complaint management, improving response times and raising CSAT/NPS metrics. • Partnered cross-functionally to ensure customer success initiatives informed product roadmaps and sales strategy. • Reduced departmental costs by $175K annually through automation, workforce optimization, and process re-engineering; all while maintaining premium service quality.
Education
James Madison University
Bachelor of Arts - BA, Political Science
Flatiron School
User Experience Design, User Experience & User Interface Design
2020 — 2020
Columbia Business School Executive Education
Certificate, Digital Marketing Intensive
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