John Kincaid

About John Kincaid

I\'m a seasoned global Customer Success and Post-Sales Leader who thrives on transforming challenges into opportunities within the fast-paced SaaS world. My passion lies in building and scaling high-performing Technical Account Management (TAM) and Customer Success organizations, always with an eye on driving customer retention, accelerating revenue growth, and establishing operational excellence.One of my proudest achievements at Pendo.io was leading the transformation of the global TAM team from a niche operation into a nearly $20 million strategic revenue driver. This wasn\'t just about the numbers; it was about defining a clear vision for TAM, implementing scalable processes, and fostering a culture that truly expanded our customer impact and profitability. Through innovative service offerings and cross-functional collaboration, we not only enhanced revenue growth but also optimized team efficiency and elevated customer satisfaction to world-class ratings. It was a true testament to what a focused team can achieve.As Director, Technical Account Management, I specialized in aligning customer success services with measurable business outcomes — accelerating product adoption, maximizing retention, and designing scalable engagement models that fuel renewal and expansion pipelines. My expertise includes defining and executing KPIs, establishing operational cadences, and deploying customer engagement strategies that enhance efficiency, increase revenue impact, and elevate executive-level insights. I believe great Customer Success teams don\'t just report the news — they proactively create it. My mission is to evolve Customer Success and TAM functions into strategic growth engines that power sustainable growth and customer loyalty.I lead with a strong focus on clarity, accountability, and talent development — mentoring frontline managers into strategic leaders and fostering cultures centered on ownership, innovation, and customer obsession. I\'m passionate about the intersection of customer experience, product strategy, and revenue growth, and I thrive on building and optimizing post-sales teams that deliver measurable value and lasting impact.Core Competencies: Customer Success Strategy | Technical Account Management (TAM)| Customer Health & Engagement | Lifecycle Management | Renewal & Expansion Influence | Scalable Service Models | Net Revenue Retention (NRR)| Executive Alignment | Team Development | SaaS | Cross-Functional Collaboration | Operational Excellence | Product Adoption

Experience

1. Senior Director, Customer Operations

   Litera

   Aug 2025 — Present · Raleigh, NC, US

Education

• North Carolina State University

  Minor, Economics

• North Carolina State University

  Bachelor’s Degree, Agricultural Business Management

  2006 — 2010

Skills

• Sap
• Financial Operations
• Account Management
• Organizational Development
• Software as a Service (Saas)
• Powerpoint
• Microsoft Excel
• Edi
• Microsoft Word
• Team Leadership
• Business Analysis
• Microsoft Office
• Business Coaching
• Financial Reporting
• Accounts Receivable
• New Client Implementation
• Organizational Effectiveness
• Strategic Hiring
• Leadership
• Vendor Relationships
• Access
• Facility Management (Fm)
• Time Management
• Financial Analysis
• New Hire Training
• Thought Leadership
• Performance Management
• Crm
• New Product Implementations
• Data Analysis
• Photography
• Analysis
• Interviews
• Long-Term Customer Relationships
• Customer Service
• Reporting & Analysis
• Analytical Skills
• Recruiting
• Educational Consulting
• Oracle E-Business Suite