Kandace W.

About Kandace W.

Customer Success Leader with 14+ years of experience driving retention, growth, and operational excellence in SaaS, including leadership of high-performing teams. Led up to 9 CSMs managing $24M in ARR, accountable for KPIs across retention, CSAT, campaign performance, and revenue expansion. Experienced in hiring, onboarding, and developing talent, and known for creating scalable processes—including a cross-functional Roles & Responsibilities framework for the onboarding lifecycle. Partnered with executive leadership through weekly reporting on retention, upsell pipeline, and churn risk, while delivering measurable impact such as a 40% revenue uplift in franchise accounts and sustained enterprise-level retention. Areas of Expertise:Customer Service * Retention * Leadership * Training * Critical Thinking * Relationship Building * Data Analysis * Hiring * Change Management * Process Improvement * Strategic Planning * Sales * Project Management * Engagement Management *SaaS Who have I worked with- Individual, small business owners - Franchises - Mid-Market/Regional business - Enterprise business - Undergraduate & Graduate students Industries I\'ve worked in- SaaS - Marketing - Digital Advertising - Higher Education‍ I\'m familiar with- Salesforce - Tableau - Asana - Microsoft Office, Teams - Google - Zoom

Experience

1. Customer Success Manager

   Chamberlain Group

   Mar 2024 — Present · Oakbrook Terrace, IL, US

   Leading total gross revenue generated from customer onboardings by 41%. I continuously envision ways to enhance the customer experience by evaluating internal workflows, identifying opportunities to streamline communication and eliminate bottlenecks, ensuring a smoother process for both customers and internal teams- Conceptualized and launched a comprehensive Roles & Responsibilities framework for the onboarding lifecycle, clearly defining ownership across CSM, FSE, and BD functions and strengthening overall process clarity and operational efficiency- Independently authored and implemented internal process documentation (Dealer Demo workflow and Pre- & Post-Migration Outreach), ensuring operational consistency, scalability, and long-term knowledge retention- Streamlined the CSM Training Checklist and onboarding experience, modernizing the workflow used to train new hires and creating a more structured, repeatable, and efficient training process- Serves as primary lead for onboarding new CSMs, ensuring new team members had the support, tools, and training needed to be successful in their roles from day one- Authored the Community Software Best Practices Guide now provided to property administrators, helping standardize platform use and improve adoption, engagement, and customer outcomes.

Education

• DeVry University

  Bachelor’s Degree, Sustainability Management

  2012 — 2015

• Purdue University

  Bachelor’s Degree, Earth and Atmospheric Sciences

  2004 — 2006