Kara Jones
Global Head of Customer Success and Support @Decisions
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WORK HISTORY
Global Head of Customer Success and Support @Decisions
Bristol, GB
Lead global Customer Success and Support operations for a workflow automation SaaSprovider, overseeing Enterprise and strategic Customer Success managers • Defined and executed a multistage Customer Success model to support revenue• growth across key regions.• Launched AI-powered support tools to improve response times and automate low-• touch queries.• Partnered with Finance and Sales to streamline renewals and drive expansion• revenue.• Designed a health scoring framework to identify at-risk customers and expansion• opportunities.• Improved onboarding and implementation processes to reduce time-to-value. • Decrease churn by over 10% by implementing renewal management strategies • Increased NRR by 15%
EDUCATION
The University of Kansas
Bachelors, Business Marketing
Universey of Kansas
Bachelor of Science (Marketing) , Marketing/Marketing Management, General
SKILLS
ABOUT KARA JONES
With over 15 years’ experience in Customer Success, I specialize in building high-impactpost-sales functions that drive measurable growth, retention and long-term customer value.My focus is on creating scalable success strategies, aligning internal teams and enhancingthe customer journey at every stage.I’ve led global teams, introduced new success models and collaborated cross-functionally toembed Customer Success as a key revenue driver. From reducing churn and increasingNPS, to leading AI-enabled support initiatives and designing in-house health scoring systems,I’ve consistently delivered outcomes that move the needle. As Head of Customer Success at Decisions, my goal is to drive sales performance byenabling the greatest possibly level of engagement with Decisions and its current customer base, through creating of compelling customer experiences and ease of collaboration across the customer engagement lifecycle. This is achieved by ensuring every customer success sales representative has the required knowledge, skills, processes, and behaviors to optimize every interaction with our customers.Reporting into the CEO, I manage the strategy, operations, programs, and systems that help ourCustomer Success teams grow and scale, while maintaining an exceptional experience for our customersalong their lifecycle. As the Head of Customer Success, I run all post-sales activities including on-boarding, adoption, retention, and growth.
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