Kevin Gonzalez

About Kevin Gonzalez

I am a Customer Success leader with a passion for people, performance, and purpose. I’ve spent my career building high-impact teams that drive growth, deliver value, and elevate the customer experience.As a director-level leader, I empower Customer Success Managers to lead with insight, act with purpose, and unlock the full potential of our clients—and themselves. I believe great leadership is about more than results; it\'s about developing people, creating clarity, and building a culture of ownership and trust.My sweet spot: bridging strategy and execution to turn vision into action. Whether mentoring rising leaders, building scalable success programs, or aligning cross-functional teams, I lead with empathy, data, and a relentless focus on outcomes.Let’s connect if you’re passionate about leadership, customer impact, or helping others grow.

Experience

1. Director of Customer Success

   MeridianLink

   Jul 2023 — Present · Saratoga Springs, UT, US

   As Director of Customer Success, I lead a high-performing team of Customer Success Managers supporting a nationwide portfolio of financial institutions. My role is focused on developing people, scaling strategy, and delivering measurable customer outcomes.Key responsibilities and accomplishments include:Leadership & Team Development- Built and mentor a diverse team of CSMs with varying experience levels - Developed and implemented career development plans, onboarding programs, and internal training pathways - Foster a culture of accountability, collaboration, and continuous improvementCustomer Experience & Retention- Manage and maintain a high customer retention rate through value-driven engagement strategies - Elevated client satisfaction scores (NPS/CSAT) through strategic relationships and refined success playbooks - Championed the voice of the customer to influence product development and roadmap planningCross-Functional Strategy- Serve as a key partner to Sales, Product, Implementation, and Support to align on customer goals and ensure a seamless lifecycle experience - Led initiatives to streamline internal processes, improving CSM efficiency and scalabilityOperational Excellence- Introduced KPIs and success metrics to track team performance and customer health - Rolled out GainSight to prioritize high-impact activities and drive proactive engagement - Designed scalable engagement models tailored to different customer segmentsAt my core, I’m passionate about helping others succeed—whether it\'s empowering CSMs to grow in their careers or enabling clients to fully realize the value of our solutions.

Education

• Brigham Young University

  Bachelor of Science (BS), Family Studies

  2008 — 2013

Skills

• Basketball
• Woodworking
• Time Management
• Hair Care
• Lead Generation
• Research
• Sales Process
• Customer Relationship Management (Crm)
• Public Speaking
• Facilities Management
• Solution Selling
• Social Media Marketing
• Basketball Coaching
• Music
• Expressive
• Social Media
• Music Industry
• Management
• Team Building
• Social Networking
• Salesforce.com
• Sales
• Insidesales.com
• Guitar
• Online Marketing
• People Skills
• Software Craftsmanship
• Friendly Personality
• Coaching
• Business-to-Business (B2b)
• Rock & Roll
• Saas
• Leadership
• Customer Service
• Singing
• Software as a Service (Saas)
• Business Development
• B2b
• Critical Thinking
• Crm