Kristen Hutchison
Strategic Client Success Leader | Data Driven | Relationship Focused | 15+ Years in Technology & Healthcare
- Role
- Senior Customer Success Manager, Healthcare at Vault Workforce Screening, A First Advantage Company
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Kristen Hutchison
With over 15 years in customer success leadership, I excel in crafting client-centric…
Experience
Senior Customer Success Manager, Healthcare
Vault Workforce Screening, A First Advantage Company
Mar 2023 — Present
Manage 15 Enterprise healthcare staffing accounts representing $15M in ARR through the entire customer journey from kick-off call to training, success planning, and renewals- Generated a 25% increase in client engagement with more proactive enablement and support, improving relationships with Director-level and above stakeholders to ensure seamless renewal conversations- Achieved 100% client retention (vs. 85% team average) by advocating for customer escalations, improving book of business NPS up 20 points- Created and implemented a new CSM playbook that improved client escalation support and reduced onboarding time for new CSM\'s by 40%- Partner with cross functional teams including Executive Leadership, Sales, Marketing, Product, Operations, Finance, and Support, supporting expedited changes to the product roadmap and the publication of new customer case studies- Mitigate churn by leveraging client health data in monthly check-in calls with clients and Finance, identifying potential at-risk accounts.
Education
Shepherd University
Bachelor's degree, Liberal Arts and Sciences, General Studies and Humanities
1999 — 2005
Shepherd University
Master of Arts - MA
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