Kristina McMahon

About Kristina McMahon

I build Customer Success, Customer Experience, Customer Support, and Professional Services organizations that scale. My teams are driving adoption, retention, expansion, and long-term customer value.Customer Success and Post-Sale leader with 20+ years of experience leading SaaS organizations through onboarding, implementation, adoption, and lifecycle growth in both high-growth and regulated environments. I bring deep experience across Customer Success, Professional Services, and Service Operations, helping companies turn delivery excellence into measurable customer and revenue outcomes.I’ve built and scaled Customer Success Manager (CSM) teams, onboarding and implementation organizations, global support functions, and Professional Services teams. My background includes leading SaaS implementations, establishing Agile and sprint-based delivery models, improving team utilization and forecasting, and designing operating cadences that balance customer experience with efficiency and scale.I’m experienced in defining and tracking performance metrics across post-sale functions, including CSAT and NPS, Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), utilization, delivery velocity, and operational efficiency. I’ve partnered closely with Product, Sales, Engineering, and Operations to translate Voice of the Customer (VOC) insights and delivery data into product improvements, training programs, and process optimization.I’m known as a hands-on, people-first leader who brings structure without bureaucracy and momentum without burnout. I’ve implemented Agile methodologies, standardized tooling and workflows, and built scalable Professional Services and Customer Success frameworks that support consistent delivery, predictable outcomes, and strong customer trust.I thrive in fast-paced SaaS environments where Customer Success and Professional Services are revenue-influencing functions, not just another support layer. My teams are where strong cross-functional partnership turns successful implementations into long-term customer growth.

Experience

1. Professional Services Delivery Manager

   Ensora Health

   Feb 2023 — Present · Eagan, MN, US

   Headlines & Achievements-Delivering Professional Services projects ($5M annually) across a $17M SaaS book of business, strengthening client partnerships and retention-Driving team performance and utilization (boosted by 50%) through Agile practices, cross-training, and SaaS collaboration tools-Implemented enterprise platforms (Salesforce, Jira, ADO, Monday.com) to enhance workflow visibility and client delivery-Collaborating with executive leadership to align client services strategy with growth and product innovation.

Education

• Gustavus Adolphus College

  Bachelor of Arts, PSYCHOLOGY

Skills

• Organizational Development
• Talent Acquisition
• Onboarding
• Salesforce.com
• Professional Services
• Building Relationships
• Talent Management
• Performance Management
• Crm
• Training
• Management
• HR Consulting
• Account Management
• Change Management
• Project Management
• Career Development
• Succession Planning
• Leadership Development
• Human Resources
• Recruiting
• Job Analysis
• Organizational Effectiveness
• Business
• Business Development