Michele Kimmet

About Michele Kimmet

I am a solutions-driven Manager known as an influential, trusted business leader who is successful at building and developing high-performing teams. My approach is to create a balance between a stellar customer experience while driving growth, revenue, and continuous improvement. STRONG, PEOPLE-FOCUSED LEADER WHO IS COMMITTED TO BUILDING WINNING TEAMSAs the Director of Customer Success Manager for SmartSense by Digi, I developed and managed a remote team of high performing customer success managers and customer success coordinators overseeing a portfolio worth $64M+. This team in 2025 delivered NRR of 106% and reduced controllable churn to less than 3% all while increasing our NPS score by 8 pts year over year and reducing our customers in poor account health to less than 1% of total ARR. I believe in empowering employees so that they can grow and achieve goals, both professionally and personally. PERSUASIVE AND COLLABORATIVE LEADER WHO HAS A STRONG FOLLOWINGAs a member of the Leadership Team at RT, I was the SME for customer experience and account management. At both RTI & SmartSense I was sought after to join cross functional teams to develop new processes and drive improvement for many different company departments and was known for my ability to effectively implement change management to drive continuous, profitable improvements.BUILDING BENCH STRENGTH FOR GROWING ORGANIZATIONSI am known for motivating and helping people become the best they can be as they work to discover their own passions. I have a proven track record of identifying talent and developing a strong bench for other departments to begin their search for internal positions. During my tenure as the Customer Success Manager at RT, 60% of my team was pursued and promoted to internal growth positions. CUSTOMER-CENTRIC APPROACH TO DRIVE BUSINESS SUCCESS While an individual contributor at RT and Derse Exhibits, I was recognized for my ability to build collaborative relationships with internal and external customers. Fostering these strong relationships generated growth opportunities with new products and additional face to face marketing programs with our valued customers. My specialties include: Managing & Developing a High-Performing, Remote Teams Customer Focus, Sales & Business Development Leadership Employee Development & Engagement B2B Service & Account Management Strategies Developing Loyal & Long-Lasting Customer Relationship

Experience

1. Director, Customer Success Management

   SmartSense by Digi

   May 2022 — Present

   SmartSense delivers data driven IoT solutions for food safety, facilities monitoring, and supply chain visibility, by providing actionable insight.Actionable insight is what enables companies to improve operational efficiency, ensure regulatory compliance, and manage product quality risk. SmartSense provides real-time insight at over sites around the world. Since 2005, we have been passionate about transforming how organizations sense, monitor, and make decisions. We make it easy for companies to harness technology to do important things – to ensure food and medication safety, to improve worker productivity, and to manage risk.My team of 18 Customer Success Managers and 3 Customer Success Coordinators, manages 90% of the company\'s total ARR across 5 different verticals, while working on automating processes and touchpoints to help drive ROI and engagement with our smaller ARR customers. • Use in-depth knowledge of client industry, business processes, and deep knowledge of the SmartSense platform and technical expertise to drive and increase adoption and utilization of the SmartSense products.• Set the overall vision and strategic plan for the Customer Success Management organization, focusing on driving product adoption, leading a positive customer experience, driving growth and value through gross renewals and net retention improvements while increasing NPS and reducing controllably churn to less than 1% of total ARR in 2025.• Mentor and coach new team members on best practices, new use cases, and industry trends. • Work cross-functionally on internal projects to support and drive the continued evolution of the solution.• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches, based on customer segmentation and leading a culture of continuous improvement.

Education

• Saline Leadership Institute

  Organizational Leadership

  2019 — 2020

• Western Michigan University

  B.S., Aviation Technology and Operations

  1992 — 1997