Summary
Overview
Work History
Education
Skills
Timeline
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Karissa Kenney

Westminster

Summary

Customer Success professional with a proven track record of driving revenue growth, client retention, and team enablement through strategic account management and scalable solutions. Skilled in identifying customer pain points, delivering tailored value propositions, and leading cross-functional initiatives that support company-wide goals. Experienced in mentoring, objection handling, and building durable tools that improve team performance and customer outcomes. Recognized for exceeding performance targets and contributing to long-term customer success and organizational growth.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

Gusto
11.2023 - Current
  • Assisted customers with onboarding processes and product usage inquiries.
  • Collaborated with cross-functional teams to ensure customer satisfaction and support needs.
  • Resolved customer issues through effective communication and problem-solving techniques.
  • Documented customer feedback to contribute to product improvement initiatives.
  • Conducted user training sessions to enhance product understanding and utilization.
  • Monitored customer engagement metrics to identify areas for enhancement.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Created customer support strategies to increase customer retention.
  • Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
  • 2025 President’s Club Winner (Customer Success)
  • Developed tailored talk tracks for high value/high risk accounts and multiple support ticket accounts leading to 54 Premium deals and $341K in Customer Success ARR (Nov–Mar)
  • Drove a 500% increase in closed-won sales and 756.7% ARR growth compared to the previous period
  • Prioritized retention and expansion in high value/high risk accounts by refining objection handling and focusing on high-impact activities
  • Mentored new team members through ramp-up with structured coaching
  • 172.80% of quarterly target during our last performance review
  • Created and implemented a scalable feature/talk track resource covering our Premium plan, Plus+ plan, Gusto HR, Mosey, 401(k), and more, supporting cross-sells and tier upgrades across the Core CS team
  • Demonstrated an ownership mentality by producing high-quality, durable tools to enable broader team success

Sales Representative

Gusto
02.2022 - 11.2023
  • Had a quality metric attainment of 158.73% for the goal of 12 quality metric points per week over the last 6 months in the role
  • Monitored customer onboarding process and addressed customer issues
  • Collaborated with team members to achieve sales targets and improve overall performance.
  • Maintained accurate records of sales activities using CRM systems for effective tracking.
  • Fostered relationships with customers to expand customer base and retain business
  • Identified customer needs to deliver relevant product solutions
  • Answered questions with up-to-date product knowledge
  • Presented products and services to prospective customers to meet client needs
  • Adhered to company initiatives and achieved established goals
  • Developed customized sales techniques to successfully sell and upsell services to new clients
  • Engaged positively with each customer, providing professional and polite support for sales and service needs
  • Answered customer questions and responded quickly to problems and on phone, chat, and by email
  • Interacted with customers to understand particular needs and identify products and services best suited to helping in achieving goals
  • Helped customers find specific products, answered questions and offered product advice

Market Development Representative

Gusto
08.2021 - 02.2022
  • Utilized CRM systems for tracking leads, managing customer interactions, and reporting outcomes.
  • Provided feedback on product development based on client insights and market analysis.
  • Provided exceptional customer service by addressing client concerns promptly and professionally, ensuring repeat business opportunities.
  • Trained new hires on market development best practices, fostering a culture of continuous improvement and knowledge sharing within the organization.
  • Cold called prospective partners everyday (goal of 50 dials per day).
  • Set up meetings for Account Executives and Account managers (goal of 5 held pitches per day).
  • Navigated Salesforce for new leads and qualifying partners.
  • 167% held pitch attainment in Q2.
  • 122% dial attainment in Q2.
  • 149.83% held pitch attainment in Q3.
  • 120.59% dial attainment in Q3.

Manager/Bartender

Lodo's Bar & Grill
04.2015 - 08.2021
  • Supervise 10-25 employees per shift.
  • Liaising with customers, suppliers, licensing authorities, distributors, and sales representatives.
  • Assist the director of marketing with social and digital media marketing through digital channels.
  • Create daily, weekly, and monthly marketing campaigns to drive business effectively.
  • Assist in new business initiatives.
  • Help developed and enforce sales contests to increase company sales goals as well as staff sales goals.
  • Assisted in being apart of the new menu creation team for the grand re-opening under new owners.
  • Maintain and direct events, banquets, and promotions.
  • Maintain up to date on all corporate and state regulated protocols and laws.
  • Ability to evaluate customer satisfaction and responsiveness.
  • Lead every shift with highest sales volume and promotional items sold.
  • Assist with evaluating inventory and ordering.
  • Lead trainer for the front of the house staff, developed and implemented training protocols company wide.

Education

Bachelor of Science - Atmospheric Sciences And Meteorology, Mathematics

Metropolitan State University of Denver
Denver, CO
12-2020

Skills

  • Customer relationship building
  • Customer retention
  • Client relations
  • Goal orientated and driven
  • Excellent oral and written communication
  • Great technical aptitude
  • Self-starter
  • Organized and detailed oriented
  • Product and service knowledge

Timeline

Customer Success Manager

Gusto
11.2023 - Current

Sales Representative

Gusto
02.2022 - 11.2023

Market Development Representative

Gusto
08.2021 - 02.2022

Manager/Bartender

Lodo's Bar & Grill
04.2015 - 08.2021

Bachelor of Science - Atmospheric Sciences And Meteorology, Mathematics

Metropolitan State University of Denver

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Karissa Kenney