Summary
Overview
Work History
Education
Skills
Certification
Timeline
8e
Kourtney Collins

Kourtney Collins

Denver,CO

Summary

Customer Success & Trust Operations Manager with 7+ years of experience leading high-performing teams, driving net revenue retention (NRR), and delivering scalable customer experiences. Proven expertise in customer journey mapping, lifecycle touchpoint optimization, and churn reduction. Skilled in cross-functional collaboration with Sales, Marketing, and CS Ops to increase customer lifetime value (CLV), improve forecasting accuracy, and maximize account expansion. Data-driven leader proficient in Gainsight, Salesforce, and advanced analytics tools.

Overview

13
13
years of professional experience
10
10

Certifications

1
1

Bachelors Of Science Degree

1
1

Masters of Business Administration

Work History

Manager, Customer Success & Trust Operations

Evolve Vacation Rental Network
01.2021 - Current
  • Lead a high-performing Customer Success team managing 400+ accounts each across NAMER, LATAM, and APAC, achieving 95%+ retention rates.
  • Serve as primary escalation point for global customers, balancing business needs with customer advocacy.
  • Partner with Sales, Marketing, and CS Ops to design scalable lifecycle touchpoints, resulting in a 12% increase in upsell revenue and improved customer lifetime value (CLV).

Senior Customer Success Advisor – Trust & Safety

Airbnb, Inc.
01.2018 - 01.2021
  • Managed escalations for global host and guest accounts, reducing churn and increasing NRR through rapid resolution and policy enforcement.
  • Designed and enforced global escalation procedures for insurance programs, reducing resolution time by 20%.
  • Partnered with Legal, Policy, and CS Ops to enhance compliance processes, minimizing financial risk and protecting over $2M annually in potential losses.

Solutions Team Lead – Customer Experience & Sales

Verizon Wireless
01.2013 - 01.2018
  • Directed a 15+ member team, achieving a 97% Net Promoter Score (NPS) over 12 months.
  • Improved sales conversion rates by 22% through coaching and performance plans.
  • Trained team members in upselling strategies, customer engagement, and service excellence.

Education

Master of Science - Business Administration (Risk Management)

Alabama A&M University
Huntsville, AL
06.2017

Bachelor of Science - Information Security

Ashford University
Chandler, AZ
06.2015

Skills

  • Leadership & Team Development: High-Performing Team Leadership Performance Coaching Strategic Team Development Cultural Competence Change Management
  • Customer Success Strategy: Net Revenue Retention (NRR) Customer Lifetime Value (CLV) Account Expansion Strategy Upsell & Cross-Sell Enablement Churn Reduction Customer Health Scoring Voice of the Customer (VoC)
  • Operations & Analytics: Customer Journey Mapping Lifecycle Touchpoint Optimization Process Automation Forecast Accuracy Improvement Customer Segmentation
  • Technology Proficiency: Gainsight Administration Salesforce Optimization SQL Data Queries Data Visualization (Tableau, Looker) Zendesk Workflow Automation

Certification

  • Certified Fraud Examiner (CFE)
  • Certified Trust and Safety Professional (CTSP)
  • Certified Information Privacy Professional (CIPP/US)
  • Certified Customer Success Manager (CCSM – Level 2) – SuccessHACKER
  • Gainsight Customer Success Manager Certification
  • Google Data Analytics Professional Certificate
  • Tableau Desktop Specialist
  • Looker Business Analyst Certification
  • Certified Associate in Project Management (CAPM) – PMI
  • Prosci Change Management Certification

Timeline

Manager, Customer Success & Trust Operations

Evolve Vacation Rental Network
01.2021 - Current

Senior Customer Success Advisor – Trust & Safety

Airbnb, Inc.
01.2018 - 01.2021

Solutions Team Lead – Customer Experience & Sales

Verizon Wireless
01.2013 - 01.2018

Master of Science - Business Administration (Risk Management)

Alabama A&M University

Bachelor of Science - Information Security

Ashford University

Similar Profiles

CREATE PROFILE
Kourtney Collins