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Work Background
Regional Lead, Customer Success EMEA
ROLLERRegional Lead, Customer Success EMEA
Jan. 2025Greater London, England, United Kingdom- Own commercial and account strategy for ROLLER’s most complex and high-risk enterprise accounts across EMEA. - Drive risk mitigation, value realisation, and long-term retention for strategic customers. - Deliver measurable expansion revenue
Customer Operations Enablement Manager
YOOBICCustomer Operations Enablement Manager
Apr. 2023 - Jan. 2024Paris, Île-de-France, FranceReporting to the CCO, it is my responsibility to enable growth of the Customer Teams (Implementation, Customer Success, and Customer Support) by providing them with knowledge, tools, and support needed to achieve business goals/KPIs, exceed customer expectations, and grow/develop in line with the company's long term objectives. Focuses: Communication OKR Development, Management, and Delivery Customer Journey & Engagement Model Process & Playbook Development Training & Onboarding Programs Resource Building Manager Training & Development Competency Training Learning & Development
Global Customer Operations Enablement & Communications Manager
YOOBICGlobal Customer Operations Enablement & Communications Manager
Apr. 2023 - Jan. 2025Paris, Île-de-France, FranceReported directly to the CCO, owning Customer Success enablement across Implementation, Customer Success, Account Management, and Support teams. - Designed YOOBIC’s 360° Approach to Customer Success framework, embedding business value, change management, organizational readiness, and user engagement across the customer lifecycle - Led adoption initiatives, publishing enablement resources and client-facing playbooks to accelerate onboarding and engagement - Built and rolled out the CS Foundations covering role clarity, competencies, customer journey mapping, health scoring, and risk management - Standardized and improved renewal and EBR frameworks, ensuring consistent executive engagement and measurable business value delivery - Drove leadership development, creating a culture of coaching and strategic growth for managers
Regional Manager, Customer Success EMEA
Procore TechnologiesRegional Manager, Customer Success EMEA
Jul. 2021 - Jan. 2023- Directed a team of CSMs across UKI, Germany, France, and MENA, exceeding KPIs with 115.9% Net Retention and 89.5% Gross Retention. - Developed customer journey maps and governance frameworks to scale consistent, high-impact engagement. Delivered exceptional retention, improving Net Retention from 108% to 131% across three quarters. - Created and delivered strategic project presentations to internal leadership and customers, enabling proactive retention and expansion strategies - Established churn-risk forecasting and segmentation strategies, improving predictability of renewal outcomes.
Regional Lead, Customer Success EMEA
Procore TechnologiesRegional Lead, Customer Success EMEA
Jan. 2021 - Jul. 2021
Implementation Manager + Customer Success Manager, EMEA
Procore TechnologiesImplementation Manager + Customer Success Manager, EMEA
Jan. 2020 - Dec. 2020London, England, United Kingdom
Manager, Customer Support
Procore TechnologiesManager, Customer Support
May. 2018 - Dec. 2019Austin, Texas Area- Led a high-performing support team achieving 80% First Contact Resolution and 95% CSAT. - Built scalable support processes, transforming the function from regional to global reach. - Mentored team leads, enabling internal promotion and career development.
Customer Support Representative
Procore TechnologiesCustomer Support Representative
Jun. 2017 - Apr. 2018Austin, Texas Area
Salesforce Administrator
Breast Cancer Resource Center (BCRC)Salesforce Administrator
Jun. 2016 - Jul. 2017Austin, Texas- Designed and managed Salesforce dashboards, workflows, and reporting. - Delivered insights to leadership and the board to support strategic fundraising and service delivery.
Sales Associate
Bolt FabricsSales Associate
Dec. 2014 - Jun. 2016Austin, Texas
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