Kathleen Mc Grade

Katie McGrade I specialize in customer success and account management, managing large portfolios and driving measurable outcomes in highgrowth environments. With expertise in client retention, revenue growth, and cross-functional collaboration, I excel at aligning customer needs with strategic initiatives to exceed business goals. My proactive, adaptable approach builds trust, fosters meaningful connections, and delivers tailored solutions that drive value and profitability. In addition to direct sales experience, I hold a Product Marketing Certification from Cornell University and a Mini MBA from the University of St. Thomas, complementing my hands-on expertise with strategic insight. I’m passionate about empowering clients and driving impactful, revenue-generating results. Freelance Content Strategist | Self-Employed | 11/2022 – Present • Partner with product, design, and development teams to craft user-centric content supporting product launches and website optimizations. • Align content marketing with demand-generation strategies, driving lead acquisition and conversion rates. • Analyze content performance metrics to optimize engagement, traffic, and ROI-driven decision-making. • Develop high-impact visual assets, enhancing brand storytelling and customer engagement. Director of Customer Success | Eagle Point Software | 04/2022 – 10/2022 • Designed and implemented client onboarding frameworks, accelerating time-to-value and improving retention. • Led contract negotiations, maximizing company revenue while ensuring customer satisfaction. • Developed strategic customer engagement programs, boosting product adoption and client advocacy. • Enhanced operational efficiency by refining internal workflows and customer lifecycle management processes. • Optimized internal training program to enhance CS team’s skill proficiency. Director of Customer Success & Support | Design Center | 10/2020 – 04/2022 • Spearheaded customer lifecycle strategies, leveraging CRM tools for data-driven decision-making. • Delivered exceptional support as a key contact for customers, resolving inquiries and technical issues, while contributing to team success by maintaining high satisfaction levels and efficient processes. • Collaborated with sales and marketing teams to create seamless onboarding and engagement programs. • Identified churn risks and developed proactive retention strategies, securing long-term revenue. • Managed budgets and resource allocation, optimizing profitability and operational output. Sales Operations Manager / Enablement Specialist | Design Center | 12/2019 – 10/2020 • Optimized sales pipeline visibility, refining CRM processes to enhance forecasting accuracy. • Developed statements of work (SOWs), ensuring accurate scope alignment and client approvals. • Led end-to-end execution of digital transformation projects, including website launches and enterprise software deployments. • Served as primary client liaison, aligning business objectives with strategic sales initiatives. Page 1 Key Account Manager / Team Lead | Scrimmage | 03/2018 – 09/2019 • Cultivated and expanded strategic enterprise accounts, driving sustained revenue growth. • Consulted on software adoption strategies, increasing product usage and engagement. • Delivered executive-level QBRs, analyzing performance insights and revenue impact. • Resolved high-priority escalations with data-backed remediation strategies. Implementation Manager | Scrimmage | 06/2016 – 03/2018 • Led enterprise-scale implementations for Fortune 500 pharmaceutical clients, ensuring seamless product adoption. • Optimized software configurations, reducing onboarding time and support dependencies. • Managed project budgets, timelines, and resources, ensuring on-time, within-scope delivery. • Coordinated cross-functional teams to meet service-level agreements (SLAs). Highlights • Accelerated onboarding by 20%, achieving a 98% client satisfaction rate. • Increased upsell revenue by 30%, leveraging strategic cross-sell and account expansion initiatives. • Partnered with technical, sales, and customer support teams to enhance service delivery and retention. • Expanded and renewed enterprise contracts, securing recurring revenue streams. • Identified process inefficiencies, driving operational improvements and customer experience enhancements. • Strengthened client health scores through proactive engagement, risk mitigation, and performance reviews. • Led customer advocacy programs, increasing brand credibility and referral-based growth. Education B.A. , June 2010 — May 2015 Metropolitan State University, Saint Paul Product Marketing & Management, January 2023 — January 2024 Cornell University, New York Mini MBA, June 2018 — June 2018 University of Saint Thomas, Minneapolis Page 2