Katrina Church
San Diego
Summary
Dynamic and results-driven Director of Customer Success and Sales with 15 years of leadership experience driving customer retention, revenue growth, and team development. Skilled at designing and implementing strategic customer support programs, holding teams accountable to KPIs, and fostering career growth through innovative pathing initiatives. Proven ability to engage and communicate effectively with stakeholders across SMB and enterprise segments, navigating complex renewal conversations to secure lasting partnerships. A people-first leader known for collaboration, empathy, and solution-oriented innovation.
Overview
17
17
years of professional experience
Work History
Director, Customer Success and Sales
TSIA
01.2020 - 06.2025
- Held team members accountable to key performance indicators (KPI) including adoption, renewal, and cross-sell metrics, while actively investing in their career growth and professional development
- Designed and implemented multiple career pathing programs to support both new hire onboarding and long-term career progression, improving employee engagement and internal mobility
- Built and scaled digital customer support strategies, including success planning, strategic touch points, and renewal support processes to drive retention and customer satisfaction
- Demonstrated ability to efficiently meet and exceed performance targets across both SMB and enterprise customer segments
- Highly skilled in navigating renewal conversations, effectively communicating with stakeholders at all organizational levels to secure contract renewals
- Effectively managed $7-10 million in Annual Recurring Revenue (ARR) and quota
- Proficient with Gong, customer health score development, customer journey mapping, service offer management, career coaching, and hiring
Student Services Manager
Ashford University
04.2008 - 12.2019
- Supervised teams of 18+ college counselors advising students on degree progress, career goals, financial requirements, and academic success
- Experienced in recruiting and hiring staff in alignment with budget constraints to optimize team size and resources
- Consistently met weekly and monthly performance goals and objectives to drive student success and departmental effectiveness
- Established and maintained relationships with personnel on military installations, effectively communicating with service members about voluntary education and veterans’ transitional support services
- Coordinated with cross-functional departments to efficiently resolve escalated student concerns and enhance the overall student experience
- Managed inventory, retail setup, and staff coordination for large-scale graduation events serving 1,300+ attendees
- Founded and led the 'Finish Strong' appreciation committee, organizing events and professional development resources for 60+ employees to support career transitions during site closure
- Created and implemented multiple advising models and retention support services, positively impacting over 5,000 students and improving overall student success rates
Education
Master of Arts - Organizational Management (Human Resources Concentration)
The University of Arizona Global Campus
01.2011
Bachelor of Arts - Sociology of Law
University of California, Davis
01.2006
Skills
- Technical:
- Salesforce
- Gainsight
- Tableau
- Microsoft Excel
- Gong
- Customer health score development
- Customer journey mapping
- Service offer management
- Leadership & People Management:
- Career coaching
- Hiring
- Strong communication
- Collaborative team player
- Solutions-focused
- People-first leader
- Relationship building
- Strategic planning
- Change management
Timeline
Director, Customer Success and Sales
TSIA
01.2020 - 06.2025
Student Services Manager
Ashford University
04.2008 - 12.2019
Bachelor of Arts - Sociology of Law
University of California, Davis
Master of Arts - Organizational Management (Human Resources Concentration)
The University of Arizona Global Campus
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