Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Kevin Johnson

Boulder Creek

Summary

Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.

Overview

8
8
years of professional experience

Work History

Customer Success Manager

Pyxd Inc
06.2024 - Current
  • Managed 75+ SMB global/local accounts, maintaining 90%+ retention and improving NPS by 15 points through strategic outreach and proactive risk mitigation.
  • Increased platform usage by 30% and enhanced image output quality with client-focused creative consulting and prompt engineering.
  • Designed an onboarding program that cut time-to-value by 40%, enabling customers to generate high-quality results within days.
  • Built and scaled support ecosystem (live chat, email, knowledge base, video walkthroughs), reducing support tickets by 45% and increasing self-service.
  • Led product demos and onboarding sessions, driving a 50% trial-to-paid conversion rate. Proactively identified upsell opportunities that supported regional B2B SaaS growth, increasing account value and expanding product adoption across customer organizations.

Customer Experience & Content Strategy Manager

Outward Inc. (Williams-Sonoma Inc.)
07.2017 - 06.2024
  • Acted as a strategic liaison between client stakeholders and internal teams (creative, 3D, QA, engineering), supporting over 300+ product launches annually and maintaining a 98% on-time delivery rate, contributing directly to seasonal sales performance.
  • Championed client-centric workflows for data intake, production, and QA, increasing delivery efficiency and improving time-to-value by 15%, resulting in faster merchandising for e-commerce channels.
  • Streamlined communication pipelines and stakeholder reporting, boosting client satisfaction (CSAT) scores by 20% year over year, and reducing revision cycles by 30% through clearer alignment.
  • Facilitated agile standups and maintained detailed documentation and visual style guides, improving sprint velocity by 25% and decreasing cross-functional miscommunication incidents by 40%.
  • Oversaw staging and delivery of digital assets via FTP and AWS S3 for over 2,500 SKUs per quarter, reducing launch errors by 25% and shortening deployment time by 20%.
  • Led QA training and implemented structured Jira workflows, accelerating bug resolution by 35% and contributing to a 15% improvement in product accuracy and customer-facing asset quality.

Education

B.S. - Journalism And Mass Communication

San Jose State University
San Jose, CA
01.2014

Skills

  • Account management
  • Customer relationship building
  • Customer retention
  • Customer advocacy
  • CRM software (Zoho, Salesforce, HubSpot)
  • Key accounts development
  • Strategic communications
  • Stakeholder management
  • Training programs
  • Customer onboarding
  • G-Suite
  • Microsoft Office

Websites

Timeline

Customer Success Manager

Pyxd Inc
06.2024 - Current

Customer Experience & Content Strategy Manager

Outward Inc. (Williams-Sonoma Inc.)
07.2017 - 06.2024

B.S. - Journalism And Mass Communication

San Jose State University

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Kevin Johnson