Ky Powell
Ladera Ranch
Summary
Results-driven Customer Success Operations Leader with 10 years of experience enhancing technology operations and digital engagement for high-growth SaaS companies. Specialized in implementing and optimizing Gainsight, leveraging workflow automation and data-driven strategies to improve customer outcomes and retention. Focused on driving efficiency and elevating customer experience through innovative solutions.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Principal CS Operations Manager
6sense
2024.03 - Current
- Lead administration and optimization of Gainsight to support global Customer Success teams
- Partner with CS leadership and executives to optimize strategy, operations and drive measurable growth
- Lead cross-functional projects to align Customer Success technology roadmap with corporate strategy
- Champion AI and digital-first initiatives, piloting conversational AI, and automated outreach to improve CX at scale
Owner | Technical & Strategic Consultant
PureMethod Consulting
2021.01 - Current
- Founder & Principal Consultant providing strategic and technical consulting services
- Partner with B2B and B2B organizations to optimize customer success operations and drive measurable growth
- Deliver end-to-end Gainsight implementation services including configuration, integrations and process design
- Advise executives and customer success leaders on data-driven strategies to increase retention, expansion and value
Tech Services Lead
GROWTH MOLECULES
2022.07 - 2025.01
- Develop a best-in-class framework for delivering successful CSP implementations
- Led technical consultant on Gainsight implementation and re-optimization projects for Clients
- Collaborate directly with Gainsight professional services and key stakeholders to align on best practices and strategy
Gainsight Administrator | Operations Manager
DELTEK
2019.09 - 2024.03
- Led administrator of both Gainsight CS and PX products.
- Managed the administration, maintenance and support of Gainsight for over 200 end users
- Implemented new products and business processes onto Gainsight, post acquisitions.
- Drove business process efficiency and workflow automation for 13 products
Gainsight Technical Consultant
GITLAB
2020.12 - 2023.12
- Triage issues and enhancement requests using an agile methodology
- Provide consultancy on best practices, strategy and product roadmap prioritization
Gainsight Technical Consultant | Operations Head
MEDTRONIC
2021.11 - 2023.06
- Operations Lead to develop first Customer Success division at Medtronic
- Implemented an out-of-the-box solution to support an atypical business use case using Gainsight
Gainsight Technical Consultant
ZUORA
2021.01 - 2023.01
- Managed the implementation and launch of Gainsight
- Collaborated with key stakeholders to align on business outcomes
- Provided support and technical training to Zuora's junior admin
Gainsight Technology Consultant
VALUIZE CONSULTING
2018.12 - 2021.07
- Manage the implementation and maintenance of Gainsight for new customers
- Re-implement and optimize Gainsight for existing customers
Gainsight Administrative Consultant
ENTELO
2019.05 - 2021.06
- Managed the implementation, administration and maintenance of Gainsight
- Implemented workflow automation to drive efficiency for CSM's and Account Managers
- Translated business objectives into actionable insights
- Analyzed current processes and developed plans for optimization and improvements
Gainsight Program Manager
SNOWFLAKE
2019.01 - 2019.12
- Implemented and launched Gainsight for the Customer Success organization in 6 weeks
- Analyzed current business processes and developed plans for optimization and improvements
- Developed the implementation plan and training framework for all end-users
Operations Manager
CLASSPASS
San Francisco
2015.05 - 2015.09
- Managed backend operations and infrastructure
- Launched a new service from an operational standpoint
- Drove initiatives to increase trainer acquisition
Operations Manager | Lead Technical Account Manager
CLASSPASS
San Francisco
2014.05 - 2015.05
- Scaled and led account management team to support 8 markets spanning 1000+ locations
- Managed API integrations for partners to streamline onboarding process
- Managed backend infrastructure ensuring data integrity and accuracy for customers and partners
- Provided tier two technical support for partners and personal trainers, resolving complex issues
Education
Bachelor of Science - Kinesiology
San Francisco State University
San Francisco, CAData Analytics Accelerated Program -
General Assembly
CASkills
- Customer success strategy and operations
- Customer lifecycle management
- Digital customer success
- Gainsight implementation
- Process optimization
- Workflow automation
- Voice of customer
- Strategic consulting
Certification
- Gainsight NXT Administrator Certification (Level 3), Gainsight
- Customer Success Operations Certified Professional, Gainsight
Timeline
Principal CS Operations Manager
6sense
2024.03 - Current
Tech Services Lead
GROWTH MOLECULES
2022.07 - 2025.01
Gainsight Technical Consultant | Operations Head
MEDTRONIC
2021.11 - 2023.06
Owner | Technical & Strategic Consultant
PureMethod Consulting
2021.01 - Current
Gainsight Technical Consultant
ZUORA
2021.01 - 2023.01
Gainsight Technical Consultant
GITLAB
2020.12 - 2023.12
Gainsight Administrator | Operations Manager
DELTEK
2019.09 - 2024.03
Gainsight Administrative Consultant
ENTELO
2019.05 - 2021.06
Gainsight Program Manager
SNOWFLAKE
2019.01 - 2019.12
Gainsight Technology Consultant
VALUIZE CONSULTING
2018.12 - 2021.07
Operations Manager
CLASSPASS
2015.05 - 2015.09
Operations Manager | Lead Technical Account Manager
CLASSPASS
2014.05 - 2015.05
Bachelor of Science - Kinesiology
San Francisco State University
Data Analytics Accelerated Program -
General Assembly