Paige Koehler

Passionate CSM with 6 years of experience. Obsessed with finding creative ways to build customer programs that empower customers to highlight their work, connect them with other industry leaders, and spark inspiration through collaboration. 

UserTesting, Remote 1/2022 – Present

Enterprise Customer Success Manager

UserTesting is a video-first SAAS platform that allows companies to collect feedback from customers on digital experiences.

• Dedicated CSM developing and executing account strategy for largest Enterprise Account ($11m ARR) to ensure customer retention and growth
• Spearheaded “Oil Change” initiative to identify high risk accounts and execute customized enablement programs resulting in 20% increase in usage per targeted account within first 3 months of launching
• Conducted QBRs for highest value accounts while tracking KPIs leading to identified upsell opportunities worth $320k annually from additional services offered in meetings
• Partnered with the Education team to create content, source customer speakers, and execute largest customer event, generating $1.5 million in growth revenue sourced by event

Houst, San Diego, CA 10/2018 – 2/2021

Client Success Executive

Houst is an international Airbnb management company.

• Launched a new office for a global tech startup, directing Client Success initiatives that drove client satisfaction and contributed to achieving an 80% retention rate through tailored onboarding processes and localized marketing efforts.
• Doubled lead generation within 3-month period through presentations with self-designed pitch decks at local co-working offices. 
• Spearheaded 2-month email marketing campaign producing 13% referral rate from clients.
• Promoted within first year to lead all U.S-based operations; received company-wide recognition for earning highest net promoter scores (NPS) in North America.

B.A. Public Administration, 2016 | San Diego State University

Special focus in Nonprofit Management and Organizational Behavior