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This is how my customers will feel about your product.

Want to hear from past customers? For inspiration?

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CEO, Sent Ventures

-Nicholas Madden

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CTO, Appfluence

Pablo Diaz Gutierrez

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CEO, SafebeatRX

Kunj Patel

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CEO, Lief Therapeutics

Rohan Dixit

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Founder, Samay Health

Maria Artunduaga, MD

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Founder, Avela

Greg Bybee

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CEO, Turing

Jonathan Siddharth

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Founder, Stealth

George Gregory

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Partner, Newfund

Henri Deshays

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Founder, PlusPlus

Marko Gargenta

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CEO, Urban Mobility Tech Co.

Krisada Kritayakirana

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CEO, Anifie

Yohei Iwasaki

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CEO, Riff

Kara Katz

Collapsible text is perfect for longer content like paragraphs and descriptions. It's a great way to give people more information while keeping your layout clean. Link your text to anything, including an external website or a different page. You can set your text box to expand and collapse when people click, so they can read more or less info.

CEO, Imprimed

Sungwon Lim

Core Competencies

SaaS Lifecycle Management • Retention & Renewals • Onboarding & Enablement • GRR/NRR Growth • Voice of Customer (VoC) • Process

Improvement • Cross-Functional Collaboration • Executive Business Reviews (QBR/WBR) • Customer Health Scoring

Technical Skills

Gainsight • ChurnZero • Totango • Catalyst • Planhat • Salesforce • HubSpot • Intercom • Zendesk • Slack • Zoom • Excel • Google Sheets • Looker

• Tableau • KPI Dashboards • Notion • Confluence • Loom • Canva • Airtable • Figma

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Customer Operations Lead | 05/2024 – 01/2025 (RIF)

  • Partnered with OpenAI product and research teams, enhancing data delivery and quality of 95% of the training data used to build Sora.

  • Designed and launched a quality assurance dashboard from historical and new task data, giving account leadership unprecedented visibility.

  • Delivered data-driven insights during WBRs and QBRs, influencing client data needs and delivery team priorities.

  • Implemented systems that improved training participation, learning outcomes, and efficiency, while keeping L&D within required limits.

  • Coached team leads and staff to improve communication, consistency, and stakeholder-facing performance.

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Customer Success & Experience Consultant | 10/2022 – 05/2024

  • Designed customer journey frameworks to align internal teams around retention and engagement goals.

  • Created self-service knowledge bases that reduced support volume and improved satisfaction.

  • Built in-app onboarding checklists that guided new users through setup and improved adoption.

  • Managed speaker logistics for a virtual healthcare summit, ensuring smooth execution and high contributor satisfaction.

  • Leveraged writing experience to create founder pitch decks that effectively conveyed value proposition and investment opportunities.

  • Managed outbound prospecting for trauma publication.

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Head of Experience Design | 04/2021 – 10/2022

  • Led experience design and marketing programs supporting 2,000+ founders through onboarding, retention, and engagement initiatives.

  • Developed and launched an 11-week onboarding program guided by Voice of Customer data to improve virtual founder outcomes.

  • Introduced a V oC feedback loop with 87% participation, informing program improvements and boosting satisfaction.

  • Reintroduced in-person programming post-pandemic, rebuilding community engagement and stakeholder trust.

  • Hosted innovation visit from Kazakh dignitaries, opening the way to a multimillion-dollar collaboration with Nazarbayev University.

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Sr. Community Manager | 09/2020 – 04/2021

  • ​Built and scaled automated onboarding and communication systems that improved customer engagement and retention.

  • Authored an account management playbook that became the internal standard for best practices.

  • Collaborated with Product and Engineering teams to translate feedback into platform updates.

  • Owned creation and delivery of StartX newsletter, community’s top promotion vehicle, gaining 30% open rate in the first three months.

  • Managed logistics and day-of success of 30+ events per year, from small founder coffee hours to Stanford Campus Demo Days (1000+ attendees).

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Founder Enablement & Communications Lead | 01/2019 – 09/2020

  • Launched “StartX 101,” a webinar-based onboarding flow that improved adoption and reduced manual workload.

  • Built a Founder Success Dashboard, visualizing engagement and retention data for leadership.

  • Maintained +88 NPS during sensitive customer communications through empathetic and clear messaging.

  • Exceeded growth OKRs through email campaigns and testimonial outreach.

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Sr. Customer Success Manager | 05/2018 – 12/2018

  • Managed 75+ SaaS accounts, overseeing renewals, expansions, and satisfaction.

  • Secured the largest renewal in company history (13× expansion, $50K ARR) by aligning product outcomes to executive goals.

  • Produced customer education materials (webinars, tutorials, whitepapers) to accelerate onboarding and adoption.

  • Partnered with Product to integrate Voice of Customer feedback into roadmap priorities.

  • Trained new CSM and Sales hires in relationship management best practices.

  • Built channel partnerships with thought leaders in the IT space.

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Customer Success Manager | 06/ 2017 – 05/2018

  • Contributed to company-wide GRR improvement from 60→80% and NRR from 95→110%.

  • Led onboarding webinars and product demos that boosted activation and improved trial-to-paid conversion.

  • Created an IT-sector adoption playbook for tailored implementation and stronger renewals.

  • Used analytics to identify risk signals and coordinate proactive retention efforts.

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