About Us

 Founder and Lead Advisor

Mark brings an executive perspective drawn from over thirty years in the enterprise software and business transformation space while with SAP and Accenture. He has led multi-billion-dollar businesses and large global teams. Often described as a person with the unique ability to both craft strategy and operate the day-to-day, he enjoys staying engaged across the lifecycle of his customer relationships to ensure success. 

Building and leading Customer Success teams has been Mark’s focus of the past 12 years, leveraging a foundation of experience in sales, consulting, account management, marketing, and service delivery.  Mark has built Customer Success programs and led global and regional teams for solutions covering human resource, procurement, contingent labor, customer experience, supply chain, and ERP solutions.  His experience spans engagement models ranging from high-touch to scalable digital models. 

Mark holds an MBA from Duke University’s Fuqua School of Business and a Bachelor of Science in Engineering from The University of Pennsylvania. While at Penn, he played football as part of 2 Ivy League championship teams. 

 Senior Advisor

For over 25 years, Kim has been at the forefront of Customer Success, building, managing, and leading high-performing Customer Success teams across organizations of all sizes. She was one of the industry’s first Customer Success leaders and helped develop many of the best practices used today. Kim is known for her pragmatic approach, focusing on initiatives that deliver tangible results in realistic time frames. Additionally, she is passionate about properly aligning reporting relationships, incentives, and organizational structures to ensure teams succeed. 

Before her work in Customer Success, Kim was a management consultant at A.T. Kearney, where she learned to navigate complex organizational challenges to successfully implement new strategies and initiatives. She started her career as a CPA and leverages that financial expertise to ensure investments in Customer Success are tied to measurable results.  

Kim holds an MBA from Duke University’s Fuqua School of Business and a Bachelor of Science in Accounting from the University of Virginia. While at UVa, Kim was a Division 1 Scholarship athlete, competing in cross country, indoor track, and outdoor track.