Open to Customer Success & Engagement roles
Clinton Kosh · Customer Success · Builder
Turning customer signals into momentum.
I work across the customer relationship and the operating system behind it. Customer-facing enough to own executive conversations, adoption, risk, renewals, and escalations. Technical and operational enough to coordinate Support, Product, Engineering, Sales, and the workflows that keep problems from becoming customer-visible fires.
Customer Success · Technical Operations · AI Builder
20–40rotating Check Point / Avanan customer book
~$3Mmanaged account value
40% → 99%portfolio visibility improvement
24x7enterprise support background at IBM
What I am strongest at
Customer
Own the relationship from onboarding through renewal.Success plans, QBRs/EBRs, executive alignment, adoption, health, risk, renewal readiness, value communication, and needs-based expansion.
Technical
Stay close enough to the issue to lead the response credibly.Email security, SSO, DLP, SaaS, cloud, L3 support, technical triage, incident coordination, and cross-functional war rooms.
Operations
Make customer work visible, repeatable, and easier to run.Playbooks, segmentation, CRM hygiene, reporting, capacity, handoffs, escalation paths, renewal workflows, documentation, and automation.
Builder
Build the missing workflow instead of only describing it.Dashboards, lightweight tools, AI-assisted workflows, prototypes, and practical automation with clear human ownership.
Check Point / Avanan: the clearest example of the full range
I managed a named Customer Success book while also operating across a much larger shared HEC customer motion.
Named book
20–40 accounts, from sub-$50K customers to multi-million-dollar strategic relationships, totaling about $3M.Owned recurring cadence, success plans, usage and health reviews, QBRs/EBRs, technical risk, escalations, renewal readiness, and stakeholder alignment.
Shared coverage
Primary front-line triage for broader HEC customer and Sales demand.Handled email security, SSO, DLP configuration, portal issues, onboarding readiness, technical questions, licensing clarification, escalation routing, and customers without dedicated CSM coverage.
Scale
Built structure around a customer population growing faster than a named-book model alone could support.Improved usable portfolio visibility from roughly 40% to 99%, supported 99% dedicated CSM coverage for enterprise customers over $50K, and maintained a two-week new-account outreach SLA.
The work customers often never see
A quiet account is not always an inactive account. It can be the result of risk caught early, a technical issue routed before escalation, a stakeholder concern handled before executive impact, or a recurring failure converted into a playbook before the next customer encounters it.
Weak signals
Support demand, usage movement, stakeholder participation, response cadence, missed commitments, recurring friction.Those changes can surface risk earlier than a renewal date or a static health score.
Escalations
One customer narrative, clear internal owners, controlled communication.Separate immediate recovery from root-cause prevention, keep specialists focused on the fix, and keep the customer informed without conflicting messages.
Selected results by company
Check Point / Avanan
40% → 99% portfolio visibility · 30% team-efficiency improvement · 99% dedicated CSM coverage for enterprise >$50K.Scaled Customer Success operations while handling high-volume customer and field demand.
Dedrone
+20% renewals · +25% engagement · onboarding standardized to about one month.Also supported stakeholder buy-in around an approximately $3M AWS-hosted solution.
Cofense
25% faster critical-issue resolution · 40% ticket reduction through documentation · 30% ticket deflection through knowledge sharing · ~90% CSAT.Led customer-facing technical operations and L3 support across email-security products.
Texas A&M
35% faster issue resolution · 15% annual cost reduction · 99.5% uptime during peak periods.Directed IT services, support, infrastructure, deployment, networking, and disaster recovery.
IBM
99.9% uptime · 95%+ customer satisfaction · top 10% of 85 Austin engineers.24x7 Lotus Notes / Domino enterprise support for global clients.
Manager-backed signal
Performance review: Customer Success process definition and implementation were described as impressive while balancing an extremely large volume of customer and field requests; overall contribution was rated above expectations. A later review credited operational efficiency, customer satisfaction, and timely handling of the shared customer-inquiry motion.
Background
Education
BBA · Mays Business School · Texas A&M UniversityManagement Information Systems / Information & Operations Management.
Credentials
ServiceNow · Anthropic · ChurnZero · HubSpot · Lean Six Sigma · Power BI in progressCurrent professional development across IT leadership, Customer Success, AI workflows, CRM, and analytics.
Systems
Salesforce · Custify · Jira · AWS · Azure · Confluence · Zendesk · Supabase · React · TypeScriptUsed across Customer Success, support, technical operations, cloud systems, reporting, and product/workflow building.