Kevin Bonilla

Customer Experience and Strategy Specialist with 5 years of SaaS experience building end-to-end customer success systems and leading cross-functional initiatives. I focus on understanding what customers need, turning that into clear processes, and building systems that scale. Strong background in working with Product and Engineering, using data to make decisions, and creating documentation that lets customers help themselves.

I'm good at spotting friction points and fixing them across the whole customer journey.

Senior Customer Success Associate at Moselle (2024-10 – Present)

Led strategic customer experience initiatives and cross functional projects to improve product adoption, reduce support burden, and scale customer success operations.

• Reduced active support tickets by 40% (through documentation expansion (15 to 40+ Gitbook pages), self-serve onboarding flows, and process consolidation.
• Implemented Pylon CRM tracking 15-30 customer tickets weekly across the team, improving coordination and enabling quick ticket closures.
• Led end-to-end integration and API standardization projects, creating comprehensive documentation and technical guidance that enabled customers to independently build and manage integrations.
• Validated 30+ workflow features (forecast, production plan, supply chain, order types, channel segmentation) from staging to production, providing detailed feedback that informed roadmap decisions.
• Designed and implemented centralized admin dashboard consolidating 10+ workflows (unified retool dashboards, integrated parse email functionality, channel segment sections) into a single interface, reducing customer friction and enabling faster triaging of data sync and integration issues.

Customer Success Associate at Moselle (2021-10 – 2024-10)

Served as the primary contact for customers, driving adoption, and retention while improving app efficiency and reducing support escalations.

• Managed relationships with 20+ high-value customers, ensuring successful adoption and retention through strategic onboarding, ongoing support, and product feedback.
• Led onboarding processes and implementation projects, including data migration, workflow configuration, AI forecasting setup, and product training – reducing implementation time from 7-8 weeks to 4 weeks through self-serve process design.
• Standardized onboarding and API configuration processes by creating playbooks and guides in Gitbook, reducing manual support requests and enabling the team to scale customer enablement.
• Built lifecycle email, and in-app messaging campaigns (Knock & Sendgrid) that increased trial-to-paid conversion and reduced churn risk by 20%
• Acted as primary contact for customer check-ins and training sessions, gathering qualitative feedback and translating customer pain points into product improvement proposals for engineering and product team

Supply Chain Coordinator at Good Neighbour (2019-04 – 2021-09)

Overseeing and managing inventory, maintenance and administration of a retail start-up and maintaining excellent relationships with vendors and suppliers to maximize efficiency and build new opportunities.

• Managed 70+ relationships and contracts with freight-forwarding companies, Canadian, American, and European vendors.
• Planned and expanded new back-stock and office areas to maximize stock space by 25%, and a work area to accommodate new staff and brand showcases.
• Coordinated purchase orders, contract negotiations, and deliveries while maintaining accurate inventory tracking and operations planning.

Inventory Manager at Peace Collective (2018-03 – 2019-03)

Oversee day-to-day operations at both start-up retail Ossington and Union locations, by monitoring inventory levels to maximize efficiency, demonstrating organizational planning of shipment and reception of products.

• Created, optimized and executed 6 new milkshake beverages for Peace Treats summer menu that were featured on McDonald's McCafé and Reebok customer experience events in-store.
• Standardized efficient cycle counts, planogram, and improved stock space for daily received merchandise at both locations.
• Strategized monthly influential marketing social media projects such as promos, product photoshoots, specialty milkshake releases, and contests for Peace Treats summer menu.

Post Graduate Certification in Global Business Management – Humber College (2018-04)

Bachelor of Arts Honors in Political Science Major – University of Guelph (2015-04)