Kim Chambers

Executive Account Manager and Customer Success leader with 20+ years of enterprise software experience driving strategic account growth, enterprise SaaS sales, customer retention, and recurring revenue performance across high-value customer portfolios. Manage a $17M+ ARR portfolio spanning 160+ enterprise accounts, maintaining 97%+ customer retention while exceeding 100% of annual quota each year. Experienced as a trusted advisor across the customer lifecycle, from sales to adoption through value realization, renewals, and expansion.

Use Salesforce CRM for account planning, customer insights, customer health, pipeline management, renewal forecasting, and opportunity management. Skilled at identifying root causes, improving business processes and workflows, and coordinating multiple strategic customer initiatives. Passionate about customer success and building trusted relationships that turn customers into long-term advocates.

Executive Account Manager - SirsiDynix

(2026-01)

Promoted to manage one of the company's largest strategic customer portfolios, with responsibility for the full customer lifecycle, renewals, retention, account expansion, executive relationships, and measurable customer value.

• Manage a $17M+ ARR portfolio spanning 160+ enterprise customers, maintaining 97%+ retention while exceeding 100% of annual quota through proactive customer engagement, renewal strategy, adoption, and account growth.
• Serve as a trusted advisor to executive stakeholders, using discovery and ongoing customer conversations to understand business priorities, operational challenges, technology needs, and opportunities to improve adoption, efficiency, and value from existing solutions.
• Own renewals for complex accounts, including contract updates, pricing discussions, multi-year negotiations, renewal forecasting, risk identification, and coordination with Finance, Legal, and executive leadership.
• Identify and advance upsell, cross-sell, and expansion opportunities by connecting customer goals and evolving business needs to relevant SaaS products, services, and strategic initiatives.
• Use Salesforce CRM to maintain comprehensive customer, renewal, pipeline, and opportunity data; document customer insights; forecast recurring revenue; and prioritize proactive engagement across the portfolio.
• Lead strategic customer reviews, executive presentations, and consultative discussions focused on measurable value, product adoption, best practices, customer priorities, business outcomes, risks, and opportunities for continued growth.
• Manage multiple strategic customer initiatives with Product, Professional Services, Support, Finance, Legal, and leadership teams to solve complex issues, improve business processes, advocate for customer needs, and deliver strong outcomes.

Account Manager - High Growth Portfolio - SirsiDynix

(2018-01 - 2025-12)

Selected to manage the company's high-growth strategic customer portfolio, with responsibility for long-term customer success, renewals, expansion, customer satisfaction, and recurring revenue performance.

• Developed and executed strategic customer plans that increased solution adoption, improved customer satisfaction, identified expansion opportunities, strengthened customer relationships, and supported long-term recurring revenue growth.
• Built long-term relationships through consultative discovery, regular communication, tailored recommendations, technical guidance, and consistent follow-through on customer priorities.
• Identified customer health concerns and renewal risks early, investigated root causes, coordinated internal resources, and developed resolution plans to protect customer value, satisfaction, and long-term relationships.
• Identified and advanced upsell, cross-sell, and add-on opportunities across existing accounts by aligning additional software and services with customer goals, workflows, and evolving operational needs.
• Led renewal and expansion negotiations involving pricing, multi-year terms, procurement requirements, budget constraints, executive approvals, and enterprise software agreements valued at $500K-$1M+.
• Maintained Salesforce customer, pipeline, renewal, and forecast data to support account prioritization, revenue visibility, customer insights, and consistent achievement of annual performance objectives.

Senior Sales Consultant - SirsiDynix

(2006-07 - 2017-12)

• Managed strategic customer relationships across multiple regions, identifying renewal, adoption, upsell, cross-sell, and account-growth opportunities aligned with customer needs and organizational priorities.
• Led discovery sessions, customer presentations, product demonstrations, and solution recommendations that helped customers improve business processes and workflows, increase solution value, and expand adoption.
• Maintained disciplined Salesforce customer and pipeline data and accurate forecasts while consistently achieving monthly, quarterly, and annual performance targets.
• Partnered with implementation, product, support, and services teams to support onboarding, resolve customer issues, share best practices, improve adoption, and strengthen the overall customer experience.

Sales Consultant - Dynix / SirsiDynix

(2003-06 - 2006-07)

• Developed and expanded enterprise customer relationships through consultative software sales, needs discovery, tailored demonstrations, proposals, pricing, and contract negotiation.
• Worked closely with customers and internal teams to align software capabilities with operational requirements and long-term organizational objectives.

Sales Representative - AssociationGate

(2002-06 - 2003-06)

• Sold enterprise membership-management software, building customer relationships through discovery, executive presentations, product demonstrations, proposal development, and contract negotiation.

Bachelor of Science - Business Management - Information Systems - Brigham Young University