Matt Kaminski — Enterprise SaaS Revenue Leader

THE WORK, VISUALIZED

Three portfolios. One operating rhythm.

The same CS-as-revenue playbook applied at Kastle (turnaround), Decision Resources (three-year run), and Mobideo (expansion motion).

KASTLE · CSAT TURNAROUND

DECISION RESOURCES · 3-YEAR HOLD

MOBIDEO · MULTI-YEAR EXPANSION

KASTLE · 2021-2023

CSAT 71% → 92% in 12 months. $20M+ ARR book protected through the highest-risk year.

DECISION RESOURCES · 2023-2026

94%+ retention and 25+ NPS three years straight while growing closed-won deals 60%.

MOBIDEO · 2019-2021

100% multi-year expansion. $5M / 5-year extension. $1.2M / 3-year renewal.

ABOUT

The problem I solve, and how I got here.

For 15+ years, every role I have held has sat at the intersection of Customer Success, Sales, and Growth. The titles said Success. The comp plans said revenue. Somewhere along the way, the two stopped being different jobs for me.

At Decision Resources, I owned a 308-account portfolio, delivered $51M+ TCV and $11M+ ACV over three years, exceeded targets every year, and grew closed-won deal volume 60% while holding 94%+ retention and a 25+ NPS. The growth did not come at the cost of the base. It came from treating both as the same conversation.

Before that, I rebuilt an underperforming $20M+ ARR book at Kastle Systems. Walked in at 71% CSAT. Twelve months later: 92%. Same 24-person team. Different operating rhythm. Executive business reviews scored on adoption signals. Weekly pipeline discipline on renewal risk. Direct ownership of highest-risk accounts.

That is the motion I want to bring to the next SaaS company ready to treat Customer Success as the highest-margin growth engine they have. MBA Western Governors. MEDDPICC certified.

Matt Kaminski

MBA · THE WOODLANDS, TX

CASE STUDIES

Three portfolios where retention held the line.

DECISION RESOURCES · 2023-2026

Director of Client Success

$51M+

TCV DRIVEN · 3 YEARS

THE 308-ACCOUNT RUN

Exceeded revenue targets three years straight while holding the base.

Owned enterprise revenue strategy across a 308-account ERP/SaaS portfolio. Embedded MEDDPICC and Sandler into account planning. Grew closed-won deal volume 60% (148 deals in 2025) while delivering $11M+ ACV and 94%+ retention in every year. Built the Infor co-sell motion that produced multiple Partner of the Year awards.

+$2.1M

TCV OVER QUOTA '23

+$5M

TCV OVER QUOTA '24

148

DEALS CLOSED '25

KASTLE SYSTEMS · 2021-2023

Senior Director, Customer Success

71 → 92%

CSAT / 12 MONTHS

THE TURNAROUND

Rebuilt a $20M+ ARR book by running CS like revenue.

Walked into a 24-person org with 260+ accounts and a 71% CSAT. Installed weekly pipeline reviews for renewal risk. Executive business reviews scored on adoption signals, not surveys. Direct manager ownership of the top-decile ARR accounts. 12 months later, CSAT hit 92% and the full book held through its highest-risk year.

$20M+

ARR PROTECTED

24+

PERSON TEAM

MANAGERS COACHED

MOBIDEO · 2019-2021

Senior Customer Success Manager

100%

MULTI-YEAR EXPANSION

THE EXPANSION MOTION

Delivered durable multi-year commitments across every key account.

Led enterprise CS for industrial SaaS serving oil & gas, power, and manufacturing. 100% of key accounts converted to multi-year post implementation. Closed a $5M / 5-year extension and a $1.2M / 3-year renewal by pairing adoption plans with measurable value realization. Led 14+ cross-functional resources through global implementations.

$5M

5-YEAR EXTENSION

$1.2M

3-YEAR RENEWAL

14+

CROSS-FUNCTIONAL

THE CS-AS-REVENUE OPERATING MODEL

Four moves that turn a support function into a growth engine.

Built in the field across Kastle, Decision Resources, Mobideo, and Theatro. Applied in order. No optional steps.

REPLACE THE DASHBOARD

Score CS on the numbers sales teams report on.

Most CS orgs open their week with ticket counts and CSAT trends. That is a support operating rhythm. Replace it with pipeline health, renewal risk, expansion opportunity, and forecast accuracy. The moment CS managers show up to leadership conversations with the same metrics as the CRO, the identity of the function shifts.

WHAT TO INSTALL

Weekly pipeline review. Renewal forecast with confidence scoring. Expansion opportunity register. Risk board with executive ownership.

WHAT TO KILL

CSAT-only scorecards. Ticket-volume dashboards. Monthly business reviews that recap the past instead of forecasting the future.

EMBED DEAL METHODOLOGY

MEDDPICC the renewal like you MEDDPICC the deal.

Sales teams qualify opportunities with MEDDPICC, BANT, or Sandler because the stakes are high and the outcome is binary. Renewals have the same stakes and the same binary outcome. Put the same discipline on them. Who is the economic buyer of the renewal. What is the decision criteria. What competition exists internally. What does pain look like for the champion on the other side.

WHAT CHANGES

Renewals stop being operational reminders. They become qualified opportunities with owned forecast.

LEADING INDICATOR

Forecast accuracy on the renewal book goes from a wide range to a tight one inside two quarters.

TIER THE ENGAGEMENT MODEL

White-glove where the dollars are. Automation everywhere else.

Treating every account the same is how CS teams go broke on service delivery. Build three tiers: top-decile ARR gets executive-sponsored white-glove; mid-market gets scaled digital engagement with human escalation; long-tail gets AI-assisted self-service with health-triggered human touch. The model has to follow the revenue, not the headcount.

TIER 1 · ENTERPRISE

Named CSM + exec sponsor. Quarterly EBR. Success plan tied to business outcomes.

TIER 3 · LONG-TAIL

AI-assisted onboarding. Health-score triggered outreach. Community-led support.

OWN THE NUMBER

Put a revenue target on the VP of Customer Success.

The loudest signal a company can send about whether CS is a growth function is the comp plan. If the VP of CS is measured on CSAT and tenure, the org will deliver CSAT and tenure. If the VP is measured on NRR, expansion ACV, and renewal forecast accuracy, the org will deliver those. The metric drives the behavior. Change the metric.

RIGHT INCENTIVES

NRR target. Gross retention floor. Expansion ACV quota. Forecast accuracy band.

WRONG INCENTIVES

CSAT target alone. Team tenure. Ticket resolution time. Number of EBRs delivered.

CAREER

15+ years of enterprise SaaS revenue leadership.

2023 — JAN 2026

Director of Client Success

DECISION RESOURCES, INC. · HEALTHCARE & DISTRIBUTION ERP/SAAS

Owned enterprise revenue across a 308-account portfolio. Delivered $51M+ TCV and $11M+ ACV over three years. 94%+ retention, 25+ NPS every year. Grew closed-won deal volume 60% by embedding MEDDPICC and Sandler into account planning. Built the Infor co-sell motion that produced multiple Partner of the Year awards.

$51M+ TCV

$11M+ ACV

94%+ RETENTION

2021 — 2023

Senior Director, Customer Success — Enterprise

KASTLE SYSTEMS · MANAGED SECURITY SAAS

Led a 24+ person customer-facing revenue team (11 managers) covering 260+ enterprise accounts and $20M+ ARR. Lifted CSAT from 71% to 92% in 12 months. Protected the full book through its highest-risk year.

$20M+ ARR

24+ TEAM

CSAT 71→92%

2021

Customer Success Advocate · Inaugural CS Hire

THEATRO · CONNECTED FRONTLINE WORKER SAAS

First CS hire. Preserved a $1.1M ACV enterprise relationship and generated $200K expansion in six months. Built the Service Blueprint used as the foundation for all subsequent CS hires.

$1.1M PRESERVED

$200K EXPANSION

2019 — 2021

Senior Customer Success Manager

MOBIDEO TECHNOLOGIES · INDUSTRIAL SAAS (O&G, POWER, MFG)

Delivered 100% multi-year expansion post initial implementation. Closed a $5M / 5-year extension and a $1.2M / 3-year renewal. Led 14+ cross-functional resources through complex global implementations.

100% EXPANSION

$5M EXTENSION

2011 — 2019

Director of CS · CSM · Sr. Implementation Consultant

ASSIMA, INC. · ENTERPRISE LEARNING & ADOPTION SAAS

Progressive 8+ year promotion path from Consultant to Director of Customer Success. Owned maintenance and support revenue for all 68 North American enterprise accounts, representing $16M ARR. North American Consultant of the Year (2013). Customer Success Award (2017).

$16M ARR

68 ACCOUNTS

Revenue is the real
retention strategy.

Retention is not the outcome.
Retention is the signal.

Three portfolios. One operating rhythm.

The problem I solve, and how I got here.

Three portfolios where retention held the line.

Exceeded revenue targets three years straight while holding the base.

Rebuilt a $20M+ ARR book by running CS like revenue.

Delivered durable multi-year commitments across every key account.

Four moves that turn a support function into a growth engine.

Score CS on the numbers sales teams report on.

MEDDPICC the renewal like you MEDDPICC the deal.

White-glove where the dollars are. Automation everywhere else.

Put a revenue target on the VP of Customer Success.

15+ years of enterprise SaaS revenue leadership.

Education & certifications.

Ready to treat CS as the growth engine it should be?

Revenue is the real retention strategy.

Retention is not the outcome.Retention is the signal.

Three portfolios. One operating rhythm.

The problem I solve, and how I got here.

Three portfolios where retention held the line.

Exceeded revenue targets three years straight while holding the base.

Rebuilt a $20M+ ARR book by running CS like revenue.

Delivered durable multi-year commitments across every key account.

Four moves that turn a support function into a growth engine.

Score CS on the numbers sales teams report on.

MEDDPICC the renewal like you MEDDPICC the deal.

White-glove where the dollars are. Automation everywhere else.

Put a revenue target on the VP of Customer Success.

15+ years of enterprise SaaS revenue leadership.

Education & certifications.

Ready to treat CS as the growth engine it should be?

Revenue is the real
retention strategy.

Retention is not the outcome.
Retention is the signal.