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hello, I'm kate!

Wecome! I am a results-driven Customer Experience leader specializing in people management, innovation, and scalability. Throughout my career, I've consistently cultivated high-performing B2B SaaS teams that elevate Customer Success, reduce Time to First Value, and enhance Omnichannel Customer Support. My passion lies in driving excellence across the entire customer journey, ensuring impactful and sustainable results.

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kate neary detsch

B2B Customer Support &

Experience Strategist

SUPPORT LEADERSHIP EXPERIENCE

2022 ->

Senior Manager,

Technical Support Engineering

Global Support Services

SAMSARA

Senior manager responsible for the outcomes of a Tier 2 Technical Support Engineering team. Managed and developed employees, developed KPIs, and designed and developed initiatives focusing on objectives around customer satisfaction, organization efficiency, and employee engagement for this publicly traded SaaS-based connected operations firm. 

2020-2022 

Head of Support, North America

Customer Outcomes

HUDSON MX

Executive leader tasked to build Technical Support, Customer Success, and Onboarding teams prior to a planned North American go-live. Designed team structures, authored processes, recruited and onboarded team, built support ops, and developed communication strategies to ensure teams provided scalable customer service, excellent outcomes, and value-added interactions for this SaaS startup disrupting the Ad Tech arena.

2018-2020

Director of Customer Support

HOTEL EFFECTIVENESS SOLUTIONS

Senior leader tasked to develop and lead all customer experience functions, including Technical Support, Customer Success, and Onboarding. Executed strategic initiatives while ensuring my teams provided world-class customer service, excellent outcomes, and value-added interactions for this rapidly growing SaaS company servicing the hospitality industry.

2015-2018

Senior Manager,

Global Technical Services

EQUISYS, INC

Lead multiple support and services teams while emphasizing developing team processes, raising technical ability, and improving our customer service rating for this Dynamics 365 Business Central based international document management firm.

2013-2015

Supervisor,

Enterprise Technical Support

Health Information Management

MCKESSON

Team leader tasked with operational leadership in McKesson's Provider Technologies HIM/HIT organization. Managed escalations in addition to daily support activities for senior technical resources. Focused on continuous improvement toward exceeding expectations and providing exceptional customer support for this Fortune 10 healthcare services organization.

EDUCATION

2017-2019

Master's Degree

UNIVERSITY OF GEORGIA

Masters of Business Administration (MBA)

2015-2017

FLORIDA INSTITUTE OF TECHNOLOGY

Bachelor's Degree

Bachelors of Science, Business Administration  (BSBA)

Healthcare Administration Minor

4.0 GPA + 2017 Distinguished Student Scholar

CERTIFICATIONS

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Certified Scrum Master -

Scrum Alliance

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Certified Customer Success Manager I -

Success Hacker

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Certified Product Owner -

Scrum Alliance

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Certified Customer Success Manager II - 

Success Hacker

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Lean Six Sigma Green Belt -

American Society for Quality

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Service Hub Certification -

Hubspot Academy

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Foundational Support -

Zendesk

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Prompt Engineering for ChatGPT -

Vanderbilt University

CONTACT ME

  • Instagram
  • LinkedIn
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