Liz Ketcham

Director of Customer Success

Professional Overview
Liz Ketcham is an experienced customer success leader with a proven track record of driving client satisfaction and business growth. With over a decade of experience in the technology industry, she has developed a deep expertise in managing high-performing customer success teams and implementing strategic initiatives to enhance the customer experience.

Experience Summary

Current Role
As the Director of Customer Success at Workshop, Liz is responsible for leading a team of customer success professionals to ensure exceptional service and support for the company's clients. In this role, she develops and implements innovative strategies to improve customer retention, increase product adoption, and drive revenue growth.

Career Progression
Prior to her current position, Liz held several customer success leadership roles at reputable technology companies. She served as the Sr Director of Customer Success at WP Engine, where she was instrumental in scaling the company's customer success operations and contributing to its overall business success. Before that, she served as the Director of Customer Success and Head of Customer Success at Flywheel, where she played a pivotal role in building and managing the customer success function.

Academic Background
Liz holds a Bachelor's degree in Business Administration from the University of Nebraska-Lincoln, where she graduated with honors.

Areas of Expertise

• Customer success strategy and execution

• Team leadership and talent development

• Client relationship management

• Data-driven decision making

• Cross-functional collaboration

• Process improvement and optimization

Professional Impact
Throughout her career, Liz has demonstrated a strong commitment to driving customer satisfaction and business growth. At Flywheel, she led the implementation of a comprehensive customer success program that resulted in a 20% increase in customer retention and a 15% increase in annual recurring revenue (ARR). At WP Engine, she spearheaded the development of a customer-centric onboarding process that improved the customer experience and contributed to a 12% reduction in churn.

Conclusion
Liz Ketcham is a strategic and results-oriented customer success leader who possesses the expertise and vision to create exceptional customer experiences and drive business success. Her extensive experience in the technology industry, coupled with her strong leadership and analytical skills, make her a valuable asset to any organization seeking to optimize its customer success function and achieve sustained growth.