Clinton Kosh

Experience

1. Customer Success Operations Manager / Customer Success Manager · Check Point Software Technologies

   November 2020 — April 2026

   Owned a rotating book of 20–40 cybersecurity SaaS accounts — from sub-$50K customers to multi-million-dollar strategic relationships — with roughly $3M in account value under management at any given time.

   • Lifted portfolio visibility from 40% to 99% by standardizing account health, risk, renewal, and expansion tracking across Salesforce, Custify, and Jira.
   • Reduced churn to under 30% within one year through targeted retention playbooks, proactive outreach, health checks, and cross-functional escalation management.
   • Coordinated crisis response and incident resolution across Jira, AWS, Azure, and Salesforce, contributing to a 20% sales increase within 6 months through tighter operational alignment.
   • Built and maintained Customer Success Plans for enterprise customers — aligning business objectives, technical milestones, and stakeholder ownership — driving 90%+ CSAT and 70% retention.
   • Operated as the connective tissue between customers, product, and support — turning customer signals into prioritized action for the CS org.

2. Customer Success Manager · Dedrone

   January 2020 — September 2020

   Customer success for an enterprise drone-detection platform — owning onboarding, engagement, and retention for a security-sensitive customer base.

   • Drove a 20% increase in renewals through proactive engagement, onboarding improvements, and tighter customer health and churn tracking.
   • Standardized enterprise onboarding to a repeatable one-month process, lifting customer engagement 25% within six months.
   • Helped secure stakeholder buy-in for a $3M deal by presenting AWS-hosted dashboards and live drone-detection workflows during high-profile customer tours.

3. Technical Operations Center Manager — Reporter Triage & Vision / Solutions Engineer · Cofense (formerly PhishMe)

   November 2015 — January 2020

   Led global support operations and L3 engineering for Cofense's phishing-defense product line — Reporter, Triage, and Vision — across a geographically dispersed team.

   • Mentored a remote team of Support Engineers across Reporter, Triage, and Vision, achieving 65% product coverage and a 90% average CSAT.
   • Stood up Confluence-based knowledge-sharing that deflected 30% of new tickets and cut First Response Time by 30 minutes within three months.
   • Delivered L3 support for integrated email-client security solutions, decreasing critical-issue resolution time by 25%.
   • Served as Scrum Master and interim Product Owner, accelerating release cycles 30% and cutting operational redundancy 20% within six months.

4. User Services Manager — Bush School of Government & Public Service · Bush School of Government & Public Service — Texas A&M University

   February 2013 — October 2015

   Directed IT services and infrastructure for the Bush School — performance, budget efficiency, and operational workflows across an academic enterprise environment.

   • Cut operational costs 15% annually by overhauling video teleconference operations, hardware/software specs, disaster recovery, and networking.
   • Deployed a SpiceWorks ticketing system that boosted issue resolution efficiency 35% within six months and enabled self-service support.
   • Managed computing systems testing and application deployment in Docker and VMware, sustaining 99.5% uptime during peak periods.

5. Enterprise Software Engineer · IBM

   June 2007 — February 2013

   Provided 24x7 enterprise support for the Lotus Notes/Domino suite to a global customer base.

   • Maintained 99.9% uptime and a 95%+ CSAT rating, consistently ranking in the top 10% of 85 engineers in the Austin division.
   • Built a cross-functional training system that expanded training materials 30%, reduced staff ramp-up 20%, and lifted team efficiency 25%.

Selected projects

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