Stephen Salinas

⬩ Lead design, configuration, and deployment of bespoke AI recruiting agents for enterprise and mid-market customers, partnering with recruiters, recruiting ops, and hiring teams to define scope, tuning, and functionality ⬩ Train and coach recruiting teams on agent maintenance and edits, covering best practices for LLMs, prompt engineering, testing, performance evaluation and optimization, and AI bias audits ⬩ Serve as product expert for Covey’s Agent Builder, partnering with Engineering on a fast-paced v3 rollout and iterating on UX and features based on customer feedback and practitioner-level domain expertise

⬩ Founding Customer Success hire at seed-stage AI recruiting startup (pre-revenue), owning the full customer lifecycle and converting early trials to paid customers ⬩ Built onboarding and success playbooks in a highly iterative environment requiring extensive hands-on configuration ⬩ Partnered closely with Engineering on product development, usage analytics, and early customer feedback loops to inform roadmap and drive adoption

⬩ Directed Customer Success, managing team of 2 Enterprise CSMs, for the company’s full ~$6M ARR portfolio (~50 customers, largely F500), personally owning $1.5M of the most strategic accounts ⬩ Developed and implemented onboarding, renewal, and expansion processes to drive adoption, retention, and growth ⬩ Partnered with Engineering to launch adoption reporting and early-warning systems; led Salesforce and renewal process improvements

⬩ Managed largest book of business as team grew to ~25 CSMs (~$2.5M ARR vs ~$1.5M team average) ⬩ Generated ~$1M in annual upsells; #1 in expansions and NRR, consistently achieving >120% NRR ⬩ “Most Expansions” award winner for 3 consecutive years ⬩ Partnered with Product and Engineering on new product launches, leading beta programs and driving early adoption, revenue, and testimonials, while building onboarding playbooks for CS ⬩ Built strategic customer relationships, including advisory boards, key partnerships, and accounts that became strategic investors during Series C ⬩ Consistently ranked top 20% in adoption and retention KPIs ⬩ Developed expansion and competitive displacement (“rip-out”) strategies adopted by broader team

⬩ Managed enterprise accounts on Lever’s ATS and analytics platforms, driving adoption, retention, and expansion ⬩ Served as product SME for new products, partnering with CSMs on customer discovery and early adoption efforts ⬩ Contributed to Customer Success playbooks, including account transitions and success planning

⬩ Managed ~15 strategic enterprise accounts (~$3M ARR) for Birdeye’s AI-powered martech products, owning the full lifecycle from pre-sale through renewal and expansion ⬩ Achieved 100% conversion of trial customers and 100% logo retention (>95% GRR), ~$250K in ARR expansion ⬩ Supported Birdeye’s earliest LLM-native products, introducing cutting-edge AI features rare in martech at the time

⬩ Built Customer Success function from 0→1 ⬩ Increased retention (~90% → >95%) and significantly reduced support ticket volume ⬩ Introduced QBRs, customer health metrics, customer surveys, and engagement programs ⬩ Developed onboarding, training systems, and customer help center

⬩ Led channel program and sales operations ⬩ Managed marketing strategy and collateral development ⬩ Represented company in partner and industry engagements

⬩ Built early go-to-market strategy for a newly launched AI-native healthcare cybersecurity SaaS product ⬩ Established direct and partner-led sales channels, closing initial customers across key healthcare segments and signing the company’s first strategic channel partners

⬩ Led EHR implementation consulting and project delivery for healthcare organizations under the HITECH Act ⬩ Completed 200+ EHR implementations (top consultant across Los Angeles and Orange County)

Coursework focus: Statistics, Clinical, Social, Developmental, Abnormal, and Sports Psychology.