# Tyler Yip: Work

### Knak

Website: https://knak.com/

Remote, Canada
Senior Customer Success Manager | Sep 2026–Present
Customer Success Manager | Feb 2025–Aug 2026

- Manage a $2.4M ARR enterprise portfolio, including OpenAI, NVIDIA, and Logitech.
- Achieved 147% net revenue retention, earning Knak’s 2026 Best Net Expansion Rate award.
- Supported OpenAI’s adoption of Knak’s API and MCP in partnership with Product and Engineering, contributing to 109% account expansion.
- Negotiated an average 13% uplift on renewals in 2025–2026, the highest on the Customer Success team.
- Secured renewals for 53% of at-risk accounts, leading the team in total accounts saved.
- Built Glean and ChatGPT agents and a book-of-business command center used by the CS team and senior leadership, cutting account-planning time by an estimated 40% and personal monthly portfolio-review preparation by an estimated 90%.

### Alloy.ai

Website: https://alloy.ai/

Remote, Canada
Senior Customer Success Manager | May 2024–Jan 2025
Customer Success Manager | Sep 2022–Apr 2024

- Achieved 120% NRR across a $2M ARR portfolio of US mid-market and enterprise customers.
- Increased NPS from 40 to 56 by auditing platform usage, addressing customer pain points, and delivering tailored support plans.
- Built cross-retailer dashboards that helped one customer save four hours per week on reporting.
- Helped advance a complex enterprise implementation into its second phase through customer-metric mapping and tailored training guides.

### Genesis Labs

Website: https://dreamlandgenesis.com/

Remote, Canada
Alpha Analyst, Digital Assets | Mar 2022 - Jul 2022
Contract

- Delivered research reports, coaching, and presentations to help clients evaluate digital-asset projects and trading opportunities.
- Managed a 10-person team of analysts, moderators, and marketing managers.
- Evaluated NFT and digital-asset projects using market data, smart contracts, wallet activity, and community research; presented investment recommendations and market scenarios to senior management.

### Pattern

Vancouver, Canada
Operations Analyst (Account Manager) | Jun 2021–Mar 2022
Now Borderless AI: https://www.hireborderless.com/ca

- Managed 15 mid-market accounts through tailored onboarding and support.
- Managed relationships with around 50 independent contractors during a high-growth period, scaling support capacity.
- Streamlined hiring processes to achieve a 92.5% fill rate.

### Community Phone

Website: https://www.communityphone.org/

Remote, Canada
Customer Success Representative | Mar–Jun 2021

- Achieved a 20% upsell close rate, above the company average, through personalized customer engagement.
- Led implementation of an insurance product and its onboarding strategy.

### Civil Defence Academy

Website: https://www.scdf.gov.sg/

Singapore
CPR and First Aid Instructor | Jun 2015–May 2017

- Presented CPR and first-aid training at corporate events with up to 200 participants.
- Earned three Service Excellence Awards for first-responder presentations and client engagement.
- Selected to lead CPR training for Lee Hsien Loong, then Prime Minister of Singapore.

### Skills & tools

Skills & tools
Customer work
Enterprise account management, success planning, executive business reviews, product adoption, renewals, negotiation, and churn recovery.
Enablement & delivery
Customer onboarding, tailored training guides, live presentations and workshops, and cross-functional implementation.
AI & implementation
Glean, ChatGPT, Codex, Claude, Dots, MCP integrations, and API-enabled workflows.
Tools I use
Salesforce, Tableau, GitHub, WordPress, Canva, and Google Workspace.

### Education

University of British Columbia | 2017–2021

Bachelor of Commerce, UBC Sauder School of Business

- Major: Finance
- Specialization: Financial Engineering and Risk Management
- Graduated with Honors
- Outstanding International Student Award ($12,000 for strong academic achievement and extracurricular contributions)
- Dean’s Honor Roll (2019–2020)