Inside Retention Leadership: Walter Amicucci on Client Retention at KODE

Welcome to this month’s edition of the HR Journal! We’re thrilled to shine a spotlight on Walter Amicucci, VP of Client Retention at KODE Labs.

“We do not allow each other to fail, and we support one another in the most crucial moments.” – That’s how Walter Amicucci, VP of Client Retention, describes the culture he has helped shape over five years at KODE Labs. 

When Walter joined, the team consisted of around 30 people. Since then, the company has grown to over 230 team members, and Walter has been at the heart of that growth, transitioning from VP of Business Development to leading Client Retention. He’s passionate about building authentic relationships and fostering a culture where every team member supports one another. In this issue, Walter shares his insights on the importance of trust, the art of client loyalty, and how KODE Labs continues to innovate and stay ahead in an ever-evolving tech landscape. 

Having been with KODE for five years, how would you describe your journey so far? What have been some of the most memorable moments or milestones?

It has been one of the most memorable and rewarding parts of my career.  I have been part of the corporate world for years before pivoting to start-up life. Beginning with KODE 5+ years ago, with a group of around 30 people who laid the foundation when I first joined, we have grown to over 230 team members today. 

The combination of talent, work ethic, and heart that this company showcases every day is unmatched not only in this industry but also in any other I have been a part of. To point out one or two memorable moments would be difficult, as each day, week, and month, the one thing that stands out to me is the support each team member offers to one another.  We do not allow each other to fail, and we support one another in the most crucial moments. To me, every day becomes a part of our story together. 

Can’t wait to see what the next 5 years of this story look like together.

Can you share your personal philosophy on client retention? How has it developed or shifted since you first took on this role?

Client retention, to me, is about building trust through consistent support and a genuine, authentic relationship with the client. Over the past couple of years, I’ve come to realize that retention isn’t just a number we track; it’s about how well we listen, adapt, and align with the ever-changing goals of our clients. 

The client experience is only as strong as the team experience behind it. Since the first day we engaged with a client, every team member, from sales to implementation to support, has contributed to laying the groundwork for that relationship. The importance of those interactions lies in the groundwork for a successful relationship, which in turn makes retention simple.  The success of a renewal is the direct result of our team, and the signature and or execution at the end is a byproduct of them. 

If I had to break it down into a framework, it’s this:

Trust. Consistency. Proactive alignment.

That’s what turns one-time clients into long-term partners.

Could you tell us about a time when the team truly went above and beyond to deliver a ‘WOW’ experience for one of our clients? 

This one is quite challenging to pinpoint just one. Whether it’s team members jumping on a train at the last minute, traveling to another country to install a device, or flying across the country to lay out a strategy in partnership with a client, each month, there are stories where we provide white-glove service to our clients.  

The WOW experience is when we consistently show up for our clients every day. The support we provide clients has been noted numerous times as what sets us apart from others in the industry. The WOW experience is pretty simple when your goals are more than being average.  Delivering the WOW means providing a product and service that exceeds expectations, rather than settling for less.

You’ve witnessed KODE’s growth and evolution firsthand. In your opinion, what have been the key factors in maintaining strong engagement with both clients and team members during this time?

Our people, our willingness to take risks, our refusal to settle for average, and our conviction that we are here to change the industry. Staying aligned internally and having a shared sense of purpose have kept our teams motivated, and that spirit is contagious in every interaction with both clients and team members alike.  

Looking ahead, what emerging trends do you believe will have the biggest impact on retention strategies in our industry?

As the industry becomes more data-driven, proactive and personalized insights will play a larger role in retaining our clients. Artificial Intelligence (AI) and Machine Learning (ML) will play a larger role in what we deliver to our clients, and where we need to continue enhancing our platform.  

Predicting a client’s needs and providing our clients not just superior service, but also providing them with expert suggestions based on the data we have gathered from their portfolio. Creating tools to empower our clients that will help them anticipate and be proactive rather than reactive will have a significant impact.  

Walter’s Retention Rules

🔹 Trust is the currency. If you’re only optimizing touchpoints, you’re missing the point.

🔹 Teams, not individuals, earn renewals.

🔹 White-glove doesn’t mean perfect. It means personal.

🔹 If you care internally, clients will feel it externally.

🔹 Own the outcome even if it’s not your job.

Final Word

Walter’s story is a case study in what happens when a company scales without sacrificing its soul.

At KODE Labs, ownership isn’t a title; it’s a mindset.If you’re someone who thrives in an environment where people step up for each other, where problems are solved across functions, and where long-term loyalty is built from the inside out, then you’re already thinking like us. Explore our careers page to see how you can be part of this journey.