Kelly Klein Email & Phone Number

Austin, Tx, Us

Santa Barbara, Ca, Us

● Achieved a 99.8% retention rate and boosted product adoption and Annual Recurring Retention (ARR) by defining and executing customer success strategies for a $10M portfolio● Developed and managed customized metrics, health scores, and KPIs for individual accounts, leading to proactive identification and improvement opportunities● Identified organizational gaps in the CSM team and drove a successful reorganization of pre-sales division to enhance alignment with post-sales and client business objectives● Managed the complete customer lifecycle from onboarding through expansion, implementing customer segmentation strategies to tailor offerings and drive customer satisfaction to obtain growth of 112% quarter over quarter.

San Francisco, Ca, Us

● Acted as a strategic partner for a diverse portfolio of 33 Enterprise SAAS Clients, driving $3.5M in ARR● Facilitated clients through Quarterly Business Reviews, roadmap presentations, and health checks to drive alignment with success plans● Proficient with managing risk in portfolio and leading risk/churn mitigation strategies using Totango and Salesforce reporting● Managed end-to-end post-sales client lifecycle, encompassing onboarding, upsell initiatives, multi-threading, and renewals with increase in growth year over year.

Austin, Texas, Us

● Achieved 17.5% growth in ARR by aligning customer success plans with key performance indicators, resulting in $3M revenue increase year/year● Maintained churn rate below 1% for the past four years by proactively identifying and mitigating client risks through effective client health monitoring

Dallas, Tx, Us

Menlo Park, Ca, Us

● Optimized client relationships to surpass revenue targets, contributing to overall organizational growth● Responsible for business development through cold-calling, business leads, referrals, and customer site visits

● Managed a team of 19 employees to increase operational efficiency by 25% through streamlined processes and improved resource utilization● Re-engineered Vendor Administration department to develop processes, requirements and systems to support a contractor network of 1,500+