Katie Kelly
Growth-Stage Operations Leader
Customer Success & Professional Services Leadership
Over the past decade, I've specialized in scaling the post-sale client delivery from onboarding through expansion in complex, regulated environments. My approach combines systematic process design with team-oriented leadership to build high-performing teams that deliver enterprise-grade quality at scale.
500+ implementations annually while building CS teams that drive retention, expansion, and customer outcomes
How I Build CS & PS Organizations
I build Customer Success organizations that drive retention, expansion, and client outcomes for growth-stage fintech and SaaS platforms.
Over the past decade, I've specialized in scaling the post-sale client journey—from activation through expansion—in complex, regulated environments where operational excellence isn't optional. My approach combines systematic process design with people-first leadership to build teams that deliver enterprise-grade quality at scale.
Recent CS impact:
- •Built CS organization from 3 to 25+ professionals (5+ managers) in 12 months
- •Saved $20M+ in at-risk ARR by rehabilitating enterprise clients
- •Doubled implementation throughput to 500+ annually while reducing time-to-value 75%
- •Led cross-functional automation delivering $500K+ in annual cost savings
Where I make the biggest impact:
- •CS & PS org building: Creating multi-layer teams with scalable hiring, manager development, and performance frameworks
- •Implementation & onboarding: Building systems that accelerate time-to-value while maintaining quality
- •Retention operations: Diagnosing systemic issues and implementing frameworks that prevent churn
- •GTM alignment: Establishing Sales-to-CS handoffs and Product partnerships that drive strategic outcomes
Impact
Built CS Org from 3 to 25+ in 12 Months
5+ managers developed | 100% increase in team capability
Established multi-layer CS team with scalable frameworks for hiring, manager coaching, and performance management that elevated retention and outcomes.
Reduced Time-to-Value 75%
8 weeks → 2 weeks for SMB/Mid-Market | 500+ annual implementations
Built standardized playbooks, intake forms, and execution frameworks that accelerated client expansion cycles and revenue recognition.
Saved $20M+ in At-Risk ARR
3 top-5 enterprise clients rehabilitated in 90 days
Implemented systematic quality frameworks, escalation protocols, and strategic account alignment that prevented churn and accelerated expansion.
Built High-Velocity Expansion Model
Doubled throughput from 250 to 500+ annual onboardings
Created scalable onboarding engine processing existing client expansions with measurable adoption maturity curves (cleaner intake, faster execution with each fund added).