ALI KELLY
Northbridge,MA
Summary
Dynamic and results-oriented Senior Customer Success Manager with extensive experience in enhancing customer satisfaction and retention through strategic initiatives. Strong advocate for team collaboration, consistently delivering impactful results that align with organizational goals. Expertise in relationship management, strategic planning, and innovative problem-solving, complemented by a flexible approach to adapting to evolving business needs. Committed to fostering long-term partnerships that drive success for both clients and the organization.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Manager
Ping
04.2022 - Current
- Own a $24M portfolio of high-value strategic accounts, fostering trusted executive partnerships and driving long-term business growth and retention.
- Serve as a strategic advisor to C-suite stakeholders, aligning customer objectives with product capabilities to deliver measurable business outcomes.
- Develop and execute proactive success strategies, enabling early identification of technical and operational risks while accelerating value realization.
- Pioneer the Customer Success QBR framework, enhancing organizational collaboration, visibility into key metrics, and alignment on success milestones.
- Partner cross-functionally with Product, Sales, and Operations leadership to influence roadmap priorities, resolve escalations, and improve the overall customer experience.
- Coach and mentor new Customer Success Managers, elevating team performance, best practices, and customer engagement maturity across the organization.
- Drive expansion initiatives by uncovering and qualifying cross-sell and upsell opportunities, contributing to sustained revenue growth and account expansion.
Senior Customer Success Manager
Axis Security
01.2021 - 04.2022
- Developed and implemented proactive customer engagement programs, including regular health checks and strategic reviews, to expand user adoption and align usage with measurable ROI.
- Drove 40% user growth within six months by leading a comprehensive customer health assessment initiative and implementing optimization strategies to enhance satisfaction and retention.
- Identified and cultivated customer advocates, resulting in published customer quotes, case studies, and participation in executive advisory boards.
- Led data-driven analysis of customer journey metrics, uncovering trends and driving process improvements that elevated the overall customer experience.
- Created Customer Success playbooks and best practices covering onboarding, implementation, and post-sale engagement to standardize excellence across the organization.
- Collaborated in pre-sales proof-of-concept (POC) processes, defining success criteria, shaping customer success plans, and ensuring seamless transition into post-sale management.
Customer Success Manager
Cisco Systems
01.2020 - 01.2021
- Managed 18 Top Tier accounts ranging industries; Healthcare, Banking, Federal - ARR 10M+
- Post sale driver of optimizations, continued growth and upsell conversations
- Scheduled and led kick off calls to map purchase use case to viable outcomes along with timeline and phased approach of deployment
- Conducted QBRs with c-level executives, along with yearly readouts to walk through accomplishments and goals
- Organized and participated in the launch of Voice of the Customer program to analyze customer base and drive customer satisfaction, including growth drivers and areas of improvement (renewal probability and purchase decision)
- Communicated with multiple functions regularly including technical account team, customer support and sales, to ensure daily success
- Mentor - coached new hires on best practices, product questions and assistance with getting started
Key Account Manager
Cloudcall
01.2019 - 01.2019
- Key advocate post implementation during the entire customer life cycle - this includes monthly and/or quarterly reviews with c-level executives
- Gained customer trust and value through demonstrating cost reductions and operations improvements
- Managed upwards of 150 accounts
- Forecasted upsell opportunities, along with renewal probability with direct management
Customer Success Manager
Promobox Inc
01.2019 - 01.2019
- Strategized with customers on marketing tactics prior to product launch, which increased sales during crucial sell-in period
- Reviewed marketing strategies and content/creation calendar with customer during onboarding and post sale enablement
Customer Success Manager
Oracle
01.2017 - 01.2019
- Managed Cloud ERP/EPM portfolio through entire customer lifecycle - 4.5MARR
- Industries span life sciences, insurance, healthcare
- Collaborated with Implementation Success Manager on application guidelines and goals
- Managed strategic cadence calls with executives to optimize and grow current usage of product
- Assisted with renewal discussions and probability with renewal managers and direct management to ensure customer health and happiness
- Team mentor for all new hires, as well as assisting team members with escalations, product questions, best practices for customer issues and wins
Account Success Manager
Integrate Inc
01.2015 - 01.2017
- Managed and developed campaigns for top ranked technology companies - ensuring their target audience is met and content is being promoted
- Provided reporting and analysis to each client on campaign results and reviewed results during QBR
Education
Certified Agency Account Manager -
Second Wind
01.2015
Bachelor of Science - Public Relations
Suffolk University
01.2013
Skills
- Revenue Generation
- Salesforce proficiency
- Gainsight platform expertise
- Trello project management
- Mentorship development
- Strategy and Roadmap
- Jira/Confluence
- Relationship Management
- Detail Oriented
- Client Focused
- Critical Thinking
- Customer advocacy
- Data-driven decision making
- Teamwork and collaboration
Timeline
Senior Customer Success Manager
Ping
04.2022 - Current
Senior Customer Success Manager
Axis Security
01.2021 - 04.2022
Customer Success Manager
Cisco Systems
01.2020 - 01.2021
Key Account Manager
Cloudcall
01.2019 - 01.2019
Customer Success Manager
Promobox Inc
01.2019 - 01.2019
Customer Success Manager
Oracle
01.2017 - 01.2019
Account Success Manager
Integrate Inc
01.2015 - 01.2017
Bachelor of Science - Public Relations
Suffolk University
Certified Agency Account Manager -
Second Wind