Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jeffrey Keim

Austin,TX

Summary

Results-driven leader with 10+ years experience in developing forward-looking strategies that optimize revenue and improve customer experience. Demonstrated record of scaling successful teams through rapid growth and frequent change. Adept in analytical thinking, strategic planning, and building strong cross-functional relationships while maintaining customer focus.

Overview

12
12
years of professional experience

Work History

Global Head of Account Management

Atlassian
06.2024 - Current
  • Led team transformation to Account Management, achieved targets for NRR (120%+ across all segments), cloud expansion at renewal (20%+) pipeline generation (target - $75M, actual - $175M+ ARR) and revenue ($1.13B ARR) in first year
  • Expanded team from 43 to 88+ within first 12 months, covered Strategic, Enterprise and Public Sector segments globally representing $1B+ in ARR
  • Worked with cross-functional stakeholders throughout Sales & Success to redefine roles & responsibilities, design effective account teaming frameworks and develop new engagement playbooks
  • Used predictive modeling to proactively identify risk mitigation and expansion opportunities
  • Leveraged AI agents to develop deep research capabilities to reduce time spent from 4+ hours to 45 minutes per account plan

Global Head of Loyalty Advocates

Atlassian
02.2020 - 06.2024
  • Developed and implemented customer retention strategies across key global segments covering 300,000+ customers across SMB, Mid-Market, Enterprise, Strategic and Public Sector
  • Improved retention rates across key Enterprise segments from 91% to 97% and effectively integrated newly acquired companies
  • Grew team from 76 to 200+ global Loyalty Advocates, scaled revenue impact from $510 million to $1.25B+
  • Developed globally adopted cloud expansion frameworks, validated by A/B experimentation, that achieved 5% - 15% in incremental revenue

Senior Manager, Loyalty Advocates

Atlassian
07.2018 - 01.2020
  • Launched dedicated SaaS cloud migration team focused on SMB customer segment, delivered 1.0 KR on migration seats
  • Scaled team from 25 to 46 Loyalty Advocates covering $300M+ in retention revenue
  • Integrated Opsgenie acquisition into retention workflows
  • Over-achieved revenue forecasts 5 of 6 QTRs

Loyalty Advocates Manager

Atlassian
01.2017 - 06.2018
  • Achieved Enterprise retention forecasts 6 of 6 quarters
  • Scaled the team from 17 to 25 global Loyalty Advocates
  • Generated more than $4.5M in pipeline in first year, at a ~21% conversion rate, by creating Enterprise awareness campaigns pre-renewal
  • Created predictive risk model which drove a ~7% increase in renewal rates
  • Improved renewal rates for Trello acquisition by 5+% in the first 6 months

Business Lead, Loyalty Advocates

Atlassian
12.2015 - 12.2016
  • Owned creation of global renewal engagement strategies for Atlassian
  • Created first Customer Success team that delivered $690,000+ in successful risk remediation within 6 months of go-live
  • Redefined global metrics and measures of success
  • Improved quarterly forecasting accuracy to within 1% - 3%

Renewals Project Manager

Atlassian
12.2014 - 11.2015
  • Conceived, built and coordinated streams of projects designed to foster customer loyalty, retain, reward and win-back our customers
  • Implemented churn surveys and categorization for lost customers to improve insights
  • Drove experimentation and A/B testing around renewal email drips and ad-hoc loyalty marketing campaigns

Renewals & Collections Manager

Accruent
06.2013 - 11.2014
  • Reduced the outstanding A/R from over $21 Million to below $10 Million
  • Grew the team from managing 1,100 customers over 5 product lines to 3,400 over 7 product lines via acquisition integrations
  • Maintained 98% customer retention rate while increasing prices by an average of 4.3%

Education

Bachelor of Engineering (B.E.) - Mechanical Engineering

Vanderbilt University
Nashville, TN
01.2009

Skills

  • Strategic Planning
  • Change Management
  • Employee Development
  • Data Analytics
  • Revenue Optimization
  • Cross-functional Collaboration

Timeline

Global Head of Account Management

Atlassian
06.2024 - Current

Global Head of Loyalty Advocates

Atlassian
02.2020 - 06.2024

Senior Manager, Loyalty Advocates

Atlassian
07.2018 - 01.2020

Loyalty Advocates Manager

Atlassian
01.2017 - 06.2018

Business Lead, Loyalty Advocates

Atlassian
12.2015 - 12.2016

Renewals Project Manager

Atlassian
12.2014 - 11.2015

Renewals & Collections Manager

Accruent
06.2013 - 11.2014

Bachelor of Engineering (B.E.) - Mechanical Engineering

Vanderbilt University