Kelly Clement

Chicago,IL

Summary

Dynamic SaaS and commercial leader with a proven track record of managing over $17 million in annual recurring revenue, consistently driving measurable growth through customer retention, expansion, and strategic partnerships. Expertise in surpassing performance targets, exemplified by achieving a 97% retention rate against a 92% goal, while cultivating high-performing teams and enhancing enterprise client relationships. Skilled in aligning customer success strategies with business objectives to drive product adoption and collaborate cross-functionally, accelerating revenue growth and long-term value creation. Adept at leveraging strategic insights to foster sustainable business development and competitive advantage.

Overview

years of professional experience

Work History

Director of Client Services Management

Certus

01.2021 - Current

Lead customer success strategy and execution across a portfolio generating $17M in annual recurring revenue, with responsibility for retention, expansion, and customer health.
Lead, coach, and develop a team of 8 Client Services Managers, driving performance, accountability, and customer-centric execution
Exceeded retention targets, achieving 97% vs. 92% goal through proactive risk management and value-based engagement
Drive Annual Contract Value (ACV) growth by identifying and executing upsell and cross-sell opportunities within existing accounts
Build and maintain executive-level client relationships, aligning SaaS solutions to customer business objectives
Oversee customer health metrics and implement strategies to mitigate churn risk and improve satisfaction
Increase platform adoption and engagement by guiding customers on best practices and optimized LMS usage
Partner with Sales Executives to uncover new revenue opportunities across products, divisions, and locations
Conduct executive business reviews, product demonstrations, and strategic planning sessions
Collaborate cross-functionally with product, support, and leadership teams to resolve complex client challenges
Develop and execute industry-specific penetration strategies to expand market share
Implement targeted outreach cadences via SalesLoft to improve engagement and conversion rates
Maintain accurate forecasting, pipeline visibility, and account activity tracking within Salesforce
Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Streamlined operational processes, improving efficiency in client onboarding and account management.

Director of National Sales

Likewize

01.2014 - 01.2020

Senior commercial leader responsible for a $500M national retail distribution P&L, serving as primary executive liaison to T-Mobile and leading national sales strategy.
Led and developed a team of 12 Account Managers, driving revenue growth and national retail execution
Negotiated and executed complex, multi-party agreements enabling nationwide T-Mobile distribution expansion
Delivered $5M in annual cost savings while improving service levels across retail partners
Led seamless transition of national distribution from Verizon to T-Mobile with zero operational disruption
Generated $2M in annual cost avoidance through contract optimization and disciplined change management
Built strategic partnerships with major retailers including Walmart, Target, Best Buy, Sam’s Club, Macy’s, Walgreens, and Bloomingdale’s
Increased category growth by 45% year-over-year through expanded SKUs, promotions, and marketing investments
Negotiated high-impact agreements, including the Andersen Merchandisers–Sprint Wireless partnership at Walmart
Leveraged cross-company data insights to improve handset sales performance and retail execution
Led cross-functional teams to enhance customer engagement and improve sales processes.
Analyzed market trends and competitor activities to inform strategic decision-making.

Director of National Accounts

Sony Music Entertainment

01.2007 - 01.2014

Oversaw $975M in annual revenue across Walmart, Target, and Best Buy, leading national account strategy, sales, and marketing execution.
Led and developed a team of 12 regional sales representatives and 3 analysts
Owned national account strategy, forecasting, and execution across top-tier retail partners
Designed and implemented business planning frameworks to deliver consistent revenue performance
Directed cooperative advertising programs to maximize ROI and brand visibility
Negotiated multi-million-dollar agreements with retailers, media partners, and entertainment venues
Delivered data-driven insights and performance analysis to improve product sales and distribution strategy

Education

No Degree - Business

Portland State University

Portland, OR

Skills

Technology: Salesforce, Gongio, Salesloft, ZoomInfo, Power BI, Microsoft Dynamics 365
Customer Retention
Team Leadership & Development

Timeline