Kellyann Dziedzic
Greater Atlanta Area,USA
Summary
Results-Driven Senior-Level Manager with eight years of proven expertise in scaling and overseeing customer success teams. Adept at elevating customer satisfaction, reducing churn, and creating growth opportunities. Experienced in devising strategies for strategic customer engagements and digital relationship management, ensuring excellence in service and solution development for SMB, mid-level, and strategic customers. Track record of consistently achieving key metrics, accurately forecasting churn risk, and utilizing customer health trends to predict growth outcomes. Committed to driving customer success and delivering measurable value to organizations.
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director, Global Customer Success
EQS
01.2024 - Current
- Leading the Global Customer Success team through strategic integration following EQS’s acquisition of the business unit, aligning people, processes, and priorities to ensure a seamless transition and sustained growth. Develop and execute strategic initiatives to drive adoption and customer engagement while managing and reporting key financial metrics to senior leadership, including forecasting and mitigating churn risks. Partner cross-functionally with Product, Professional Services, and Support teams to define winning strategies, resolve critical issues, and enhance customer experience
- Team size: 1 Managers; 12 CSMs, 1 CSA, 2 CMS
- Revenue under management: $30M
- Drive leadership objectives by elevating customer engagement and satisfaction through strategic coaching, negotiating favorable terms to secure upsell and renewal opportunities, and proactively managing escalations to deliver timely, effective resolutions.
- Partnering with cross-functional leaders in Sales, Product, and Professional Services to champion a customer-centric strategy, driving enhancements and expansion of products, content, and services.
Director, Customer Success
OneTrust
01.2022 - 01.2024
- Coordinated Global Customer Success teams within the Ethics Cloud, with a primary focus on devising strategic initiatives and orchestrating their execution to enhance engagement, drive adoption, and foster growth. Accountable for the meticulous management and reporting of financial metrics to senior leadership, encompassing the proactive identification and prediction of churn risks. Collaborating closely with product and professional services teams to pinpoint winning strategies, while also liaising with the support department to address issues and diligently pursue their resolution.
- Team size: 2 Managers; 15 CSMs, 1 CSA, 1 CMS
- Revenue under management: $35M
- Effectively managing the Ethics Cloud vertical to a 93% GRR retention representing a 2% improvement from the previous quarter.
- Realizing leadership objectives by enhancing engagement and customer well-being through coaching during QBR (Quarterly Business Review) and EBR (Executive Business Review) interactions, negotiating favorable terms for upsell and renewal possibilities, and proactively addressing escalations to deliver effective resolutions.
- Collaborated closely with internal stakeholders, including Sales, Product, and Professional Services, employing a customer-centric approach to advocate effectively for the refinement and expansion of products, content, and services.
Manager, Customer Success
Prime Power Services
01.2021 - 01.2022
- Operating in the 24/7/365 world of emergency power supply systems, established and nurtured a cohesive customer journey that enhanced value and optimized the overall experience. My role involved overseeing all facets of the customer lifecycle, including initiating new business engagements, efficiently managing quoting and contracting operations, and ensuring continuous customer retention and expansion. Managed fifteen FTE’s across four customer-facing teams through hands-on leadership and actively contributed to process development and implementation, established and tracked key performance indicators, and engaged in ongoing assessments to drive enhancements and refinements.
- Developed and implemented the first company customer success program, focusing on customer health, retention and growth. Designed and executed on key executive goals including development of metrics, design of EBR/customer touch program and evaluation of customer health.
- Implemented an onboarding process for new hires – incorporating company knowledge and customer-focused philosophy into hands-on mentoring to enable field readiness in 30 days.
- Developed and implemented a communication and outreach plan to ensure customer satisfaction with services, promotion of relationship and cultivation of upsell opportunities.
Director of Client Success
SAI Global
06.2012 - 01.2020
- Cultivated and provided guidance to Customer Success Management teams dedicated to managing the post-sale interactions with GRC learning solution clients. This encompassed overseeing customer onboarding, training, product implementation, strategy formulation, and feedback facilitation. Served as the main point of contact and a trusted advisor for strategic, SMB, and tech-touch customers, fostering strong and enduring relationships.
- Successfully steered activities of a regionally diverse client success team of six FTE’s with a $5M portfolio of 100+ clients to a 91% renewal rate and high satisfaction through an enhanced client-touch program.
- Directly hired, trained and supervised teams of client success managers and implementation specialists - I owned KPI reporting, coached and mentored the team on meeting targets, and reported team performance to senior management.
Compliance Consultant
Kelly Dziedzic, CHC
01.2010 - 01.2012
Compliance Audit Director
Piedmont Healthcare
01.2008 - 01.2010
Education
BS - Business Administration; Major – Accounting
Rider University
Lawrenceville, NJSkills
- Effective relationship management
- Organizational strategy development
- Clear and concise communication
- Strategic decision-making
- Operational efficiency management
- Project oversight
- Team leadership
- Long-term planning
Accomplishments
- Actively leading the Global Customer Success team through post-acquisition transition activities, aligning people, processes, and strategy to ensure seamless integration, maintain business continuity, and position the unit for long-term growth under new ownership.
- Orchestrated the seamless transition of a global CSM team through complex legal reappearing procedures following a company merger. Spearheaded strategic alignment with legal and finance departments while fostering team collaboration and empowerment.
- Led a senior-level CSM team responsible for managing a portfolio with an annual recurring revenue (ARR) exceeding $10 million, achieving an exceptional retention rate of over 93% and consistent base growth averaging 3%.
- Pioneered the development and execution of CSM processes and resources, streamlining the transition from Implementation to Customer Success within a dedicated resource ecosystem, ensuring clients' success from the outset.
Affiliations
- Atlanta Customer Success (ATLCS) Community – Member
- Society of Corporate Compliance and Ethics - Member
- Delta Sigma Pi Professional Business Fraternity – Alumnus Member
- Rider University Alumni Association – Member
Certification
Certified Compliance and Ethics Professional (CCEP) - Society of Corporate Compliance and Ethics
Timeline
Director, Global Customer Success
EQS
01.2024 - Current
Director, Customer Success
OneTrust
01.2022 - 01.2024
Manager, Customer Success
Prime Power Services
01.2021 - 01.2022
Director of Client Success
SAI Global
06.2012 - 01.2020
Compliance Consultant
Kelly Dziedzic, CHC
01.2010 - 01.2012
Compliance Audit Director
Piedmont Healthcare
01.2008 - 01.2010
BS - Business Administration; Major – Accounting
Rider University