Mackenzie Kelly
Huntsville,AL
Summary
Dynamic U.S. Army Veteran with 7 years of experience in the Kansas Army National Guard, successfully transitioning to the civilian sector and excelling in Customer Success roles. Currently serving as a Customer Success Manager in the Data Center Industry, offering a unique blend of military discipline and customer-focused strategies to foster team collaboration and drive exceptional results. Recognized for an engaging personality that energizes professional interactions while maintaining the ability to assertively address challenges. Committed to enhancing customer satisfaction and cultivating lasting relationships through a results-driven approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Salute Inc
Huntsville, AL
01.2025 - Current
- Managed enterprise client relationships, focusing on retention strategies and revenue expansion initiatives.
- Oversaw onboarding business reviews and strategic planning efforts to optimize client relationships and drive sustained success.
- Monitored and assessed account health through CRM tools and KPI dashboards, providing insights for effective business strategies.
- Facilitated cross-functional partnerships to address service delivery challenges and optimize client satisfaction.
- Executed contract renewals and crafted strategic account plans to optimize performance in high-stakes environments.
Customer Success Manager
Moody's Analytics Inc.
New York City, NY
04.2022 - 01.2025
- Facilitated customer onboarding processes and enablement programs to ensure effective adoption and realization of platform benefits.
- Fostered client relationships through proactive engagement strategies to improve satisfaction and promote long-term loyalty.
- Developed and delivered targeted product training alongside strategic recommendations to drive engagement and maximize platform effectiveness.
- Coordinated efforts between sales, product, and support teams to optimize customer experience and guide product enhancements.
- Interpreted customer feedback and usage patterns to recognize trends and advocate for product enhancements.
Kansas Army National Guard
Kansas Army National Guard
06.2016 - 06.2023
- Led and developed teams in high-tempo environments, driving operational success and readiness.
- Managed logistics, supply chain, and inventory valued at significant scale, ensuring accuracy and efficiency.
- Implemented process improvements based on operational analysis, increasing overall effectiveness.
- Recruited, screened, and mentored candidates, improving talent acquisition and team performance.
- Coordinated complex training and operational logistics involving personnel, equipment, and resources.
- Maintained strict safety and compliance standards across all operations.
Account Executive
SILLOET
08.2021 - 03.2022
- Crafted and launched focused marketing initiatives to strengthen brand recognition and stimulate customer interaction.
- Analyzed market trends and developed targeted sales strategies to maximize revenue growth and exceed established sales targets.
- Engaged with key clients to strengthen relationships, thereby improving customer loyalty and retention.
Education
Bachelor's degree - Human Services, General
Washburn University
05-2020
Skills
- Effective communication
- Sales and marketing strategy
- Establishing strategic relationships
- Cooperative attitude
- Client satisfaction focus
- Client relationship management
- Operational management
- Effective team collaboration
Accomplishments
- Drove $3M+ in revenue expansion across existing enterprise accounts within one year.
- Own a $20M book of business, ensuring retention, client satisfaction, and long-term growth.
- Built the company’s customer health scoring model, enabling data-driven retention and account strategy.
- Created and scaled the CSM onboarding program, strengthening team performance and operational maturity.
Certification
Gainsight Customer Success Manager Certified Professional.
Gainsight Customer Success Leader Certified Professional.
Gainsight Advanced Customer Success Manager Certified Professional.
Timeline
Customer Success Manager
Salute Inc
01.2025 - Current
Customer Success Manager
Moody's Analytics Inc.
04.2022 - 01.2025
Account Executive
SILLOET
08.2021 - 03.2022
Kansas Army National Guard
Kansas Army National Guard
06.2016 - 06.2023
Bachelor's degree - Human Services, General
Washburn University