PATRICK KELLEY
Customer Success Leader
Philadelphia,PA
Summary
Customer Success leader with over 10 years of experience driving enterprise account management, cloud adoption, and customer retention in SaaS environments. Proven ability to manage high-value accounts exceeding $2M in ARR, orchestrate cross-functional success programs, and align customer objectives with technology solutions to drive digital transformation. Skilled in account planning, cloud strategy execution, and operational efficiency, leveraging data-driven insights to influence product roadmaps and enhance customer value. Adept at optimizing support processes, reducing ticket volume through automation and self-service resources, and leading AI-driven initiatives to improve service delivery. Strong track record in stakeholder engagement and delivering executive-level business reviews to ensure long-term customer success.
Overview
12
12
years of professional experience
Work History
Director, Client Success
BizEquity
01.2025 - Current
- Managed and grew key enterprise accounts generating over $2M in ARR by executing strategic success plans that enhanced adoption, engagement, and value realization.
- Led enterprise client onboarding and transformation efforts, delivering training programs, managing change initiatives, and ensuring seamless transitions for long-term success.
- Orchestrated cross-functional programs to align customer objectives with cloud and digital transformation strategies, collaborating with technical, sales, and support teams.
- Championed AI and automation adoption, upskilling teams and integrating AI-driven efficiencies to improve service delivery and operational effectiveness.
- Optimized support operations by enhancing workflows in HubSpot Service Hub and Jira, streamlining issue resolution, improving engineering collaboration, and reducing ticket volume.
- Acted as a trusted advisor, leveraging customer insights to influence product roadmaps, drive new feature launches, and increase solution adoption.
- Developed and executed customer retention strategies, achieving over 3% annual retention growth through strong relationship management and value maximization.
- Applied technical expertise and business acumen to align cloud adoption strategies with customer priorities, ensuring continuous innovation and digital growth.
Senior Manager, Client Success
BizEquity
01.2024 - 12.2024
- Orchestrated the seamless implementation of 200+ new accounts, designing and executing customized success plans that drove rapid adoption, increased product usage, and fostered long-term customer relationships.
- Developed and executed a high-impact, company-wide customer retention strategy, resulting in a consistent annual retention rate increase of over 2%, while improving customer loyalty and reducing churn.
- Delivered high-engagement live webinars on product adoption, go-to-market strategies, and emerging industry trends, leveraging diverse content formats to effectively cater to varied learning styles and maximize audience impact.
- Created and deployed a comprehensive Customer Success playbook, standardizing key processes, accelerating onboarding, and providing a strategic reference tool for cross-functional teams, including technical and sales, to ensure alignment and efficiency.
Client Success Manager
BizEquity
11.2022 - 12.2023
- Directed the management and optimization of 2,500+ client accounts and departmental operations in a dynamic, high-growth environment, ensuring seamless cross-functional collaboration and continuous alignment with organizational goals.
- Led the successful implementation of 150+ client accounts, accelerating time-to-value through targeted adoption strategies and ensuring measurable, long-term success for clients.
- Conducted in-depth research on industry trends and client needs, leveraging data-driven insights and feedback to architect and roll out new client success and support processes, driving operational efficiency and enhancing customer experience from the ground up.
Customer Success Manager
Pavilion
04.2021 - 11.2022
- Owned and implemented annual renewal processes resulting in increased annual membership retention from 61% to 79%.
- Mitigated monthly churn from 3.25% to 1.75% utilizing high-touch methods, ensuring 'at-risk' customers are supported and able to extract value.
- Onboarded >1,000 C-Suite, VP, and Director-level customers in Sales, Marketing, Customer Success, Revenue Operations, and Finance roles & functions.
- Onboarded and trained >10 Member Success Managers on processes, customer retention, building relationships, and story-telling enabling their success.
Enterprise Sales Development Representative
BizEquity
07.2019 - 04.2021
- Consistently exceeded monthly and quarterly sales targets by 115%, achieving over $2.3 million in sales pipeline revenue.
- Developed and nurtured relationships with C-suite executives and decision-makers, contributing to a 19% increase in enterprise-level sales opportunities.
- Delivered 30% of top-performing qualified leads for the sales team, resulting in a 15% increase in closed-won deals.
- Achieved 115% quota attainment year-over-year, with 9 new enterprise clients added to the sales portfolio in the past 12 months.
Client Consultant
D4 Discovery LLC
01.2019 - 06.2019
- Implemented proprietary technology and onboarded roughly 100+ National/Regional law firms.
- Worked very closely with clients during implementation to create KPIs that are most important to client.
- Managed hundreds of thousands of litigation documents while ensuring security measures were intact.
- Handled additional responsibilities including regional business development and support, marketing and sales strategy and proposal strategy.
Customer Success Lead
SKF Group
06.2013 - 12.2018
- Developed and implemented, in partnership with sales and manufacturing, an improved customer supply chain program resulting in improved lead time, reduction in transportation costs, and the awarding of a $300,000 contract to SKF.
- Participating team member integrating Webchat technology providing SKF Distributors an additional communication tool further enhancing our business relationship.
- Assisted in implementation of Interlynx Lead Management software with management in order to better distribute sales leads in a more efficient, time-saving manner.
Education
Bachelor of Arts -
West Chester University of Pennsylvania
West Chester, PA 05.2001 -
Skills
- Enterprise Account Management
- Strategic Success Planning and Client Onboarding
- Process Improvement and Workflow Optimization
- Retention Strategy Development
- AI Integration and Training
- Cross-functional Collaboration and Team Leadership
- Product Feedback Analysis and Roadmap Contribution
Timeline
Director, Client Success
BizEquity
01.2025 - Current
Senior Manager, Client Success
BizEquity
01.2024 - 12.2024
Client Success Manager
BizEquity
11.2022 - 12.2023
Customer Success Manager
Pavilion
04.2021 - 11.2022
Enterprise Sales Development Representative
BizEquity
07.2019 - 04.2021
Client Consultant
D4 Discovery LLC
01.2019 - 06.2019
Customer Success Lead
SKF Group
06.2013 - 12.2018
Bachelor of Arts -
West Chester University of Pennsylvania
05.2001 -
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