Open To Work
SUELLEN J KELLER
Customer Success
Sioux Falls,SD
Summary
Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.
Overview
30
30
years of professional experience
Work History
Principal Customer Success Manager, U.S. Mortgage Division
nCino
03.2022 - Current
- Own and manage a $6M+ portfolio of financial institution clients, including complex and at-risk relationships requiring strategic oversight
- Frequently brought into high-risk or unstable customer situations requiring alignment across executive stakeholders, technical teams, and business users
- Stabilized 5 at-risk customers through targeted intervention, relationship repair, and value re-establishment
- Created 11 expansion opportunities by identifying underutilized platform capabilities and aligning solutions to customer business needs
- Led a mission-critical API transition initiative, achieving 100% engagement across assigned customers and 77% engagement across previously under-engaged accounts
- Conduct Executive Business Reviews to drive adoption, identify ROI, and support renewal and expansion decisions
- Achieved 3.86 CSAT (13.5% above target) with zero detractors across portfolio
- Achieved 95% customer survey completion rate, ensuring strong engagement and actionable feedback
- Influence platform adoption and workflow transformation across consumer-facing digital solutions and adjacent systems
- Support adoption of evolving platform capabilities, including AI-driven functionality and enhancements
- Co-host a monthly customer webinar with 500+ registered participants focused on product enhancements, best practices, and adoption strategies
- Produce a monthly customer newsletter highlighting enhancements, new features, and upcoming functionality to drive awareness and engagement
- Cultivated strong client relationships to enhance customer satisfaction and retention.
Mortgage Loan Originator
CorTrust Mortgage
01.2019 - 01.2022
- Produced $100M+ in total loan volume, with annual production ranging from mid-$20Ms to a peak of $54M
- Managed a high-volume pipeline independently with minimal operational support
- Built consistent referral and repeat business through strong client relationships and advisory expertise
- Developed strong relationships with clients and real estate professionals to facilitate smooth transactions.
Mortgage Sales Manager
Bank Midwest
01.2016 - 01.2018
- Built a secondary market mortgage operation from the ground up, including investor relationships and loan delivery infrastructure
- Established correspondent and investor relationships with U.S. Bank, PennyMac, and Caliber Home Loans
- Developed partnerships with Fannie Mae, Freddie Mac, MGIC, and Arch Capital Group
- Led sales strategy and coached loan officers to improve production, pipeline growth, and closing efficiency
- Led mortgage sales team to exceed monthly targets through strategic coaching and performance analysis.
Director & Mortgage Sales Manager
Home Federal Bank
01.2009 - 01.2016
- Led implementation of a new Loan Origination System (LOS), serving as system administrator and overseeing configuration, adoption, and ongoing support
- Designed and delivered organization-wide training to ensure successful system adoption
- Authored operations manual and workflow documentation, improving consistency and onboarding
- Contributed to development and refinement of mortgage policies and procedures
- Improved Regulation B (ECOA) communication workflows through more efficient, compliant borrower communication processes
- Increased efficiency and turnaround times by aligning internal processes with automated underwriting outcomes
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Education
Coursework - Nutrition and Food Science
South Dakota State University
Brookings, SDCoursework - Sales And Management | Human Resources
Capella University
RemoteSkills
- Strategic Customer Success
- Enterprise Account Management
- At-Risk Account Recovery
- Executive Stakeholder Alignment
- Client Retention & Expansion
- Digital Transformation
- Platform Adoption
- Cross-Functional Leadership
- Workflow Optimization
- Customer Education
- AI Enablement
SELECTED HIGHLIGHTS
- 30+ years across fintech, banking, lending, and real estate
- Consistently trusted with complex, high-risk, and high-visibility customer relationships
- Strong track record in retention, expansion, and customer transformation
- Combines business, operational, and technical expertise to drive outcomes
- Known for direct communication, accountability, and ability to stabilize challenging situations
Timeline
Principal Customer Success Manager, U.S. Mortgage Division
nCino
03.2022 - Current
Mortgage Loan Originator
CorTrust Mortgage
01.2019 - 01.2022
Mortgage Sales Manager
Bank Midwest
01.2016 - 01.2018
Director & Mortgage Sales Manager
Home Federal Bank
01.2009 - 01.2016
Coursework - Nutrition and Food Science
South Dakota State University
Coursework - Sales And Management | Human Resources
Capella University