Kelley Johnson

About

Dynamic Customer Success Director with 10+ years of experience driving strategic value for enterprise and hyperscale accounts in B2B SaaS and AI-powered platforms. Trusted advisor to C-level stakeholders with a consistent record of exceeding NRR targets, leading high-performing CS teams, and translating complex technical capabilities into measurable business outcomes. Experienced in global, multi-stakeholder engagements with expertise in adoption strategy, executive engagement, and risk management.

Experience

• Sr. Customer Success Manager - Strategic Account, Team Lead · Schneider Electric04-01-2025

  ● Team Lead for six Strategic CSMs across NAM region; conduct performance reviews, drive quarterly KPI’s, and set industry standards, including the implementation of Totango across the segment. ● Serve as a trusted advisor to executive stakeholders, aligning digital solutions and physical data center capabilities to customer business priorities and outcomes ● Own end-to-end customer success strategy for an $83M+ Microsoft hyperscale portfolio, driving reliability, adoption, and executive alignment across multiple global business units ● Generated 123% NRR in 2025 through strategic expansion motions, including a $983K upsell. ● Orchestrate multi-business-unit engagement across global teams to deliver a unified experience for Microsoft’s data center portfolio, ensuring operational excellence during critical peak events. ● Developed structured customer lifecycle frameworks to standardize onboarding, adoption, and escalation processes across global teams. ● Develop consultative strategies that translate technical capabilities into measurable business value, influencing C-level stakeholders and fostering long-term partnerships

• Strategic Customer Success Manager · Sisense04-01-2023 – 04-01-2025

  ● Led C-level strategic engagements analyzing enterprise challenges and advising on platform-wide solutions, resulting in a 20% improvement in implementation efficiency ● Managed $8M+ book of business with 106% NRR in 2023; secured expansions and multi-year deals with American Express, Subaru, and Keller Williams ● Developed and implemented customized success plans driving a 40% increase in product adoption and 25% boost in NPS ● Player-coach to three Customer Success Associates; provided strategic guidance and best practices ● Coordinated a cross-functional "red account" initiative, reducing churn by 5% and surfacing key risk trends ● Delivered monthly and quarterly business reviews with data-driven insights that influenced product development priorities and increased retention by 35%

• Sr. Customer Success Manager · Twilio05-01-2022 – 02-01-2023

  ● Drove retention and growth of a $25M CCaaS portfolio managing C-level relationships with Goldman Sachs, Stripe, Target, and Nike ● Exceeded team NRR target of 85%, achieving 137% NRR in 2022 — Twilio President's Club recipient ● Designed and implemented account success plans and risk action plans ensuring retention and risk mitigation ● Articulated value propositions to executive audiences resulting in a 25% increase in feature adoption

• Customer Success Manager · Workday01-01-2022 – 04-01-2022

  ● Drove the development of customer success plans optimizing Workday Strategic Sourcing, resulting in a 25% improvement in procurement process effectiveness ● Implemented a metrics-driven approach, resulting in a 40% improvement in process efficiency and a 20% increase in cost savings ● Developed and executed strategic solution designs with legal and procurement stakeholders, resulting in an increase in supplier diversity and a 30% reduction in contract management costs

• Manager, Customer Success · Dataminr01-01-2020 – 01-01-2022

  ● Led and managed a team of 4 Customer Success Associates (CSA), driving a 10% revenue growth to $7.4M by implementing strategic plans ● Designed and implemented a strategic plan resulting in 95% customer retention rate, providing reliable data for senior management decision-making ● Delivered monthly analytical reports for executive business reviews, utilizing customer usage data to inform data-driven decision-making

• Customer Success Associate · Dataminr11-01-2018 – 12-01-2020

  ● Utilized engagement metrics to customize product education and onboarding strategies for up to 300 users, leading to increased user proficiency and satisfaction ● Managed and expanded a client portfolio, generating $3.7M in revenue from 65+ clients, including prominent organizations such as Home Depot, Paycom, Twilio, DocuSign, DoorDash, and Miami Heat ● Proactively identified and addressed low customer utilization, boosting engagement levels and driving customer success

Education

• CUNY: City CollegeMass Communications
• Parsons the New SchoolDesign and Business Administration

Similar talent on Pangea

Alex C.Customer Success Leader (Strategic Accounts) | 15+ Years | $11M+ ARR | NRR 125%London, UKTodd J.Customer Success & Post-Sale Leader | Head of CS | 25+ Years in Enterprise SaaSNewbury, MAAda N.Enterprise Customer Success Manager | SaaS Renewal & Expansion Leader (7+ Years)Toronto, ONOisin M.Fractional Head of Customer Success | Revenue Infrastructure ArchitectLondon, UK