Kelly Lemieux

About

Most Customer Success freelancers talk about ‘experience.’ I talk about protecting revenue, reducing churn, and hitting measurable KPIs every quarter. I help fast-growth companies get onboarding right, track customer health before problems happen, and secure renewals every time. I deliver end-to-end customer success, account management, and support (email, chat, phone) that improves retention and prevents churn before it becomes a problem. I build frameworks, not just responses - including onboarding processes, success plans, risk monitoring systems, and renewal workflows tailored to your business goals. My deliverables include: • Strategic onboarding frameworks • KPI-based retention tracking systems • Renewal planning and execution playbooks • Email, chat, and phone support • Escalation and churn prevention risk alerts

Experience

• Senior Business Development Executive · ComplyAuto2024-01-01 – 2025-04-01

  Spearhead new business initiatives for a leading automotive compliance SaaS provider, managing a fully remote book of business across diverse U.S. territories including scheduling 20-30 appointments per month. Consistently exceed quarterly and annual revenue targets by developing strategic outreach campaigns and leveraging CRM tools for lead generation and pipeline optimization. Maximize efficiency by preparing for and booking pitch meetings with target prospects as well as utilizing lead development best practices with email and phone using enablement technology to connect with new prospects. Build and nurture relationships with dealership owners, general managers, and compliance officers to deliver tailored product demonstrations and compliance solutions.

• Senior Customer Success Manager · Taxfyle2022-08-01 – 2023-08-01

  Lead a portfolio of B2B and enterprise clients, ensuring seamless onboarding, adoption, and retention within Taxfyle’s tax outsourcing SaaS platform. Functioned as liaison between the client and internal team to ensure customer needs and company solutions were aligned. Monitored customer health metrics and usage analytics, proactively identifying risk accounts and implementing targeted retention strategies.

• Business Development Representative · Klara2022-02-01 – 2022-08-01

  Sourced an average of 30-35 monthly interested opportunities for the Account Executive team using consultative selling methodologies. Collaborated with Account Executive and sales team to develop go-to-market strategy, retargeting, and build sales pipeline using Linkedin Sales Navigator and ZoomInfo.

• Sales Development Manager · CarLotz2021-06-01 – 2022-01-01

  Spearheaded the development and execution of strategic sales initiatives as well as managed a dynamic sales development team responsible for generating and qualifying leads, scheduling appointments, and driving new business opportunities for CarLotz retail locations. Implemented CRM best practices to enhance lead tracking, customer engagement, and sales pipeline visibility, improving reporting accuracy and response times. Facilitated all training, mentorship and evaluation of sales development representatives, providing ongoing coaching to improve performance and achieve individual and team KPIs.

• Sales Development Representative · Richards Honda2015-06-01 – 2018-09-01

  Exceeded objectives by proactively engaging in daily outreach, making 80-100 cold calls to both new and existing accounts, and effectively expanding the client base and opportunities. Improved efficiency by addressing customer inquiries regarding products, pricing, and availability, ensuring client satisfaction and fostering trust in our offerings.

Education

• Tulane University - A.B. Freeman School of Business

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