Kelly Flones

Head of Customer Success

TRM Labs

Sep 2025 - Current (1 year)

Director of Customer Success Operations

TRM Labs

Aug 2024 - Sep 2025 (1 year 2 months)

Senior Director, Revenue Operations (CS)

Unite Us

Mar 2024 - Aug 2024 (6 months)

Lead Customer Success Operations as part of the Revenue Operations organization at Unite Us for large Customer and Network Success Teams.

Director, Customer Success Operations

Unite Us

Sep 2022 - Mar 2024 (1 year 7 months)

Associate Director of Customer Success Operations

Unite Us

Oct 2021 - Sep 2022 (1 year)

Analyzing segments to gain a deep understanding of our customer base and report on trends, including identifying risks and opportunities Collaborating cross-functionally with Implementation, Marketing, Product, Sales, Operations, and Data teams Building innovative processes and tools to support effective delivery and trackable programs Contributing to a roadmap of customer programs that proactively guide customers through the Unite Us customer journey In partnership with marketing, building targeted nurture campaigns to effectively drive adoption, maturity, and expansion across different customer segments and personas Developing new channels and strategies to reach customers at scale Experimenting with new ideas and tracking results through

Director of Customer Success Operations

TrustRadius

Jun 2021 - Oct 2021 (5 months)

Manager, Customer Success Operations

TrustRadius

Mar 2021 - Jun 2021 (4 months)

Building Customer Success Operations team (incl. Customer Implementation Team) to ensure the customer experience provides excellent onboarding, drives adoption and achieves high client retention. We serve our internal and external customers with processes, tools and services that will reduce barriers to success. TEAM DEVELOPMENT: Hiring effective, process oriented people who are eager to put their analyst minds to work to accomplish our internal and customer facing goals. Building relationships based on trust and collaboration. CUSTOMER EXPERIENCE: Creating and refining playbooks to make our customer experience as effective as possible, while empowering our CSMs to focus on their clients with tools and processes that are easy to put to us

Implementation Project Manager, Team Lead (Remote)

TrustRadius

Sep 2019 - Mar 2021 (1 year 7 months)

• Drive Creation & Execution of Customer Implementation Program. Work with Customer Success Team to run a Customer Success implementation program for new customers. Engaging in meeting cadences, customer touch points, key steps & milestones, outcomes measurements, project management, handoff to CSM. • Own Customer Implementation Process for New Accounts. Work with customers, CSMs, AEs, AMs to complete implementation key steps and handoff to CSM for all new accounts. Push for continuous improvements of process and product support of process. • Create and Execute on Customer Implementation Trainings. Determine what customer trainings are necessary during implementation and what format of delivery is most effective. Provide implementatio

Customer Success Specialist

TrustRadius

May 2019 - Sep 2019 (5 months)

Outcomes Measurement. Working with senior members of the enterprise accounts team to establish and measure critical goals and metrics for success around sourcing and harnessing user reviews as part of authentic voice of the customer programs. Excellent Service. Customer Adoption. Programmatically, proactively, and thoughtfully managing customer adoption, especially sourcing, refreshing, and enriching reviews for enterprise accounts. Continuous Learning. Evolving the use of tech reviews in B2B marketing and sales programs via a combination of experimentation, collaboration, and industry research for enterprise accounts.

M

Consultant

MB IV

Dec 2014 - Dec 2019 (5 years 1 month)

Performed property and project management across business holdings for family-owned development corporation with assets that include state-licensed daycare facilities and several multifamily apartment homes. Rolled out multiple new systems and solutions to upgrade legacy platforms and provided strategic guidance to owners. CLIENT PARTNERSHIP: Partnered with local non-profit and individual clients to help address homelessness in the city through housing resources. -Solved complex problems and met needs of four campus directors, company President and administrators PROCESS IMPROVEMENT: Streamlined listings, leasing, and turnover for entire property portfolio using web app. PROJECT MANAGEMENT: Coordinated construction, renovatio

IT Operations Manager

Logos

Jul 2013 - Dec 2014 (1 year 6 months)

Hired as PM and quickly rose to oversee internal IT operations as direct report to Chief Technologist. Directed transformation projects impacting collaboration, data strategy, and product releases. Responded to internal clients needs (VP, Department Leads, etc), identified problems and advocated for projects necessary to improve their departments from an IT/Infrastructure perspective, driving them from proposal through completion. Recognized and reversed delivery and productivity issues stemming from communication and workflow challenges. (Maternity leave in 2014) DEVELOPMENT: Rapidly promoted in fast-growth start-up environment, taking over progressively larger projects and teams as co-head of IT operations with DevOps manager. –Play

Software Tester

Logos

Mar 2013 - Jul 2013 (5 months)

Executed smoke testing to ensure stability of builds for next stage in testing. Communicated extensively with software development team for flagship Logos platform to establish and log results of prioritization for bug fixes. DOCUMENTATION: Created and published release notes supporting each software build for flagship product. CUSTOMER VALIDATION: Partnered with Beta Testing and other teams to identify and integrate widely requested improvements into SDLC. RELEASE MANAGEMENT: Served as a point person for bug reporting and release readiness planning to ensure preparedness for weekly releases.

Admissions Representative

Charter College

Oct 2012 - Mar 2013 (6 months)

Connect with applicants and partner throughout the admissions and financial aid process. Represent the offerings of Charter College and match students to the best degree program.

Registrar

Charter College

Jun 2010 - Oct 2012 (2 years 5 months)

Recruited to brand new campus as registrar charged with managing degree planning and scheduling for entire student body. Planned all classes to ensure alignment with guaranteed graduation dates to meet requirements of for-profit higher education institutions and meticulously organized 5-week schedules for 200 students. Partnered with campus and corporate leadership to advocate for students and remove barriers to their success. START-UP: Collaborated cross-functionally on development/rollout of policies and procedures for new campus. COMPLIANCE: Served as resident expert on government regulations, advising on best practices, potential roadblocks, and strategic solutions to meet fiduciary and ethical responsibilities. RECORDS MANAGEMENT: Dev

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