Clint Kelson Customer Success Leader | SaaS Growth Strategist | Process

Regional Vice President, Customer Success (West)

Transfr

May 2024 - Current (2 years 3 months)

As RVP of Customer Success at Transfr, I lead an incredible team of Team Leads and CSM's who are passionate about helping our partners succeed. My focus is on delivering real results—both for our customers and the business—by building strong relationships, ensuring smooth onboarding, increasing product adoption, and driving retention and growth. I work closely with cross-functional teams and executive leadership to shape the customer journey, identify expansion opportunities, and ensure we’re continuously delivering impact at scale. Focus Areas & Impact: 🚀 Driving adoption, retention, and upsell strategies across a rapidly growing customer base 👥 Coaching and mentoring Team Leads and CSMs, fostering a culture of accountability, autonom

Director, Customer Success

CaptivateIQ

Jul 2022 - May 2024 (1 year 11 months)

As Director of Customer Success at CaptivateIQ, I led through a period of exponential growth—scaling both revenue and relationships while building a world-class team from the ground up. My focus was on designing a scalable CS organization that not only kept pace with the business but elevated the customer experience at every step. Highlights & Impact: 🔺 Scaled revenue from $1.2M to $30M+ and the customer base from 100 to 800+ clients, supporting ~2,500% revenue growth and 700% customer growth during my tenure 👥 Built the Customer Success org from a team of one to 20+ remote CSMs, driving a 1900% increase in team size and operational capacity 🧭 Crafted and executed the end-to-end Customer Success vision and strategy, fueling strong NRR

Sr. Manager, Customer Success

CaptivateIQ

Aug 2020 - Jul 2022 (2 years)

As Senior Manager of Customer Success, I was tasked with building the function from the ground up—laying the foundation for long-term customer growth, retention, and satisfaction. Reporting directly to the Head of CX, CEO, and later the VP of CX, I pioneered the full customer success lifecycle and led the evolution of the CS team from a one-person operation to a remote team of 20+ CSMs. Key Achievements & Impact: 🚀 Built the Customer Success organization from the ground up, creating the team’s vision, structure, and operations in alignment with company growth 🧭 Designed the end-to-end Customer Success lifecycle, including onboarding, success planning, executive business reviews, and adoption strategies 👥 Scaled the CS team from a solo

Sr. Manager, Customer Success Team

Instructure

Sep 2019 - Aug 2020 (1 year)

-Led the Bridge Success Team, implementing innovative and streamlined processes, including a revamped onboarding system, Bridge Success Newsletter, Virtual Webinar Series, and a Curated Community Space dedicated to our customers. -Successfully managed a portfolio of 650 accounts with a compact team of 3 CSMs.

Manager of Customer Success Strategic/Enterprise

Instructure

Dec 2018 - Sep 2019 (10 months)

-Leadership of an Enterprise & Strategic Customer Success Managers team, focused on delivering outstanding customer experiences and ensuring the successful implementation, rollout, adoption (expansion), and renewal of the Canvas LMS (SaaS). -Spearheaded the recruitment of top-tier CSMs, fostering a dynamic and cohesive team environment. -Implemented professional development and mentoring programs for Customer Success Managers. -Cultivated a team culture that emphasizes smart work, enjoyment, and a commitment to challenging the status quo. -Oversaw team metrics, steering the group towards key performance indicators (KPIs). -Innovated and optimized processes, enhancing team unity by integrating FRONT for customer email communication. -Drove

Manager of Customer Success On-boarding

Instructure

Mar 2017 - Dec 2018 (1 year 10 months)

-Built a new CSM team with the idea of specializing in on-boarding to ensure we make a good impression and bring value immediately to our interactions with our new customers. The team brings a specialist mentality to their interactions with the customers, being able to share best practices, help them avoid obstacles based off their many implementations/on-boarding of previous customers and ensuring a smooth rollout and adoption of the Canvas LMS. Achieved 98% team CSAT score 2018 405 customers On boarded 2018 Achieved 96% team CSAT score 2017 330 Customers On boarded 2017 9 Customer Success Managers

Manager, Customer Success Mid-Market/Enterprise

Instructure

Jan 2015 - Mar 2017 (2 years 3 months)

Leading a team of Customer Success Managers in providing a quality customer experience for our Customers and ensuring their successful implementation, rollout, adoption and renewal of the Canvas LMS. Managed 375-400 customers as a team Averaged 97% team CSAT year over year 5 Customer Success Managers

Customer Success Manager

Instructure Inc

Sep 2013 - Jan 2015 (1 year 5 months)

As a Customer Success Manager (CSM) I worked closely with customers to drive adoption and help the customer realize ROI. -I work as an advocate & liaison on behalf of Canvas customers and work to develop relationships to help customers adopt Canvas to ensure they renew. -I am responsible for overall customer wellbeing by monitoring customer usage and adoption. -Understand customer needs for upsell opportunities, training, professional services, etc. -Responsible for continued land and expand and renewal of account. -Consistently hit the stretch goal for CSAT scores with my customers. -Managed 70+ School Districts and Private Schools.

Director of Admissions

StevensHenager College

Sep 2012 - Sep 2013 (1 year 1 month)

Attract students to the college by directing admissions strategies and promoting the college regionally. Responsible for admissions strategies, communicating and enforcing policies and procedures. Implement recruitment, selection, orientation, training, coaching, counseling, and disciplinary action. Develop admissions plans, schedules, monitor, appraise, review job contributions, as well as plan and review compensation strategies. Develop admissions organizational strategies by contributing information, analysis, and recommendations to strategic thinking and direction. Establish admissions operational strategies by evaluating trends; establish critical measurements; determine production, productivity, quality, customer service and overal

Admissions Consultant

StevensHenager College

Sep 2009 - Aug 2012 (3 years)

-Recruit students through personal contact over the phone, set and attend appointments, e-mail, text messages, print publications, personalized letters and other appropriate forms of communication. -Tour students and/or groups through campus. -Interview prospective students and completes enrollment paperwork in an accurate and timely manner. -Provide preliminary evaluation of academic and other credentials for admission advising and decision-making purposes. -Maintain accurate data in the CRM. -Act as a support with staff and faculty during the recruiting process. -Enroll and start adequate students in appropriate programs. -Exceeded conversion rate goals. -Attend and actively participate in school functions: receptions, marketing events, g

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Account Manager

The Professional Education Institute

Jan 2007 - Aug 2009 (2 years 8 months)

Account management globally for Rich Dad’s Coaching. Responsible for inbound/outbound calls to interview and qualify potential investors. Develop strong customer relationships; strategic, effective and actionable account plans. Manage lead resources effectively to create a healthy pipeline producing sales to exceed quota. Over 31 months I surpassed goal expectations, generated weekly revenues of $15,000.

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Inside Sales Executive

True North Academy

Jan 2006 - Jan 2007 (1 year 1 month)

Account management for a key client; Optionetics Consistent outbound calling to leads; served as an internal sales support. Develop strong customer relationships; strategic, effective actionable account plans. 12 months of highly successful selling and account management. I exceeded monthly quotas and retained an average weekly goal of $22,000 total revenue.

Channel Sales Representative

MarketStar

Jun 2005 - Jan 2006 (8 months)

Account management for Intel product resellers over the southwest regions of the United States. Developed and maintained good working relationships with assigned channel partners. Supported channel partners in their sales processes; maintained accurate & reliable account information. Responsible for driving sales to accounts in developmental and established stages. Provided enthusiasm while making many outbound calls. Log and track all activities. Trusted advisor to over 400 accounts per quarter.

Clint Kelson

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