Kelly G.
Senior Customer Success Manager
Open to offersNew to PlatformAbout
Michaela “Kelly” G. is a seasoned Customer Success Manager with over 20 years of experience in the SaaS industry, focusing on client growth and relationship management. Her recent role involved managing a portfolio valued at £2.4 million in ARR, overseeing 160+ international partner accounts in a global HR tech and wellbeing SaaS startup. Kelly played a pivotal role in onboarding, adoption planning, and retention strategies, leveraging her expertise to simplify complex processes and improve customer adoption through clear communication and cross-functional collaboration. Her ability to build trusted relationships extends across senior leadership, HR stakeholders, and finance teams in diverse regions including the UK, Europe, the Middle East, Asia, and Australia. Kelly is proficient in using tools like HubSpot, ClickUp, and CRM systems and holds significant experience in portfolio management, commercial account growth, and operational improvement. She is currently seeking flexible remote opportunities to continue her impactful work in customer success and SaaS support.
Experience
Partner Growth Manager / Customer Success Manager
Plumm · 2023 — 2025Managed a portfolio valued at £2.4m ARR comprising over 160 global partner accounts, overseeing requirements for renewals and support while prioritizing adoption efforts. Collaborated with senior leadership on strategies for customer retention and operational enhancements. Assisted with onboarding and implementation processes, providing demos, workshops, and customer training. Conducted monthly and quarterly strategic business reviews, utilizing reporting insights to monitor engagement and plan next steps. Supported clients with the integration of HR workflows including HRIS, LMS, ATS, payroll, and wellbeing tools. Established robust relationships with HR, Operations, Finance, and leadership stakeholders across various regions including the UK, Europe, Middle East, Asia, and Australia. Worked alongside Product, Engineering, Implementation, and Support teams to address issues and enhance the customer experience. Encouraged coaching and collaborative efforts within the wider Customer Success team in a dynamic startup setting.Regional Business Development Manager
DC Thomson · 2019 — 2023Functioned within a leading multi-platform media organization in the UK. Focused on selling integrated advertising campaigns that spanned digital, print, radio, and online channels. Cultivated relationships with significant advertising and PR agencies throughout Scotland and the UK. Designed strategic marketing campaigns and multi-platform advertising solutions while collaborating closely with creative, editorial, and digital teams to execute successful initiatives. Handled management of pipelines, renewals, forecasting, and commercial reporting, achieving revenue growth through consultative sales and effective relationship management.Global Sales & Marketing Manager
Aiken Group · 2014 — 2019Reported directly to the CEO at a specialist oil and gas service company, spearheading sales and business development efforts both in the UK and internationally. Oversaw global client relationships while developing commercial growth strategies. Identified new opportunities in international markets, including Azerbaijan and offshore regions. Drove marketing initiatives across various channels such as digital, print, PR, exhibitions, and events. Managed proposals, tenders, and presentations alongside commercial negotiations, fostering strong relationships with clients, suppliers, and stakeholders on a global scale. Contributed significantly to business diversification and commercial expansion.Senior Account Manager
Exterion Media · 2010 — 2014Handled advertising accounts within outdoor and media advertising sectors. Fostered relationships with agencies, local businesses, and commercial stakeholders. Delivered advertising solutions tailored to meet client campaign objectives while managing negotiations and pursuing account growth opportunities.