Kelly Pineda
@kellypineda1
I build scalable customer success and onboarding programs that improve retention, adoption, and time-to-value.
United StatesWhat I'm looking for
At Ontra, I lead onboarding for a team of six Customer Success professionals, owning post-sale lifecycle outcomes from implementation through adoption, retention, and data digitization. I built the team’s first dedicated management structure, including individualized development plans that led to an internal promotion within two months.
I’ve designed onboarding tracks and product-launch motions that improved time-to-value and achieved an average Onboarding CSAT of 4.52. I also established Gainsight data standards and account-health playbooks to help teams identify risk proactively and improve retention.
Previously, I owned Customer Success Enablement at Ontra, scaled teams through onboarding and coaching, and reduced new-hire ramp time by 50%. Across Ontra and Morningstar, I’ve managed strategic client relationships, led complex implementations, built playbooks and SOPs, and partnered with Product, Sales, Marketing, and Revenue Operations to turn customer feedback into stronger experiences and growth opportunities.
Experience
Work history, roles, and key accomplishments
Supervise, coach, and develop a team of six Customer Success professionals, owning the full post-sale customer lifecycle. Drove team adoption of Gainsight and built cross-functional feedback loops to reduce onboarding friction.
Owned the Customer Success Enablement function end to end, including content delivery, certification, and reinforcement. Led a cross-sell enablement program and established Gong-based call-review cadences.
Managed a book of Ontra's largest Private Equity clients, owning the relationship and account health across the full customer journey. Drove renewal and expansion outcomes across strategic global accounts.
Developed processes, playbooks, and documentation for strategic implementation and customer journey. Trained 18 experienced private funds attorneys on the Insight platform and digitization of complex legal documents.
Managed a book of business of 100+ clients across prospecting, implementation, steady-state support, and renewal. Provided service and expertise across 10+ Morningstar products and solutions.
Resolved client inquiries across Morningstar Office & Import, Morningstar Advisors App, and Back Office Service Relations, working cross-functionally with data and technology teams.
Education
Degrees, certifications, and relevant coursework
The Ohio State University
Bachelor of Arts, Psychology and Organizational Communication
Bachelor of Arts in Psychology and Organizational Communication from The Ohio State University, completed in 2019.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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