Open to opportunities

Kevin Fellows

@kevinfellows

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Dynamic Customer Success Leader with 8+ years of experience driving client outcomes in SaaS.

United States

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What I'm looking for

Seeking a role that allows me to leverage my expertise in customer success to drive strategic growth, enhance client outcomes, and deliver measurable ROI in a collaborative and innovative environment.

As a seasoned Customer Success Leader, I bring over eight years of expertise in SaaS, specializing in driving client outcomes and strategic account management. My proven track record includes boosting Annual Recurring Revenue (ARR) growth, enhancing client retention, and ensuring high solution adoption rates for both enterprise and SMB clients. I excel at delivering data-driven insights, conducting C-suite presentations, and leading cross-functional teams to exceed customer goals.

Throughout my career, I have successfully managed diverse portfolios, from 40 key accounts to 150+ SMBs, consistently achieving high retention rates and client satisfaction. My approach involves proactive engagement, tailored strategies, and innovation to deliver measurable ROI. I am passionate about empowering clients through training and webinars, ensuring they maximize platform capabilities and achieve tangible results.

I have a strong background in strategic planning and execution, having developed customer discovery metrics and story roadmaps that significantly enhanced ROI and platform utilization. My ability to strengthen strategic partnerships and influence product roadmaps has been recognized with awards such as the Top Growth and Retention Attainment Awards in 2022.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Espresa

Jan 2024 - Present (1 year 4 months)

Lead strategic customer relationships across 40 enterprise accounts totaling $3.2M in revenue. Supported 8 Fortune 500 HR teams in launching global wellbeing, recognition, and engagement programs. Drove $350K in expansion revenue by increasing program participation and platform adoption.

Customer Relationship Management Revenue Growth Program Management HR Technology Client Engagement Workflow Automation Strategic Planning Data Analysis

Customer Success Director

HireVue

Jan 2022 - Jul 2023 (1 year 6 months)

Owned a $4.5M portfolio of enterprise clients across healthcare, government, and global enterprise segments. Helped clients optimize hiring using on-demand interviews and automation, improving time-to-fill and candidate experience. Closed $504K in expansion in FY22 and achieved 123% net revenue retention.

Portfolio Management Client Optimization Interview Automation Revenue Retention Strategic Advocacy Cross Functional Collaboration Customer Insights

Customer Success Manager

Relode

Jun 2020 - Jan 2022 (1 year 7 months)

Managed a $3.8M book of business across 70+ hospital systems and healthcare organizations. Partnered with HR leaders to adapt hiring strategies using market data, salary insights, and DEI benchmarks. Enabled faster hiring by cutting time-to-fill by up to 60% through tailored onboarding and consultative planning.

HR strategy Business Management Market Analysis DEI Initiatives Onboarding Optimization ATS Integration Consultative Planning

Strategic Account Manager

Hurdl

Jan 2017 - Apr 2020 (3 years 3 months)

Drove onboarding and campaign execution for entertainment and venue clients, achieving 92% product adoption. Created SMS-based audience engagement workflows that increased participation by 25%. Presented post-event impact reports that tied campaign metrics to business outcomes.

Account Management Campaign Execution Audience Engagement Product Adoption Data Reporting Workflow Creation Client Relations

Territory Sales Assistant Manager

Traeger, LLC

Apr 2014 - Dec 2016 (2 years 8 months)

Managed a three-state territory and consistently exceeded annual sales targets by 40%+. Partnered with national retail accounts including Cabela’s and Bass Pro Shops, contributing to $15M+ in annual revenue. Built regional campaigns that improved in-store presence and demo performance.