Kevin McClelland
@kevinmcclelland
Customer success leader driving adoption, retention, and product-led improvements for SaaS customers.
United StatesWhat I'm looking for
I am a customer success leader with a track record of onboarding and scaling SaaS customers across major cloud marketplaces and CRM ecosystems.
I have driven high retention (~95%) and satisfaction (99%) by owning customer relationships, building tailored enablement resources, and partnering with product and engineering to deliver customer-driven improvements.
My background includes leading trainings, resolving escalations at scale, and using platforms like Salesforce and HubSpot to analyze health and usage to inform strategy and reduce support volume.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Suger.io
Jan 2025 - Present (1 year)
Onboarded 50+ customers to Suger’s SaaS platform across AWS, Azure, and GCP, reducing time-to-launch and maintained ~95% retention by proactively addressing adoption gaps and integration risks.
MILed training and enablement for SMB clients to increase adoption of marketing tools and reduce setup errors, producing tailored resources that cut inbound support requests by ~15%.
Client Account Specialist
ThrivePass
Jan 2022 - Jan 2024 (2 years)
Managed client relationships across Wellness and Tuition portfolios with daily contact, achieving a 99% customer satisfaction rating and implementing onboarding and operational process improvements.
Senior Customer Support Specialist
GearLaunch
Jan 2018 - Jan 2021 (3 years)
Provided high-volume phone and email support managing ~70 emails/day, handled complex orders and escalations while meeting SLA and satisfaction targets, improving retention and repeat purchases.
Education
Degrees, certifications, and relevant coursework
Washburn University
Bachelor of Arts, Sociology
Completed a Bachelor of Arts in Sociology focusing on social behavior and research methods.
Johnson County Community College
Associate of Arts, Liberal Arts
Completed an Associate of Arts in Liberal Arts with coursework across general education disciplines.
Ironhack
Bootcamp Certificate, UX/UI Design
Completed a remote UX/UI Design bootcamp covering user-centered design, prototyping, and visual design principles.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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