Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Kelley

Phoenix

Summary

Strategic leader with 15+ years of experience designing, leading, and optimizing digital marketing, customer success, and client retention strategies for SaaS, B2B, and enterprise organizations. Proven ability to lead cross-functional teams, design post-sale client experiences, and drive measurable improvements in adoption, engagement, retention, and revenue. Adept in user journey mapping, service design, UX methodologies, CRM/automation platforms, and voice-of-customer (VOC) initiatives. Enterprise clients include Google, Verizon, HP, and the NFL.

Overview

15
15
years of professional experience

Work History

<ul> <li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li> <li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li> <li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li> <li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li> <li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li> <li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li> </ul>

Multiverse / AdoptionAI
01.2023 - Current
  • Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.
  • Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.
  • Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.
  • Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.
  • Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.
  • Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.

<ul><li>Led program delivery, client experience, and digital marketing curriculum for 100+ Google apprentices, achieving a 99% graduation rate.</li><li>Increased client ARR two consecutive years through delivery excellence, client engagement, and enhanced onboarding design.</li><li>Achieved client satisfaction scores of 9/10 across experience metrics.</li></ul>

Multiverse / AdoptionAI
01.2021 - 01.2023
  • Led program delivery, client experience, and digital marketing curriculum for 100+ Google apprentices, achieving a 99% graduation rate.
  • Increased client ARR two consecutive years through delivery excellence, client engagement, and enhanced onboarding design.
  • Achieved client satisfaction scores of 9/10 across experience metrics.

<ul><li>Designed and built full content and inbound marketing strategy, integrating HubSpot and Google Analytics.</li><li>Developed brand identity and experience blueprint to humanize the brand and drive thought leadership.</li><li>Led website redesign to support brand awareness, conversion, and lead generation.</li><li>Increased LinkedIn followers by 221% and organic impressions by 1,354% in 5 months.</li></ul>

Jaunt - Advancing Technologies for Health
01.2020 - 01.2021
  • Designed and built full content and inbound marketing strategy, integrating HubSpot and Google Analytics.
  • Developed brand identity and experience blueprint to humanize the brand and drive thought leadership.
  • Led website redesign to support brand awareness, conversion, and lead generation.
  • Increased LinkedIn followers by 221% and organic impressions by 1,354% in 5 months.

<ul><li>Designed multi-channel digital strategy that increased lead generation by 1,200% after 18 months.</li><li>Built and optimized marketing automation using HubSpot for lead nurturing, workflows, and lifecycle campaigns.</li><li>Managed global marketing team, executed integrated campaigns, and led website redesign and content strategy.</li><li>Led UX strategy and optimization for new website launch, aligning user flows with brand and lead gen goals.</li><li>Increased lead generation and closed revenue elevated brand to Inc 5000 list (2019 & 2020).</li></ul>

Elevate / A Little Bird
01.2017 - 01.2020
  • Designed multi-channel digital strategy that increased lead generation by 1,200% after 18 months.
  • Built and optimized marketing automation using HubSpot for lead nurturing, workflows, and lifecycle campaigns.
  • Managed global marketing team, executed integrated campaigns, and led website redesign and content strategy.
  • Led UX strategy and optimization for new website launch, aligning user flows with brand and lead gen goals.
  • Increased lead generation and closed revenue elevated brand to Inc 5000 list (2019 & 2020).

<ul><li>Created end-to-end digital and experiential campaigns for Fortune 500 clients.</li><li>Led web optimization projects and user engagement flow design as part of broader marketing strategy to drive lead gen and client engagement.</li><li>Led strategy and execution for Gogo Inflight product launch with American Airlines, improving ROI and driving increased sales.</li><li>Cut agency marketing spend by 5.5% while increasing qualified leads by 9.6%.</li></ul>

EventPro Strategies
01.2011 - 01.2017
  • Created end-to-end digital and experiential campaigns for Fortune 500 clients.
  • Led web optimization projects and user engagement flow design as part of broader marketing strategy to drive lead gen and client engagement.
  • Led strategy and execution for Gogo Inflight product launch with American Airlines, improving ROI and driving increased sales.
  • Cut agency marketing spend by 5.5% while increasing qualified leads by 9.6%.

Education

B.A. - Journalism

Lawrence, KS
Lawrence, KS

International Business Studies

Paderno Del Grappa, Italy
Paderno Del Grappa, Italy

Skills

  • Digital Transformation
  • AI Adoption
  • B2B Professional Services
  • UX Methodologies
  • Executive Stakeholder Communication
  • Cross-Functional Communication
  • Analytics
  • Project Management
  • Digital Transformation
  • AI Adoption
  • B2B Professional Services
  • UX Methodologies
  • Executive Stakeholder Communication
  • Cross-Functional Communication
  • Analytics
  • Project Management

Timeline

<ul> <li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li> <li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li> <li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li> <li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li> <li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li> <li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li> </ul>

Multiverse / AdoptionAI
01.2023 - Current

<ul><li>Led program delivery, client experience, and digital marketing curriculum for 100+ Google apprentices, achieving a 99% graduation rate.</li><li>Increased client ARR two consecutive years through delivery excellence, client engagement, and enhanced onboarding design.</li><li>Achieved client satisfaction scores of 9/10 across experience metrics.</li></ul>

Multiverse / AdoptionAI
01.2021 - 01.2023

<ul><li>Designed and built full content and inbound marketing strategy, integrating HubSpot and Google Analytics.</li><li>Developed brand identity and experience blueprint to humanize the brand and drive thought leadership.</li><li>Led website redesign to support brand awareness, conversion, and lead generation.</li><li>Increased LinkedIn followers by 221% and organic impressions by 1,354% in 5 months.</li></ul>

Jaunt - Advancing Technologies for Health
01.2020 - 01.2021

<ul><li>Designed multi-channel digital strategy that increased lead generation by 1,200% after 18 months.</li><li>Built and optimized marketing automation using HubSpot for lead nurturing, workflows, and lifecycle campaigns.</li><li>Managed global marketing team, executed integrated campaigns, and led website redesign and content strategy.</li><li>Led UX strategy and optimization for new website launch, aligning user flows with brand and lead gen goals.</li><li>Increased lead generation and closed revenue elevated brand to Inc 5000 list (2019 & 2020).</li></ul>

Elevate / A Little Bird
01.2017 - 01.2020

<ul><li>Created end-to-end digital and experiential campaigns for Fortune 500 clients.</li><li>Led web optimization projects and user engagement flow design as part of broader marketing strategy to drive lead gen and client engagement.</li><li>Led strategy and execution for Gogo Inflight product launch with American Airlines, improving ROI and driving increased sales.</li><li>Cut agency marketing spend by 5.5% while increasing qualified leads by 9.6%.</li></ul>

EventPro Strategies
01.2011 - 01.2017

B.A. - Journalism

Lawrence, KS

International Business Studies

Paderno Del Grappa, Italy

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Kelly Kelley