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Hi, I’m Kelly Fortin. I’m a customer-focused professional with 9 years of experience helping SaaS customers maximize value and achieve their business goals. I excel at building strong relationships, guiding product adoption, and driving renewal and ARR growth. I’m proficient with Gainsight, ChurnZero, and Salesforce, and I thrive in cross-functional teams to align customer objectives with go-live initiatives and ARR growth.…Hi, I’m Kelly Fortin. I’m a customer-focused professional with 9 years of experience helping SaaS customers maximize value and achieve their business goals. I excel at building strong relationships, guiding product adoption, and driving renewal and ARR growth. I’m proficient with Gainsight, ChurnZero, and Salesforce, and I thrive in cross-functional teams to align customer objectives with go-live initiatives and ARR growth.

KELLY FORTIN

Project Manager, Product Designer, Brand Designer, +2

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Hi, I’m Kelly Fortin. I’m a customer-focused professional with 9 years of experience helping SaaS customers maximize value and achieve their business goals. I excel at building strong relationships, guiding product adoption, and driving renewal and ARR growth. I’m proficient with Gainsight, ChurnZero, and Salesforce, and I thrive in cross-functional teams to align customer objectives with go-live initiatives and ARR growth.…Hi, I’m Kelly Fortin. I’m a customer-focused professional with 9 years of experience helping SaaS customers maximize value and achieve their business goals. I excel at building strong relationships, guiding product adoption, and driving renewal and ARR growth. I’m proficient with Gainsight, ChurnZero, and Salesforce, and I thrive in cross-functional teams to align customer objectives with go-live initiatives and ARR growth.

Available to hire

Hi, I’m Kelly Fortin. I’m a customer-focused professional with 9 years of experience helping SaaS customers maximize value and achieve their business goals. I excel at building strong relationships, guiding product adoption, and driving renewal and ARR growth.

I’m proficient with Gainsight, ChurnZero, and Salesforce, and I thrive in cross-functional teams to align customer objectives with go-live initiatives and ARR growth.

Skills

Salesforce

Data Visualization

CRM

Experience Level

Salesforce

Expert

Data Visualization

Expert

CRM

Expert

Language

English

Fluent

Work Experience

Senior Customer Success Manager at Sonar

October 1, 2023 - October 1, 2023

Cultivated and strengthened relationships with 50+ key clients, driving a 25% increase in customer satisfaction scores and a 15% rise in repeat sales. Led a team in portfolio management, delivering a 50% rise in client satisfaction and exceeding quarterly revenue goals by 25%. Leveraged ChurnZero to monitor renewal rates, achieving a 90% retention rate and forecasting 10% quarterly revenue growth.

Enterprise Customer Success Manager at Sitecore

October 1, 2023 - November 3, 2025

Executed targeted sales strategies in collaboration with the sales department, resulting in a 20% growth in ARR within accounts. Cultivated strong customer relationships to enhance product adoption and renewal, maintaining a 99% renewal rate across the portfolio. Directed cross-functional collaboration to meet customer objectives, achieving 100% of strategic go-live targets.

Customer Success Manager at CallRail

February 1, 2022 - February 1, 2022

Managed quarterly strategic reviews for 75 customers, identifying 30+ actionable improvements contributing to a 10% boost in customer satisfaction. Introduced project management tools improving delivery timelines by 100% and achieving a 90% on-time completion rate. Established a strategic framework for client organization based on ARR, increasing engagement quality.

Senior Operations Analyst at Experience LLC

August 1, 2020 - August 1, 2020

Promoted rapidly from Support Analyst to Senior Analyst in 6 months, achieving 30% performance improvement over team benchmarks. Partnered with NBA, NHL, and Live Nation stakeholders to develop mobile experience solutions, raising operational efficiency by 15% across venues. Transitioned 60 clients to mobile ticketing with 100% adoption and improved user satisfaction by 30%.

Programming and Public Relations Analyst at ESPN

December 1, 2015 - December 1, 2015

Analyzed viewership data to inform targeted recommendations, boosting program ratings by 15%. Directed logistics for a major sports event's press conference, engaging 15+ media outlets and increasing event attendance by 30%.