Kellie Snyder

Kellie Snyder Chief Customer/Operations Officer -•- www.linkedin.com/in/kellieasnyder • Heathrow, FL Dynamic and results-oriented Chief Customer & Operations Officer with distinguished track record of transforming diverse global software and services companies from $50M to $1B+ in revenue, including 4 post-sales transformations leading to a planned exit Expertise spans scaling all aspects of customer experience, optimizing enterprise account management, and driving significant improvements in customer satisfaction, loyalty, and retention. Proven ability to lead large, global teams but also smaller, earlier stage teams; enhance and improve operational efficiency; grow revenue and optimize P&Ls; and successfully integrate acquisitions. Adept at turning around challenging relationships, partnering on sales pursuits, negotiating complex contracts, and fostering cross-functional collaboration to achieve strategic business objectives and sustainable growth. Areas of Expertise Working With Customers: Customer Experience (CX) Strategy & Optimization Success & Relationship Management Relationship Turnaround & Restoration Loyalty & Engagement Strategies Contract Negotiation & Management Driving Results: Revenue Growth & Accountability Enterprise Account Management & Growth (NRR) Retention & Satisfaction (GRR) Operational Building for Scale, Optimization & Efficiency: Pre- & Post-Sales Lifecycle Strategy Management Acquisition Integration & Synergy Realization Operational Excellence & Efficiency Optimization Product Migration & Portfolio Management Innovation & Change Leadership Team Building: Global Team Leadership & Development Cross-Functional Collaboration & Leadership Career Pathing, Skills Development & Training Professional Experience Onapsis Inc., Heathrow, FL Chief Customer Officer May 2022 — May 2025 Joined executive leadership to build Customer Success (CS) and Renewals teams, and enhance Professional Services (PS) and Technical Support (TS), ensuring scalability with company growth for this application security subscription software company. Led global remote team, achieving significant increases in employee engagement. Optimized customer experience by developing and implementing customer success strategies including tiering models, lifecycle journeys, executive/buyer engagement, health scoring, account planning, and reference models. Designed professional services offerings, optimized time-to-value, and aligned bonus plans with corporate objectives. Streamlined technical support by consolidating contact channels and enhancing self-service options. Collaborated with Marketing and Product teams to refine customer outreach and manage product migrations. Delivered quarterly results and progress updates to the Board with actionable insights from comprehensive metric reporting across functions. Achieved 93% gross retention rate on $60M in renewals of subscription-based model by transforming customer success, professional services, and technical support functions with a global team of 50 Minimized churn by implementing a customer 360 view including customer journey mapping and predictive health scoring; assessed Customer Success system options and built out full model in ChurnZero Built customer Renewals team, increasingly improving renewal management and visibility. Improved average time to renewal closure over the first 3 quarters to an average of over 20 days ahead of expiration, and streamlined licensing process in support of ASC 606 compliance Enhanced strategic engagement by establishing and leading the Executive Customer Advisory Board Managed negotiations and contract process including upsell, cross-sell and uplift for quarterly revenue renewal targets Improved the services selling process by implementing new sales collateral, a Services estimating tool, and a Salesforce-based selling workflow with SLAs Improved average time-to-value by 3 months by evolving PS to drive adoption and negotiating Product support for improvements and tool development, and further positively impacted by implementing a utilization model, rebuilding the EMEA PS team, and updating Netsuite for metrics, measurement and financial management efficiency Increased employee engagement scores overall and by over 10 percentage points in 7 out of 19 surveyed categories in first year Streamlined product consolidation and reduced overall product maintenance costs by executing migration and end-of-life plans for 10+ products in close collaboration with Product Delivered one-stop-shop Customer Portal including support case entry with self-serve issue resolution through Salesforce AI-driven knowledge base recommendations, contributing to improved customer satisfaction rate (CSAT) of 96% Salsify, Heathrow, FL VP, Global Professional Services November 2020 — April 2022 Drove revenue, overseeing bookings and profitability while leading global team plus global partner resources for this digital product experience management platform SaaS product company. Developed and refined key business metrics for enhanced forecasting accuracy and measurable business control through data/reporting, fostering a culture of transparency. Restructured and streamlined organization and improved process and tools to bolster pre-sales, delivery, PMO, and RMO functions, and crafted clear career paths and skills to support team development, role clarity, and strategic hiring. Transformed PS P&L of $15M in revenue to breakeven margin in three quarters by executing 12-month strategic plan with global team of 50: Implemented new enterprise-level Professional Services Automation (PSA) system (Kimble, now Kantata) for improved efficiency, project visibility, metrics, and health scoring Launched global RMO and PMO with defined utilization model and project management metrics Built cost-effective model and team in Portugal driving margin improvement Revamped partner subcontracting model by updating contracts, rates, execution, and risk management Enhanced cross-functional collaboration with focus on continuous improvement and successful outcomes including product roadmap for services tools and improvements that directly impacted time-to-value positively Led integration for Services in acquisition of Alkemics, a $17M in revenue French company Deputy, Inc., Atlanta, GA Chief Customer Success Officer Ja January 2019 — December 2019 Led end-to-end customer journey experience and maximized revenue growth and retention for this SaaS workforce management software company. Implemented key initiatives including repeatable services offerings for Sales, improved Customer Success model, online self-serve product training, streamlined support efficiency, revamped contractor model for GDPR compliance and risk mitigation by deploying improved technologies used, business reporting and dashboards. Presented quarterly results and progress to the board. Directed team of 60 employees and 50 remote contractors (technical support) across services pre-sales, customer success, implementation, education, and support in Atlanta, London, Sydney, and the Philippines Mapped current and future customer lifecycle journeys by segment (70K total customers across SMB, Mid-Market and Enterprise) and defined product market fit to support targeted market expansion Worked closely with Sales on pursuit of key Enterprise prospects including large franchise opportunities Executed on 18-month plan to establish robust foundation of people, processes, and technology, including implementing the Kimble PSA system for PS to ensure retention, renewal ($20M ARR), customer satisfaction, NPS and growth Reduced contact channels, optimized usage of Intercom for case management and implemented deflection bots to raise efficiency, maintain cost and absorb additional growth (200K+ cases per year) Secured retention of several Enterprise customers by turning around key accounts and serving as executive sponsor for major opportunities CA Technologies (Acquired by Broadcom, Inc. - Nov 2018), Heathrow, FL VP, North America Services March 2018 — December 2018 Led large team (office-based and remote) plus partner resources to support North America Services Sales, Delivery, and Education transformation as part of an overall global initiative. Executed transition plan for Broadcom acquisition, including completing due diligence and sale of Professional Services segment and directed integration execution. Achieved 135% of margin plan and 100% revenue target in managing $120M in bookings and revenue within first two quarters Expanded services sales team to match territory and capacity plan, developed a commission plan with aligned quotas and targets within the first month, and delivered 90% of first-quarter bookings plan with 67% of planned hires Drove successful renewal and expansion opportunites for largest strategic customers (seven- and eight-figure deals) by executing tightly aligned license and services sales pursuit teams Realigned capacity and restructured roles for 320 person team by conducting talent review of 285 non-managers; rebuilt service delivery to enhance skill development and capacity optimization Restructured Education team to eliminate redundancy with Services Sales and defined new embedded education offerings Executed transition plan of entire Services team to HCL Technologies-led Services delivery partnership Lithium Technologies (Acquired by Vista Equity Partners - Aug 2017), Heathrow, FL VP, Global Professional Services April 2016 — March 2018 Hired by CRO and CEO to improve the Professional Services model, execution and metrics as part of overall successful company exit strategy. Managed bookings, revenue, and P&L with global team of employees and partners (office-based and remote) highlighted by a defined plan to profitable margin. Implemented a services sales function and enhanced pre-sales processes including SLAs for estimates and SOW requests. Championed innovation by collaborating with the Engineering team to enhance products and integrating improvements into product roadmap, driving faster time-to-value and CSAT. Presented quarterly results and progress to the board. Scaled client base by 50% and ARR by 30% through successful transition programs for Lithium’s acquisition of Jive-X software and then Vista Equity Partners acquisition of Lithium Turned around PS P&L of $30M+ at a loss to over 20% profit within three quarters by executing a 12-month strategic plan with a global team of 140 employees plus partners Developed cost-effective, repeatable implementation offerings for both non-recurring and recurring services and training Reduced red project accounts to less than 5% globally and served as executive sponsor for multiple international clients Established global PMO and introduced global utilization and project management metrics improving billable utilization to 65% Revamped partner model by redefining contracts, aligning costs, and adjusting risk scenarios Optimized a cost-effective, global community moderation team as a managed service Marsh ClearSight (Acquired by Riskonnect - Jul 2018), Heathrow, FL Managing Director, Global Professional Services October 2014 — April 2016 Led global team members and partners in consulting, implementation, managed services, training, and support for this risk, safety and claims product company within Marsh and McLennan. Crafted and executed multi-quarter initiatives plan for organizational design, people, processes, tools, and go-to-market strategies in Services, Support, and Education. Improved key metrics including estimating and forecasting accuracy, average project duration, and utilization of internal and partner resources. Transformed 190 person PS team and 60 global partners model to align with company growth, managing $20M revenue Rebuilt organizational structure by hiring several key leadership roles in project delivery, global support, global PMO, RMO, and operations Enhanced pre-sales support and post-sales transition by collaborating with Sales to refine processes and improve service estimation Introduced new packaged offerings and methodologies for repeatable, rapid deployment solutions in PS & Support Optimized the partner model and expanded offshore/off-site footprint in Services and Support Launched ClearSight Academy to formalize internal, Marsh channel, and client training programs Adobe, Inc., Heathrow, FL VP, Professional Services October 2010 — October 2014 Executed successful integration of Day global professional services into Adobe Digital Marketing, enhancing B2B SaaS business growth. Promoted to lead North America Enterpise Services for Adobe Digital Marketing. Collaborated with Sales and Marketing on full lifecycle interactions, focusing on strategic enterprise accounts by building cross-GTM teaming model. Spearheaded offshore team model development and mentorship. Served as executive sponsor for multiple key clients. Integrated Day Software PS team into Adobe Digital Marketing in 3 quarters at 98% retention Generated $120M+ in annual revenue and managed P&L with 20-30% margin as part of $1B Digital Marketing division Led team of 320 consultants globally across six solutions, including onboarding and integrating teams from 5 acquisitions Optimized time-to-value across six product lines continuously narrowing the range of 20 minutes to 400 hours Expanded partner base and built external service delivery capabilities to support overall growth Enhanced management team execution with initiative-based planning, budget management, regular promotion reviews, and strategic cross-functional alignment Day Software (Acquired by Adobe Systems, Inc. - Jul 2010), Boston, MA SVP, Global Professional Services September 2009 — October 2010 Drove PS and Education strategy, as part of executive team, resulting in acquisition by Adobe Systems, Inc. Implemented systems for forecasting, resource requests, staffing, goodwill monitoring, subcontractor management, and contract execution. Collaborated with alliances to develop and enhance partner network programs and approaches. Presented quarterly results and progress to the board. Managed $10M services P&L with 20-25% margin, contributing to overall company revenue of $50M; optimized P&L for 50% year-over-year growth Expanded team to 60 globally (Boston, Switzerland, and remote) for consulting and education delivery; revamped recruiting and onboarding Reorganized EMEA management structure for increased efficiency and led corporate-wide, cross-functional quality initiatives to elimiate client quality issues Revitalized relationships with dissatisfied clients as an executive sponsor, improving customer retention and satisfaction; led cross-functional, executive level initiative to reduce red customers to less than 5% Interwoven, Inc. (Acquired by Autonomy Corp. - Jan 2009), Framingham, MA VP, Professional Services 1999 - 2009 (see Additional Experience) Led global expansion and strategy for professional services, including model development, offering expansion, and new product rollouts. Oversaw global curriculum development and implemented virtual class delivery to meet customer budget constraints. Served as executive sponsor for key clients and worked with Board of Advisors. Key contributor to Interwoven’s acquisition by Autonomy. 10 years and three promotions of progressive growth and achievement across PS and Education Managed P&L of $20M with a 25-40% margin and 120 team members (office-based and remote); total company revenue was $250M at acquisition Exceeded revenue and margin goals consistently; increased average daily rate by over $200 in the last 24 months Designed and launched a consulting off-site model in Bangalore, India, significantly reducing delivery costs Led resource optimization globally and loaned US and India resources to EMEA and APAC as applicable Expanded service delivery capabilities and developed new Enterprise Architecture practice by hiring and training new team Closed and delivered large services deals (up to seven figures) across all offerings Improved team satisfaction 5-15%, per measured category over 24 months, based on externally executed employee survey Executed transition activities as transition team member for iManage acquisition Additional Experience Senior Director, Professional Services / Director, Americas Solution Consulting / Consulting Operations Manager at Interwoven, Inc. (Acquired by Autonomy Corp. - Jan 2009), Framingham, MA Regional Consulting Manager at Radnet, Inc., Wakefield, MA Regional Consulting Manager at Brainstorm, Inc., Cambridge, MA Technology Manager at Physicians Health Services, Trumbull, CT Senior Consultant at Accenture, Hartford, CT Education B.S. in Business Administration with Highest Distinction | Majors: Economics, Management Babson College, Wellesley, MA Professional Affiliations & Advisory Board Work Zorang - Founder Board Advisor (acquired by GSPANN) – | Heathrow, FL | 2023 – 2024 Pavilion Member | Heathrow, FL | 2020 - 2023 Atlanta CS Leadership Forum – Member | Atlanta, GA | 2019 – 2023 ParentFile – Advisory Board Member | Heathrow, FL | 2020 – 2021 PS Village – Former Boston and Atlanta Chair | Boston, MA and Atlanta, GA |-