Kellen Terrett
Senior Account Manager @Branch
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WORK HISTORY
Senior Account Manager @Branch
Drives the global strategic vision and operational success for the client-facing organization, spanning Technical Account Management and Client Services.Develops and implements comprehensive, long-term plans designed to accelerate Net Revenue Retention (NRR), enhance client advocacy, and scale the team\'s efficiency.Acts as the senior escalation point for mission-critical client issues, ensuring swift, effective resolution and maintaining executive-level trust.Leads cross-functional collaboration with Product, Sales, and Engineering to translate customer goals into data-driven strategies and drive platform adoption
EDUCATION
University of Oregon
Bachelor of Arts (B.A.), Visual and Performing Arts
SKILLS
ABOUT KELLEN TERRETT
With over two decades of experience in customer success, strategic account management, and SaaS leadership, I help growth-focused companies build long-term client relationships that drive retention, revenue, and advocacy.I’ve led customer success strategies for companies ranging from scrappy startups to enterprise-scale platforms like Zendesk, consistently achieving 98%+ Net Revenue Retention (NRR), increasing customer satisfaction scores, and unlocking new upsell opportunities.My strength lies in translating customer goals into actionable, data-driven strategies. Whether I’m leading a team, partnering with Sales or Product, or conducting an Executive Business Review, I bring empathy, structure, and a passion for customer outcomes to every conversation.I’ve built and scaled CS programs, onboarded high-value clients, streamlined time-to-value, and led cross-functional initiatives that move the needle. If it involves solving customer challenges, building loyalty, and growing revenue — I’m all in.Let’s connect if you’re passionate about customer-led growth, SaaS strategy, or just want to talk shop around MarTech, AdTech, or building world-class client relationships.
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