Kelly Kapoor
Senior Director, Evisort Customer Success Client Relationship Strategy Customer Resolution @Workday
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WORK HISTORY
Senior Director, Evisort Customer Success Client Relationship Strategy Customer Resolution @Workday
Charlotte, NC, US
Formerly Evisort, acquired by Workday. Oct. 2024) Recruited to stand up the Strategic Customer Success team and promoted due to expert team leadership and increased sales, I now oversee team leads, customer success managers, and customer accounts generating over $26M in annual recurring revenue (ARR). Governing full contract lifecycle management, I develop and execute strategic plans across customer retention, satisfaction, and sales growth. Mapping the customer journey and continually improving processes for efficiency and consistency ensures constant progress. My role includes hiring and training top-tier talent to exceed client and company expectations, mentoring them for success. Updating playbooks and best practices reduces the training time. EXECUTIVE LEADERSHIP: Optimized Dollar & Client Retention Rates, Building Customer-Centric Team That Protects Profits | Client Relationship Strategy | Customer Onboarding & Upselling | Risk Assessment & Mitigation SELECTED ACCOMPLISHMENTS: Tripled revenues and increased customer satisfication and retention rates. Steered rapid and effective customer issue resolution, collaborating cross-functionally to deliver ideal solutions. Managed and retained key accounts—valued from $750K to $3M—via stellar relationship development. Developed digital touch motion for medium- to high-touch interactions, increasing product adoption rates. Met or exceeded 85% gross dollar retention rate and 85% customer satisfaction (CSAT) score, optimizing renewal rates and establishing procedures to exceed customer expectations.
EDUCATION
Johnson & Wales University
Bachelor of Science - BS, Business Administration and Management, General
SKILLS
ABOUT KELLY KAPOOR
I’m a Customer Success and Transformation Leader passionate about helping organizations turn customer value into sustained business growth. Over the past decade, I’ve led global teams and enterprise programs that strengthen retention, scale operations, and drive measurable revenue impact—most recently as Sr. Director of Customer Success, Evisort (now Workday), where I built the Strategic Customer Success function from the ground up, tripled revenue across major accounts, and delivered 20%+ improvements in retention and satisfaction.My background spans Customer Success, Operations, and Strategic Program Management in high-growth SaaS and Fortune 100 companies like DocuSign and Walmart. I bring a rare mix of operational rigor, cross-functional collaboration, and customer empathy—turning insights into execution that fuels both client outcomes and company profitability.Today, I’m focused on leading organizations through their next stage of growth—whether that’s scaling global success teams, unifying customer experience strategy, or building the next generation of data-driven engagement models.Core Competencies: Customer Success Strategy • Revenue Retention & Expansion • Digital Transformation • Global Operations Leadership • P&L Oversight • Team Development & Culture Building • Customer Journey Mapping • Executive Stakeholder Engagement • Data-Driven Decision Making • Enterprise SaaS • Change Leadership RECENT CAREER ACCOMPLISHMENT HIGHLIGHTS: Improved customer gross retention by 20%, generating $2.5M in incremental annual revenue. Decreased overall expenses 10% while increasing quality of service. Rebuilt Customer Success team and reengineered processes, while driving team engagement & culture development PAST CAREER ACCOMPLISHMENT HIGHLIGHTS: Managed project portfolio of $400M (operating) and $120M (capital)| Performed strategic planning for 235+ global projects with budgets up to $700M | Oversaw 20+ ROI-focused programs at $5M–$120M | Built/unified global teams of 100+
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