Kendra Polefrone
Team Manager, Client Success @Headspace
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WORK HISTORY
Team Manager, Client Success @Headspace
Lead $10M+ book of business across 100+ customers in the mid-market space (<7,500 lives;$250k ARR contracts)• Manage a team of 5 Client Executives focused on retention, expansion, and enablement• Monitor and report on my team’s open renewals and client health, forecasting appropriately with senior leadership and finance, and flagging issues early to create an action plan and mitigate risk• Create processes and efficiencies for our client success org such as all-encompassing playbooks for CE enablement and cross-functional escalation pathways for solving product/member issues• All things people management – hiring, onboarding and training CEs, supporting their growth into more senior level roles, organizing around parental LOAs, delivering quarterly performance reviews, making sure we\'re actioning on constructive feedback, and always elevating, advocating and shouting wins• Hitting, and exceeding, our quota – my team hit 106% in 2025 and 107% in 2024
EDUCATION
The University of Akron
Bachelor of Business Administration - BBA
SKILLS
ABOUT KENDRA POLEFRONE
I\'ve spent my entire 11+ year career in Client Success because I genuinely love turning client relationships into strategic partnerships—the kind that drive real, measurable growth. Today, as a Client Success Leader at Headspace, it\'s all about how I take that passion and scale it across an entire organization.My day-to-day focus is on being a growth and leadership engine:Driving the Bottom Line: I treat my team\'s revenue goal like it\'s my own business. I lead from the front in revenue forecasting, client retention, and ensuring we not only hit but exceed our team quotas consistently. In 2025, my team\'s focus and strategy resulted in hitting 106% of our overall quota (consistent with hitting 107% in 2024). I directly oversee a $10M+ ARR book of business across 100+ clients who are committed to offering mental health and well-being resources to their employee populations.Operationalizing Success: I’m deeply involved in the operational backbone of the CS organization, designing and implementing the scalable workflows and processes that allow us to deliver consistent, high-quality experiences to every client, every time. Think: playbooks that help our team do their jobs more efficiently; Escalation processes and pathways that connect our team with the right folks cross-functionally to get that bug solved quickly, correctly, and with ease for our clients and members. A natural problem solver, I\'ll pick through the details, identify gaps, and make it better. 8+ years in SaaS will do this to you.Building Future Leaders: I believe the best retention strategy is developing people. I\'ve been responsible for hiring, onboarding, and training my team of Client Executives. I directly manage a team of 5 rockstar CEs, have supported the growth of 2 into more senior roles in the organization, and have organized seamlessly around 3 parental LOAs to make sure nothing falls through the cracks. When my team succeeds, the company succeeds.Always Looking Ahead: I am consistently ranked in the highest tier of performance during mid-year and year-end review cycles. I\'m wholeheartedly trusted for my decision-making and problem-solving, and thrive in my autonomy. I look beyond my current scope and actively take ownership of extended team leadership initiatives and strategic projects that elevate the entire Client Success organization.I’m a hands-on leader who knows how to build high-performing teams, protect and grow revenue, and put the operational systems in place to drive client lifetime value. Let\'s connect!
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