Kyle Shortt
Director of Customer Success & Operations @Forge
Signup · Get unlimited contacts
WORK HISTORY
Director of Customer Success & Operations @Forge
Calgary, AB, CA
Customer Success Leadership- Oversee the full CS department, ensuring consistent client performance, proactive communication, and strong retention- Create leadership frameworks, training systems, and SOPs that uplevel execution and improve client outcomes- Step into escalations to stabilize underperforming accounts and prevent churn, while improving internal diagnostic workflows (copy, targeting, offer, deliverability).Operational Infrastructure & Standard Operating Procedures- Build and optimize scalable systems across client onboarding, campaign execution, diagnostics, and reporting- Partner with Business Systems & Tech Ops to align internal tools, automations, CRM workflows, and deliverability processes with CS needs- Lead cross-department operational initiatives designed to improve efficiency, reduce friction, and improve communication.Team Leadership, Growth & Enablement- Drive hiring, onboarding, and continuous development for Customer Success Consultants and emerging team leads- Promote a values-driven culture anchored in intentional communication, accountability, ownership, resourcefulness, and authenticity- Mentor high-performing team members with a focus on future CS Team Leads & Managers.Strategic Planning & Organization-Level Decision Making- Advise executive leadership on service evolution, capacity planning, and changes required- Lead execution of internal improvement projects across CS, Ops, and GTM functions- Solve operational bottlenecks, create efficiencies, and ensure cross-team alignment.
EDUCATION
Canadore College
Bachelor's degree, Advanced Marketing & Advertising
Nipissing University
Bachelor's degree, Health and Physical Education/Fitness
ABOUT KYLE SHORTT
I’m a values-driven, results-oriented leader at Forge Strategy, where I combine operational strategy with intentional communication to build systems that drive performance and people development.I manage everything from hiring and onboarding to streamlining SOPs and turning around struggling accounts. I host plenty of team meetings per week to ensure communication is tight, building clarity, momentum, and trust with my team. I believe that great leadership is rooted in clear expectations, sincere conversations, and systems that enable, not exhaust, your team. Communication isn’t just a tool for me, it’s the foundation of retention, growth, and culture.Whether I’m mentoring new hires, supporting struggling accounts, or reworking internal processes, I lead with integrity, empathy, and a relentless drive to improve how we show up for each other and for our clients.If you\'re passionate about authentic leadership, communication-first culture, or scaling business and operational efficiencies without losing your soul, let’s connect.Feel free to connect or reach me directly at k•••@forgestrategy.ca.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.