Shelly Roh

WORK HISTORY

SKILLS

ABOUT SHELLY ROH

Shelly is a Global Customer Success and SaaS leader with 17+ years of experience shaping strategy, developing departmental business plans, and ensuring cross-functional alignment, including go-to-market strategy with B2B client management and client relationships. Her background is in scaling customer success and post-sale departments for early-phase SaaS companies resulting in an increase in ROI that supports product adoption, customer retention, expansion, advocacy, and reduction in churn. She has developed Customer Success departments from the ground up while leading key initiatives like companywide product and feature enhancement migrations, playbook creation, customer journey mapping exercises, early alerting system development, CSM trainings, onboarding new hires, onboarding post acquisition staff into existing company eco-system, developing onboarding guides, and predictable revenue forecasting. Awards of excellence include: Outstanding Sales Excellence Awards, Account Manager of the Year Key Skills: Team Leadership, Remote Team Leadership, Leading team of leaders, SaaS / Cloud Software Adoption and Optimization, Customer Success Management, Account Management, Relationship Management, Staff Development and Team Building, Strategic Account Planning & Success Measurement, Developing and evaluating team KPIs to ensure consistent success targets, Customer Adoption, Customer Expansion, Customer Retention, Contract Renewals, Cross-sell and Up-sell Advocacy, NPS