avatar for Pat Kelly

Pat Kelly

Sr. Director: Customer Success Operations

Pat Kelly is a Customer Success executive who is passionate about strategy, process and outcomes. Currently the Director, Customer Success Operations at Brainshark, Inc., Pat has held multiple roles within Customer Success and built the first national team of Customer Success Managers at Brainshark. Pat has over 25 years of experience in customer focused roles including the last 17 at Brainshark. As the Sr. Director of CS Operations, Pat is responsible for strategy around the coverage model and load balancing for the team, directing the CSM enablement and readiness program, developing strategy and implementing and managing software systems used in CS and integration with other company systems, coordinating 1:many communications program, providing executive level data and analysis to identify areas of risk and opportunities for growth and is responsible for establishing and maintaining strategic alignment processes with sales, customer marketing, implementation, technical support, engineering and product management. Pat has spoken at the Gainsight PULSE Conference on the topics of Customer Health Scores, Code Red Process and Customer Success Operations role and is a founding member of PULSE Local Boston. He has presented on Developing a Customer Scorecard (2014), Building and Measuring Relationships (2015), and Customer Success Operations: Fueling the Customer Success Engine (2017) at the Customer SuccessCon East Conference. When not focused on driving customer success and retention, Pat can be found watching his high school aged children playing football, basketball, soccer, drums or saxophone.