Kelly Olson
Fractional Chief Customer Officer
Partnering with Founders, CEOs, and GTM leaders, Kelly’s blend of marketing agency and SaaS customer success leadership expertise ensures robust collaboration across post-sales teams to drive retention and foster growth. Her customer strategies are built on scalable process foundations, leveraging key use cases and segmentation to accelerate time to value.
Kelly has an innate ability to focus on the outcome: starting with the why and then enabling the how through efficient growth, removing roadblocks, and ultimately retaining and expanding your customers. She listens for the smallest details from your team and turns them into opportunities for customer value and adoption.
Bring Kelly on your team to transform chaos into order and leverage her expertise in building departments from the ground up.
"Let the customer's voice be your guide;
in their words, find the path
to improvement and growth."
Kelly Olson
Education
1999
University of Wisconsin-Madison
Bachelor of Arts (B.A.),
Political Science and Business Certificate
Experience
Since 2023
2021-2023
2007-2021
THE
NUMBERS
GROWTH
$14M
Established partner program that generated $14M in revenue over 4 years.
SATISFACTION
10%
Increased agency satisfaction by 10% through process improvement initiatives.
CUSTOMER ACCOUNTS
50+
Scaled CS operations with automated outreach and tech-touch playbooks.
ECONOMIC DOWNTURN
$5M ARR
Implemented renewal pipeline forecasting to maintain stable ARR despite macro-economic conditions.
Agency Client
Kelly is one of the most diligent, thoughtful, and forward-thinking strategic operations leaders I have worked with. She is especially adept at anticipating needs, questions, and bringing solutions to the table when there are challenges. Not only does she go above and beyond in her role, but she is also a delight to work with on a day-to-day basis.
SaaS Customer
What truly set Kelly apart was her hands-on approach. She not only worked alongside her customers but also coached us through a dual lens—strategic and tactical.
I could always rely on her for constructive feedback and best practices, making our collaboration beneficial to our business and enjoyable!
Agency Client
Kelly is a highly organized and detail oriented individual with a deep understanding of customer needs.
She looks at processes and programs always with a critical eye to ensure they meet the needs of the business and the customer while also being open to new ideas and recommendations.
Thought Leadership
5 Core Principles for Tech Startups and Agencies
When I’m working with clients, we focus on how to stop fighting fires and build efficient post-sales customer experiences and scalable processes. That supports customers who achieve their outcomes and predictable revenue. When starting from the ground up, I continue to return to these 5 guiding principles.
