Tommy Kelvin G.

I help SaaS and subscription-based businesses onboard clients smoothly, keep them engaged, and reduce churn while spotting real opportunities to upsell. Most recently, I worked as a Client Success Manager at Thryv, a CRM platform for small businesses. I managed clients through onboarding and every stage of their journey: driving feature adoption, upselling add-ons, and catching churn risk before it became a problem. Before that, I spent 4+ years in workforce management and real-time operations (forecasting, scheduling, SLA compliance) for U.S. BPO teams, along with experience in phone, chat, and email support. That background means I don't just manage relationships. I understand the operational side of service delivery, so I can tell when it's a process, not just a person, putting an account at risk. I'm fluent in English and Spanish across CRM, email, phone, and chat, and comfortable owning a book of accounts end to end: onboarding, health checks, renewal conversations, and escalation handling. Where I add value: -Client onboarding & activation -Churn prevention & retention strategy -Upselling & account growth -CRM management (client history, notes, task tracking) -Cross-functional coordination with support/product teams -Bilingual client communication (EN/ES) If you need someone to own client relationships and actually move retention and expansion numbers, let's talk. Skills: -Client Success -Customer Retention -Account Management -Client Onboarding -Upselling -CRM Software -Customer Service -Client Communication -Churn Prevention -Bilingual Support (EN/ES) -Workforce Management