Customer Operations Consultant bringing order to chaos | SaaS CS + Agency leader | Let's build playbooks and increase retention!

💡 𝗪𝗛𝗢 𝗜 𝗔𝗠
I'm Kelly Olson and I’m the founder of KO Knows Consulting where I help B2B clients create predictable revenue, build scalable processes, and increase revenue retention, all while increasing the lifetime value of your clients and customers.

When it comes to how I approach my clients and my work, I believe in three things:

1. How you keep selling to your current customer base is the real way to reduce client churn and operational headaches
 
2. The revenue-generating activities you complete AFTER you make your first sale are the secret to creating scalable revenue that compounds with less effort 

3. Satisfied customers are the best way to mitigate risk in your business, because they’ll more likely to buy from you again and again (instead of having to hustle for every sale)

If you’re ready to optimize your customer renewal process, earn more sales from the customer base you’re already serving, and grow your business with a sustainable + predictable revenue strategy, you’re in the right place. 

❓𝗔𝗦𝗞 𝗠𝗘 𝗔𝗕𝗢𝗨𝗧
- Why the Dollars You Earn After You Close the Deal Will Grow More $$$ Over Time
- The Revenue Indicators That Are Hidden Beneath Your Client Churn
- How To Optimize the First 90 Days After Onboarding a New Customer 
- The 5 Building Blocks That Will Increase The Lifetime Value of Any Customer

❤️ 𝗪𝗛𝗔𝗧 𝗠𝗬 𝗖𝗟𝗜𝗘𝗡𝗧𝗦 𝗦𝗔𝗬
"After four years, we realized we’d reached a critical skill ceiling. Kelly’s impact has been transformative, redefining how we deliver an exceptional client experience."
 -Professional Services Client

"Kelly can triage your needs and work side by side with you to develop the right framework and processes to help you achieve your growth and retention goals."
-SaaS Client

You run a lean team.

What happens when your post-sales leader
the one person on your team who truly owns renewals, escalations, and customer trust needs to take a leave for six months?

Can you afford to simply go without?

Because here’s what I see happen next:

• “We’ll just split his responsibilities across the team for now.”
• “The founder can keep an eye on customers until he’s back.”
• “Support will handle it. It’s mostly tickets anyway.”
• “We’ll revisit process once things stabilize.”

On paper, it sounds reasonable.

In reality, something else starts to break.

Renewals quietly drift closer to churn.
Customer signals stop being captured and shared with sales and marketing.
Escalations feel heavier because no one owns the final call.
Product feedback becomes noisy instead of actionable.
The team starts reacting instead of leading.

We call this Post-Sales Drift.

Post-Sales Drift happens when customer ownership is distributed instead of led.
Nothing explodes, but momentum leaks out slowly and silently.

Here’s why this approach fails.

Post-sales leadership isn’t just execution.
It’s judgment, prioritization, and pattern recognition.

Without a clear owner, risk isn’t surfaced early.
Without a leader, founders stay pulled into the weeds.
Without continuity, you inherit cleanup work later instead of protecting revenue now.

And this is exactly how retention challenges are created months down the line.

The fix? Interim leadership.

Not a temp.
Not “coverage.”
Leadership with accountability.

That’s exactly what my interim post-sales engagements do.
I step in as the owner of renewals, escalations, customer signal flow, and executive visibility so nothing stalls while your leader is out, and nothing has to be rebuilt when they return.

I help early-stage teams navigating leave, transitions, and growth inflection points, maintaining renewal momentum and handing the function back cleaner than I found it.

If this sounds familiar, let’s talk.
Sometimes the smartest move isn’t waiting it out.

Kelly Olson

I found my way to marketing over 20 years ago like many do - serendipitously! - during a move to San Francisco. Since that initial role, I’ve consistently made strategic decisions to grow my skills with roles in financial services, proudly represented my alma mater in a key education marketing role, and moved to Austin to join the agency world. My love of travel and people watching has taught me to see and hear things that most people miss, intuitively processing the smallest details.
 
As a true creator with a growth mindset, I’m currently building the customer success discipline at a Series B SaaS startup. My focus is on building a high-performing team whose skills complement each other, and bringing the voice of the customer back to the product team to influence product growth. Leadership and my direct reports trust me to speak the truth in a constructive and empathetic way to influence positive change. I provide strategic support to help clients make decisions and creatively address their biggest challenges.  I am proud that I intentionally choose connection and anticipate the needs of my team as we work together to create processes and solve problems. Throughout pandemic and economic challenges, I’ve hired, motivated, and retained top talent during times of great uncertainty. 
 
I am an exceptional project manager - able to balance competing demands and efficiently prioritize across teams. As a leader, I’ve truly grown since I became a mom almost 10 years ago which has inspired me to support other caregivers in the workplace by co-founding the first employee resource group for parents and caregivers.  Parenthood has taught me to be a more curious, thoughtful, and flexible human. When I’m not connecting with customers and leading our fearless CS team, you can find me planning my next trip, drinking coffee, watching the Green Bay Packers, and exploring the Texas wine scene.

Customer Growth & Retention Leader for services firms, agencies, & B2B tech | $14M+ generated from my proven strategies | Improved customer experience ➕ efficiency 🟰 predictable revenue & customer outcomes

What can agencies learn from SaaS post-sales?

More than most leaders realize.

Both face the same realities:
• Efficiency pressure
• Retention risk
• The need for predictable, scalable growth

I shared a longer LinkedIn article outlining the 5 Building Blocks I’ve developed across agency leadership and SaaS post-sales to help teams grow Client Lifetime Value without burning out their people.

If you lead an agency or professional services firm and want clearer signals, better focus, and stronger post-sale systems, this article is for you.

Read the full piece below 👇
https://lnkd.in/gbx9PqKB

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