Gwen Nellis, PMP

Customer Success · Project Delivery · Product Enablement

I’m a PMP-certified Customer Success Manager with over 10 years of experience driving client success, retention, and project delivery in the music technology space. I’ve managed 200+ clients and helped develop a custom SaaS platform that’s executed over one million contracts. I’m now looking to bring that blend of client strategy and product expertise to an innovative company where I can help scale success.

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About

I align customer outcomes with product capabilities, translate feedback into roadmaps, and lead cross-functional teams to deliver measurable results. I love building repeatable onboarding, clear KPIs, and the playbooks that make success scale.

Location: Open to roles across the U.S. (hybrid/remote)
Certification: PMP – Feb 2025
Industry Focus: Music Technology · SaaS

Skills

Project Management (PMP) Product Ownership & Roadmap Planning Market & Competitive Analysis Client Success & Retention Portfolio Management (200+ SaaS Clients) Onboarding & Training Budgeting & Audits QuickBooks & Financial Management KPI Tracking & Performance Optimization Team Leadership & Mentorship Cross-Functional Collaboration Stakeholder Communication

Experience

Full experience details are in the résumé. Here are some highlights:

Customer Success Manager – Music Technology

Managed a 200+ client portfolio, built onboarding programs, and partnered with product to deliver features used in 1M+ executed contracts.

Product / Ops Partner

Defined KPIs, implemented retention playbooks, and coordinated cross-functional delivery with engineering, sales, and finance.

Projects

Links and screenshots can be added here as they’re available.

Client Success Playbook

End-to-end onboarding process, QBR framework, and retention KPIs packaged for scale.

Coming soon

Contract Automation in SaaS

Partnered with product to ship features supporting 1M+ executed contracts.