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Cormac
Kelly
Sr Director, Customer Success
SurveyMonkey
As the Sr Director, Customer Success at SurveyMonkey, Cormac is responsible for the strategy and execution of their international post-sale organization. His mission is to unify Support and Success to deliver a frictionless experience that protects and grows our global revenue base. His core focus includes: - Commercial Ownership: Directly leading global renewals and expansion strategies to drive Net Revenue Retention (NRR). - Global Scale: Orchestrating AI-driven operations to provide high-touch service at a global scale. - Strategic Growth: Moving beyond problem-solving to build deep partnerships that uncover new value for our customers. - Operational Excellence: Fostering a high-accountability, data-informed culture across diverse international teams. Cormac believes that a world-class customer experience is not just a service: it is a competitive advantage and a growth engine.
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28 May 2026 09:45 - 10:15
Why NRR should be your North Star
In this session, Cormac Kelly, Sr Director of Customer Success at SurveyMonkey, breaks down why Net Revenue Retention has become the clearest signal of a healthy SaaS business and why it now sits squarely within the influence of Customer Success. Rather than treating NRR as a lagging metric owned by finance, Cormac will show how leading CS teams design their operations, customer journeys, and success motions specifically to drive expansion, protect renewals, and increase customer lifetime value. You’ll learn the practical levers behind durable NRR, how to shift from reactive support to proactive value engineering, and how to align customer outcomes directly to revenue growth. Expect real examples, operational insight, and clear takeaways you can apply immediately to your own CS strategy.