How to Use Segmentation to Drive Value, Retention and Efficiency with Kelley Turner

Jul 2, 2025

Kelley Turner, SVP of Global Customer Success at Vitally, is a powerhouse in building teams that drive authentic customer partnerships. In their conversation, she emphasizes the need for effective customer segmentation in enhancing value and retention. Kelley balances the roles of automation and personalization for optimum engagement while sharing her unique shift from finance to customer success. Curiosity, creative strategies, and the potential of AI in segmentation take center stage, underscoring their importance in measuring success and nurturing lasting client relationships.

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ANECDOTE

Kelley's Finance-to-CS Journey

Kelley Turner transitioned from finance to customer success to engage directly with customers and influence business outcomes.
She values the intersection of analytics, people, and operations in her CS approach.

INSIGHT

Dual Sides of Segmentation

Segmentation includes operational cost-to-serve and service-based customer needs.
Meeting customers where they are in maturity or industry drives better engagement and value delivery.

ADVICE

Balancing Automation and Personalization

Balance automation and personalization by creating segmented playbooks with persona-specific messaging.
Use personalization in automation to increase customer engagement and relevance.

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In this episode of the Customer Success Pro Podcast, host Anika Zuber and guest Kelley Turner, SVP of Global Customer Success at Vitally, discuss the critical role of customer segmentation in driving effective customer success strategies. They explore the importance of understanding customer needs, the balance between automation and personalization, and how AI can enhance segmentation efforts. Kelley shares her unique background in finance and how it informs her approach to customer success, emphasizing the need for curiosity and engagement in building strong customer relationships. The conversation also touches on measuring success in customer success initiatives and the evolving landscape of customer engagement.

#customersuccessmanager #podcast #revenuegrowth

Chapters
00:00 Introduction
02:54 The Importance of Customer Segmentation
05:57 Kelley Turner's Background and Role at Vitally
08:48 Understanding Customer Success at Vitally
14:51 The Role of Curiosity in Customer Success
18:01 Operational vs. Service Segmentation
20:51 Creative Segmentation Strategies
23:54 Impact of Segmentation on Customer Outcomes
27:06 Balancing Automation and Personalization
29:59 Measuring Success in Segmentation
32:59 Future of Segmentation and AI in Customer Success
36:06 Quick Fire Round with Kelley Turner

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Connect with Kelley Turner:

Email: kelley@vitally.io

Linkedin: https://www.linkedin.com/in/kelleyturner/

Kelley Turner is a seasoned leader in Customer Success, currently serving as SVP of Global Customer Success at Vitally. With a career spanning across multiple industries, Kelley is known for building high-performing teams that deliver measurable value and lasting customer partnerships. At Vitally, she leads the full post-sale experience—spanning onboarding, support, education, and CSM teams —to drive retention, expansion, and strategic impact across the customer base.

Prior to Vitally, Kelley held executive roles at Iterable, Guild Education, and Kapost, where she managed portfolios exceeding $200M ARR, built customer success functions from the ground up, and championed initiatives around DEI and employee development. Whether scaling customer teams, driving retention, or mentoring future leaders, Kelley is driven by the belief that customer success is everyone’s business.

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