Kaela Doss
Customer Success Consultant
& Executive Coach
About
I’m a Customer Success leader turned executive coach and consultant, passionate about helping post sale teams thrive. With over 15 years of experience leading and scaling Customer Success functions across startups and enterprise organizations, I now partner with early stage tech companies to strengthen their customer experience strategies and develop high-performing leaders. My consulting work often includes collaborating with founders and C-suite executives to restructure CS organizations, improve operational efficiency, drive retention and expansion, and step in as interim leadership during periods of transition or growth.In my coaching work, I support leaders in reaching their full potential in a way that feels authentic to who they are. I bring a grounded, practical approach that blends tactical expertise with broader leadership development, helping clients navigate change, grow their influence, and lead with clarity and intention.Outside of work, I volunteer with Dignity Matters, a Massachusetts based nonprofit working to end period poverty for women and girls, and Rippleworks as a Customer Success advisor, supporting impactful ventures around the world.I live outside of Boston with my husband and two kids, and spend as much time as I can hanging out with family and friends, reading, and experimenting in the kitchen. I hold a BA in Philosophy and Political Science from Fairfield University.
Consulting Services
Engagements are tailored to fit your specific needs, but often include:Org Structure Design / Talent Evaluation / Customer Journey Mapping / Customer Segmentation / Headcount Planning / Defining Key Performance Metrics / Customer Engagement Frameworks and Playbooks / Health Scoring / Change Management / Leadership Coaching
Coaching Services
Coaching is unique to the individual, but often include topics like:Purpose & Fulfillment at Work / Navigating Stakeholder Relationships / Effective Performance Management / Prioritization / Change Management Best Practices / Increasing Scope and Influence / Career Pathing / Authentic Leadership
Contact
Let’s connect.I offer a free 30 minute discovery call to understand what you’re working on, what challenges you're facing, and whether we’re a good fit to work together. From there, we can explore what kind of support makes the most sense, whether that be Customer Success consulting, leadership coaching, or a blend of both.If you’re interested in learning more, please reach out. I’d love to hear from you.
What Clients are Saying
The company I work for hired Kaela as my coach because the organization was scaling and saw it as an investment in me to help me level up and build expertise in Customer Success. To this day, it has been the best professional development of my career. Developing people is Kaela’s superpower. I would come to her with a wide range of challenges, whether it be customer-related, coaching individual contributors, managing managers, managing “up” in the organization, prepping for executive and board presentations, org design, you name it Kaela had a framework and expertise to work through it.
- Morgan
Sr. Director of Customer SuccessKaela's coaching is marked by a strong emphasis on strategic thinking, which was instrumental in helping me get buy in from senior leaders across the business on various initiatives. Her consistent challenges to elevate my thought process encouraged me to go out of my comfort zone and grow professionally.
- Natalie
Head of Customer SupportKaela possesses a rare combination of expertise, empathy, and an innate ability to understand the unique challenges faced by individuals in a leadership role. One of the most remarkable aspects of Kaela’s coaching style is her keen insight into identifying and leveraging my strengths while addressing areas that required improvement. The tailored approach to my specific needs not only accelerated my learning but also fostered a sense of empowerment and confidence in my abilities as a leader.
- Meg
Sr. Manager of Customer Success