Resume & Bio

I'm Kayla Russell.
SaaS guru and
tech evangelist.

Nearly 9 years in SaaS across customer success, product management, operations and sales. I'm a driver of human centric yet tech forward experiences.

See my work Get in touch
9+
Years SaaS
180+
Brands managed
$3.5m
ARR portfolio
95%+
CSAT
Kayla Russell
Australia
Tech & Automotive industries
About me

Who is Kayla Russell?

Building my career across both the tech and automotive worlds in Australia and Canada, I've picked up a unique skill set that combines savvy business sense, empathetic leadership, and a genuine knack for making things run smoother.

I've led teams across continents and departments. I'm big on communication and collaborative success, and I work closely with clients and colleagues to make sure they're not just supported, but set up for long-term success.

My key drivers: deliver sustainable results, embrace feedback from different perspectives, and utilise technology to make life easier while maintaining human-centricity. I genuinely enjoy nurturing long-term relationships, and I'm proud to call many of my previous customers, friends.

I'm a firm believer in the power of the 1%'ers.

"You'll usually find me in something with an interesting print on it — life's too short for plain clothes."
📣
Evangelism
Championing products, people, and processes with real energy.
🤝
Collaboration
Cross-functional bridge builder across teams and time zones.
🧭
Leadership
Empathetic, accountable, and focused on long-term growth.
Career highlights

What I've actually done.

Eight standout moments from nearly a decade of hands on work across product, success, ops, and sales.

Key contributor in the successful acquisition of Op Central by Ideagen, providing operational insights and strategic information during M&A discussions with C-suite.
Led the scoping, design, testing and delivery of innovative new AI tools, driving the integration of cutting-edge technology into our software platform.
Spearheaded ISO 9001, 27001 & 14001 certifications in 2017, including designing the management system. Passed all audits and recertifications.
Created an extensive Knowledge Base with 120+ functional tutorials, transforming customer experience and reducing incoming support volume.
Grew CS, Support & Onboarding from 1 person (me!) to a team of 7, managing a portfolio of 180+ brands worth $3.5m+ ARR.
Signed $550,000+ ARR in new business and account expansion over 18 months in 2023 to 2024, while also handling Product and CS management responsibilities.
Maintained 95%+ CSAT consistently, regularly receiving positive reviews via surveys and Google from clients across the portfolio.
Created a product roadmap balancing strategic initiatives with customer requests, translating complex priorities into a clear, deliverable plan.
Career journey

How I got here.

I started out balancing 110 service jobs a day in Nova Scotia, which eventually led to SaaS mastery in Melbourne. Different industries, different continents, same baseline: identify what can be streamlined, and do it in a way that considers everyone involved.

2011 to 2015 Honda Nova Scotia
Assistant Service Manager
  • Scheduled and dispatched up to 110 jobs daily for up to 15 technicians, optimising workflow and productivity
  • Processed up to 30 warranty claims daily; negotiated a rate increase adding $48K+ in annual revenue
  • Trained new staff, led hiring initiatives, and developed content for promotions and newsletters
2016 to 2017 Audi & Tesla
Service & Parts Advisor
Audi
  • Autonomously managed all customer interactions, work orders, scheduling, and quote creation ensuring consistently smooth daily operations
  • Built strong client relationships through proactive communication, regularly receiving customer compliments
Tesla
  • Independently managed parts operations across VIC, WA and SA, supporting warehouse stocking, distribution, and shipping and receiving
  • Served as the primary point of contact for parts inquiries across three states, maintaining accuracy and speed under high volume
2017 to 2026 Op Central / Ideagen
Client Success Manager to Head of Product
  • Started as the sole Client Success Manager, evolved into Head of Support & Success, then pivoted into Head of Product while continuing to lead the CS team
  • Key contributor to the acquisition by Ideagen, providing operational and strategic insight to M&A and C-suite teams
  • Post-acquisition, transitioned into Solutions Engineering across multiple Ideagen products
  • Created a full library of resources to empower Revenue and Success teams, and regularly delivered technical demos that told powerful stories and conveyed value
Skills & expertise

What I bring.

A rare combination of technical systems thinking and the human skills that actually make teams and relationships work.

Systems, Products & Skills
The platforms, tools and domains I know well after nearly a decade of hands on work across SaaS, product and operations.
Product Roadmapping Customer Success Onboarding Design Knowledge Base Creation ISO Certification AI Tool Development Solutions Engineering Operations Management Technical Demos SaaS Platforms Account Expansion New Business Sales Revenue Enablement Claude AI Replit Curiosity G-Suite Slack Canva HubSpot ChatGPT Atlassian (Jira, Confluence) Microsoft 365 Salesforce Strategy & Vision Team Coaching Feedback Loops Process Design Technical Documentation
Personality & Attributes
The qualities that strengthen teamwork and make people genuinely enjoy working together. Adaptable, curious, and scrappy.
⚡
Resourceful and scrappy. I find a way. Whether that's navigating ambiguity, learning a new tool overnight, or rolling up my sleeves when there's no playbook to follow.
🎙️
Engaging communicator. I'm outgoing and confident, both in person and digitally. This translates into effective relationship building and sometimes, fun education! Watch a clip ↗
🔁
Relentlessly human-centric. Technology should make life easier, not replace the relationship. I hold both truths at once.
🎯
Strategy meets execution. I can zoom out to set the vision and zoom back in to get it done. Both modes, same person.
🔄
Feedback loops and collaboration. I genuinely believe the best ideas come from listening well and building with others, not just delivering to them.
Reviews & references

What people say.

Don't take my word for it.

Former Manager
"In the 9 years that I was the CEO of Op Central, there was not one decision I made which turned out to be better than to hire Kayla. I have never encountered somebody who is a faster learner, a higher character individual, a more trustworthy or loyal right hand, or a gritty, unrelenting hard worker."
JC
Josh Cairns
Founder & CEO, Op Central
Client
"Kayla is some kind of genius and everyone I have interacted with are super friendly, professional and quick to action. Always prompt with replies and follow ups. She is an absolute champion."
UK
Unity Kaddour
Operations Manager, Explore & Develop
Former Colleague
"It's hard to put into words just exactly how incredible Kayla is at her role. Her passion and dedication is unmatched to any other team member I have ever worked with. Kayla strives to deliver her 120% best effort with absolutely every piece of work she touches."
AL
Alexandra Laurence
Director of Marketing, Astral
Client
"Have been working with Kayla for 3 [now 7] years now and she has been a great resource, support and service provider to our business. Highly recommend her. Very passionate and easy to deal with."
PF
Peter Fiasco, CFE
CEO, Hip Pocket Work Wear
Beyond the resume

The other Kayla.

🌱
Plant parent
35 house plants at last count (some in better health than others). Occasional guest speaker at garden clubs.
🐌
Snail rescuer
I rehabilitate garden snails. I was actually on Millionaire Hot Seat and one of my answers was about snails — highlight of my television career. Watch the clip ↗
✈️
World traveller
12 countries and counting. Japan or South Korea is next on the list. Especially interested in the foods & beverages of each country!
⚔️
AoE III semi-expert
Self-proclaimed expert at Age of Empires III. The qualifier is doing a lot of heavy lifting there.
Get in touch

Let's talk.

Whether you're building a team, exploring a collaboration, or just want to talk SaaS, products, and people. I'd genuinely love to hear from you.

Email me
kayla.russell@rocketmail.com
Connect on LinkedIn
linkedin.com/in/kayla-russell-melb
Visit my business site
laniakeaconsulting.com.au
Resourceful Human-centric Collaborative 1%'er mindset Gritty Enthusiastic Trustworthy Adaptable Resourceful Human-centric Collaborative 1%'er mindset Gritty Enthusiastic Trustworthy Adaptable
Evangelist Fast learner Cross-functional Curious Scrappy Strategic Empathetic Loyal Evangelist Fast learner Cross-functional Curious Scrappy Strategic Empathetic Loyal