Customer Success Manager

Meghan McCann

Pinole, CA ***** 510-***-**** ******.*.******@*****.***

https://www.linkedin.com/in/meghan-mccann

Experienced Customer Success Leader

Results-driven and highly accomplished Customer Success Leader with a proven track record of driving customer satisfaction, retention, and revenue growth. With over 6 years of experience in leading successful customer success teams, I possess a deep understanding of customer-centric strategies and a passion for delivering exceptional service.

Throughout my career, I have consistently exceeded customer expectations by developing and implementing tailored solutions to address their unique needs. I excel in building strong relationships with key stakeholders, fostering a customer-centric culture, and aligning cross-functional teams to drive customer success.

My expertise spans the entire customer lifecycle, from onboarding and adoption to renewal and expansion. I have successfully managed large portfolios of enterprise-level clients, consistently achieving high customer retention rates and driving significant revenue growth.

In addition to my strong leadership skills, I possess excellent communication and interpersonal abilities, allowing me to effectively collaborate with customers, internal teams, and executives at all levels. I am adept at leveraging data and analytics to gain insights into customer behavior and proactively identify opportunities for improvement.

As a passionate advocate for customer success, I am committed to driving customer satisfaction, loyalty, and advocacy. I am seeking a challenging leadership role where I can leverage my skills and experience to lead high-performing customer success teams and deliver exceptional value to both customers and the organization.

If you are looking for a strategic and results-oriented Customer Success Leader with a proven ability to drive customer success and revenue growth, I would welcome the opportunity to discuss how my skills and experience align with your company's objectives.

CORE COMPETENCIES

Customer Relationship Management Leadership and Team Management Strategy / Strategic Thinking Communication and Interpersonal Skills Problem-Solving and Solution-Oriented Approach Customer Advocacy Product Marketing Program / Project Management Product and Industry Knowledge Client Management Cross-Functional Collaboration Conflict Resolution Continuous Improvement and Adaptability Customer Success Metrics and Analytics Process Engineering / Documentation Risk Identification / Mitigation Compliance

TECHNICAL PROFICIENCIES

Zendesk Intercom Asana JIRA OneDrive Teams Zoom Slack Google Docs Office365 MindTickle Notion Small Improvements ChatGPT StableDiffusion

EXPERIENCE

UpGuard Inc, Mountain View, CA 07/2017 – 05/2023

Customer Success Regional Lead UpGuard 12/2022 – 05/2023

Led a regional team of [X] technical account managers, providing guidance, support, and mentorship to ensure exceptional customer onboarding, adoption, and retention.

Led regional team, driving exceptional customer onboarding, adoption, and retention.

Developed and implemented customer success strategies, increasing satisfaction and decreasing churn

Collaborated with technical team, providing expertise to address complex customer issues promptly.

Acted as trusted advisor, aligning solutions with customer objectives for maximum value and success.

Technical Account Manager Team Lead UpGuard 07/2021 – 12/2022

Provided leadership and guidance to a team of Technical Account Managers, ensuring their professional development and driving customer success across assigned accounts.

Provided leadership and guidance to Technical Account Manager team, ensuring professional development and customer success.

Managed key accounts, aligning solutions with business objectives for maximum value and satisfaction.

Led onboarding and training of new Technical Account Managers, ensuring strong client relationships and support.

Collaborated cross-functionally, addressing complex customer issues and optimizing processes.

Technical Account Manager UpGuard 05/2019 – 07/2021

Progressed from a Customer Success Specialist role to a Technical Account Manager, leveraging strong customer support, project management, and leadership skills to drive customer success and satisfaction.

Acted as trusted advisor, aligning solutions with customer objectives for maximum value and success.

Led customer training and enablement programs, driving product adoption and proficiency.

Addressed complex customer issues, collaborating with technical teams for prompt resolutions.

Managed and executed complex customer projects, ensuring successful delivery.

Customer Success Specialist UpGuard 07/2017 – 05/2019

Provided exceptional customer support to a portfolio of [X] clients, acting as their primary point of contact and ensuring their success and satisfaction with our products and services.

Provided exceptional customer support, ensuring satisfaction and success.

Conducted thorough onboarding, tailoring implementation plans to meet customer needs.

Delivered product training, enabling customers to utilize features effectively.

Managed escalations, collaborating with teams to resolve issues promptly.

ADDITIONAL RELEVANT EXPERIENCE

Steris Corporation

“Quality Assurance Engineer”

Management Training Course

Special Project – Growth Squad w/ CEO Mike

EDUCATION

Texas State University, San Marcos, TX 2012 - 2015

Mass Communication & Public Relations

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