Meghan McCann

Meghan McCann

Experienced Leader in Customer Success

🌐 LinkedIn 🌐 m3consulting.services

Results-driven Customer Success Leader with 6+ years of experience building and leading dedicated teams.

Profile

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 strong, dedicated Customer Success teams, I possess a deep understanding of customer-centric strategies and a passion for delivering exceptional service.

Work Experience

Founder & Principal Consultant

M3 Consulting July 2024 - Present

Founded and operate an independent consulting practice focused on helping client companies achieve growth and operational excellence.

  • Specialize in enhancing organizational efficiency and cohesion through process improvement, cross-functional team leadership, and effective change management.
  • Provide strategic mentoring and coaching to empower teams, align company objectives, and foster adaptability.
  • Utilize data-driven decision-making, clear stakeholder communication, and robust knowledge management practices to deliver impactful and sustainable improvements tailored to each client's unique needs.

Lead Technical Account Manager

UpGuard | Mountain View, CA October 2022 - May 2023

Led the Americas arm of the Customer Success team, a group of ~8 customer success managers, renewal specialists, and customer support analysts, tasked with providing guidance, support, and mentorship to ensure exceptional customer onboarding, adoption, and retention.

  • Led the Americas CS team, driving exceptional customer onboarding, adoption, and retention.
  • Developed and implemented customer success strategies, which resulted in strong product adoption from customers and consistent NPS scores of ≥95.
  • Worked with customers and internal stakeholders to ensure development aligned with customer needs, encouraging trust in the team and keeping churn numbers low.
  • Collaborated with the technical team, providing expertise to address complex customer issues promptly.
  • Aligned solutions with customer objectives for maximum value and success.

Technical Account Manager

UpGuard | Mountain View, CA November 2019 - October 2022

Leveraged strong customer support, project management, and leadership skills to drive customer success and satisfaction.

  • Assisted customers in understanding and adopting our platform to successfully meet KPIs.
  • Partnered with customers for the lifetime of their engagement with UpGuard, providing a clear point of contact and stability which enabled sustainable progress.
  • Led customer teams in an advisory role by 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.
  • Collaborated proactively with internal teams to ensure customer experience was optimized and users had the tools and functionality needed to achieve success.

Global Support Engineer

UpGuard | Point Richmond, CA July 2017 - October 2019

Provided unparalleled customer support to a diverse portfolio of clients across various industries, such as cybersecurity, SaaS, Gas & Oil, Manufacturing, Technology, Retail and more, acting as a primary point of contact for support queries and issue resolution, 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.

Quality Assurance Engineer

Steris Corporation June 2016 - July 2017

Skills & Expertise

Technical Proficiencies

Zendesk Intercom Asana Jira Office365 / OneDrive Google Workspace Slack Zoom MindTickle Notion Small Improvements ChatGPT GPT4All StableDiffusion

Core Competencies

Leadership Strategy / Strategic Thinking Communication Interpersonal Skills Customer Advocacy Project Management Continuous Improvement CS Metrics/Analytics Process Engineering Process Documentation Customer Relationship Management Team Management Problem-Solving Cross-Functional Collaboration Conflict Resolution Risk Identification/Mitigation Compliance

Education & Training

Texas State University

Mass Communications & Public Relations

2012-2015

Mintable Management Training Course

UpGuard

Successfully completed an intensive management training course during the transition from Technical Account Manager to Team Lead role. Acquired valuable leadership skills, honed managerial techniques, and enhanced decision-making abilities. Applied newfound knowledge to effectively lead and inspire the team, driving enhanced performance and achieving exceptional results.

Additional Experience

UpGuard Success Team Offsite

UpGuard

Orchestrated a highly successful offsite team building trip for the entire US customer success team, skillfully managing logistics and budget. Created a memorable experience that fostered teamwork, strengthened relationships, and enhanced employee morale.

UpGuard Growth Squad

UpGuard

As a vital contributor to the Growth Squad, played a pivotal role in partnering with the CEO to devise and implement cutting-edge marketing strategies. These initiatives fueled business growth, accelerated market expansion, and positioned the company for success.

About Me

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 expectations on cross-functional projects 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.

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