Mallory McKenna

Customer Success leader with 8+ years of startup-stage SaaS experience, known for building teams, processes, and customer journeys from the ground up. At Chowly and SpotHero, I’ve operated across Customer Success, Support, Product, and Go-To-Market strategy — helping launch new products, lead rebrands, and transform customer feedback into strategic company action. I thrive in fast-paced, high-growth environments where resourcefulness, creativity, and resilience drive results. Passionate about scaling what works, fixing what’s broken, and building teams that lead with empathy and ownership.

• Led team through full company rebrand and new product launch in 2025.
• Built and scaled onboarding and retention processes from scratch, improving consistency and visibility across Customer Success.
• Partnered directly with C-Suite to redefine CS metrics and cross-functional collaboration standards.
• Scaled from Chowly’s early startup days to Director of CS, leading a team of 4 CSMs managing $1.5M in ARR while collaborating daily with the CRO, C-Suite, Product, and Dev teams.
• Drove the rebrand and go-to-market launch of Chowly’s flagship platform in 2025, aligning Customer Success, Product, and Marketing to ensure adoption readiness and rollout success.
• Built onboarding, retention, and customer health frameworks from scratch — establishing consistent visibility into renewals, engagement, and product adoption.
• Partnered with leadership to improve cross-department communication, implementing new processes that enhanced collaboration and customer feedback loops.
• Promoted three times in seven years through hands-on ownership, creative problem-solving, and a track record of delivering stability through uncertainty.

• Provided responsive, empathetic support via phone and email, resolving inquiries and issues to ensure a high level of customer satisfaction.
• Managed 100+ customer interactions daily, balancing efficiency with a strong focus on communication and positive customer experiences.
• Trained new hires and acted as a peer mentor, fostering collaboration and shared learning within the support team.
• Utilized Zendesk and Salesforce to document, track, and resolve support tickets, maintaining accuracy and timely follow-up.
• Gained foundational insight into customer empathy, operational process, and product communication — experience that shaped a long-term career in Customer Success and leadership.