Melissa Peters

• Rebuilt and scaled the Customer Success organization, recruiting and mentoring a high performing team, establishing repeatable process across onboarding, adoption, and renewal cycles, resulting in 40% faster time-to-value for new customers and 30% reduction in churn.
• Designed and executed a comprehensive, end-to-end customer journey, standardizing engagement touchpoints from onboarding through renewal, improving Customer Satisfaction to 97% and driving stronger executive-level client partnerships during ongoing enablement.
• Implemented data-driven customer health scoring and risk management frameworks, improving data accuracy by 30% and contributing to 23% increase in upsell and cross-sell revenue in the first year.
• Established a centralized analytics and insights program, leveraging customer usage data, adoption metrics, and satisfaction scores to identify expansion opportunities, optimize engagement, and inform strategic decision making.
• Developed and launched customer success enablement initiatives, including playbooks, dashboards and success planning tools, resulting in accelerated onboarding by 25% and measurable improvements in product adoption and renewal rates.

• Increased Net Revenue Retention for my team from 104% to 118% across a $80M+ enterprise ARR portfolio by restructuring account coverage, formalizing adoption plays, and strengthening executive engagement models.
• Improved Gross Rentention from 91% to 96% by implementing data-driven health scoring, renewal forecasting, and proactive risk mitigation.
• Accelerated expansion revenue by 30% YoY through tighter alignment between Customer Success, Sales, Product, and Technical Operations, enabling scalable solutions tied directly to customer outcomes.
• Reduced renewal cycle risk and improved forecast accuracy by standardizing QBR frameworks, delivering executive ready insights on ROI, product usage, and value realization.
• Led and scaled a high performing organization of 10 Principal, Senior, and Customer Success Managers, supporting complex enterprise environments.
• Strengthened executive stakeholder influence by translating complex technical and security requirements into clear business value for C-level, VP, and board-level audiences.
• Embedded analytics into CS operating rhythm, using usage data, sentiment, and financial indicators to prioritize investment, guide roadmap decisions, and surface level expansion opportunities earlier in the lifecycle.
• Built a sustainable leadership pipeline, resulting in 7 internal promotions over 3 years, reducing attrition and increasing team engagement and performance.

In addition to the above:

• Reduced existing customer churn by 18% and increased expansion revenue by 27% in 2023 by designing and executing a Customer Health Index in partnership with Sales, Product, and Technical Operations.
• Exceeded expansion team target by 147% of goal in 2023 by penetrating enterprise customer organizations, uncovering incremental use cases, and aligning expansion motions to measurable customer outcomes.
• Rebranded and repositioned the organization to Customer Success, defining and supporting the shift from reactive support to a value-led operating model focused on adoption, retention, and growth.

• Achieved 110% contract renewal and services upsell, driving revenue growth through proactive customer engagement and value-bases service delivery strategies.
• Designed and executed global service delivery strategies in collaboration with senior executives and key external stakeholders, optimizing outcomes across individual portfolios and team-managed accounts.
• Strengthened customer satisfaction and retention by aligning service delivery outcomes with client business goals and long-term partnerships.

• Acted as the primary point of contact for internal and external stakeholders, strengthening client relationships by driving strategic priorities and identifying growth and expansion opportunities.
• Severed as a trusted customer advocate, developing deep understanding of client organizations, leadership structures, and strategic initiatives to align service delivery with measurable business outcomes.
• Prepared and delivered executive-level presentations showcasing partnership progress, service performance, and demonstrated return on investment, reinforcing value and supporting renewal and expansion decisions.

• Directed sales and production operations across three client sites, driving over $25M in annual advertising revenue through efficient service delivery, cross functional coordination, and performance optimization.
• Led business planning and execution, identifying and capitalizing on emerging market trends (mobile social, and new media) to expand revenue streams and strengthen client value propositions.
• Developed and executed pricing strategies, sales and marketing collateral, and media sales programs, enabling consistent revenue growth and competitive positioning.
• Built and managed strategic network and business development partnerships, increasing market reach and supporting long term revenue sustainability.

• Led the end-to-end execution and optimization of digital experience initiatives for retail and advertising clients, increasing traffic and engagement on-site and through external digital channels.
• Partnered with retailers and brand advertisers to enhance digital touchpoints, aligning experiences with client objectives and driving measurable performance improvements.
• Analyzed site, category, and campaign performance data, translating insights into actionable recommendations that improved customer experience, campaign effectiveness, and overall client ROI.
• Identified and implemented optimization opportunities that strengthened digital performance and supported long-term client growth.

• Designed and executed digital advertising programs aligned with retailer merchandise strategies for top-tier clients, including eBay, StubHub, and GameStop, driving 15% year-over-year engagement growth.
• Measured and analyzed website and online campaign performance, providing data-driven insights to optimize program effectiveness and maximize ROI by 18%.
• Acted as the primary client liaison, collaborating with internal teams to implement strategies that aligned with client business goals, resulting in 100% successful contract renewals.

• Managed the daily and strategic execution of multiple concurrent projects across four key clients, ensuring 100% on-time delivery and alignment with business objectives, contributing to $8M+ in annual client revenue.
• Maintained senior-level client relationships, taking accountability for the full delivery of all campaign components, achieving a 95% client satisfaction score and supporting 100% contract renewals.
• Collaborated with digital media planners, design teams, and content coordinators to deliver web experiences and online promotions, driving 20% increase in user engagement and 15% lift in campaign conversions.