2024 Outstanding Woman in Customer Success: Melanie English
Name: Melanie English
Job Title: Director of Customer Success
Company: Totango
Why she won:
Mel started in CS 7 years ago, and has had a breadth of experience, managing growth and enterprise teams. She has designed many customer experience programs, and most recently, has been standing up a success-focused renewal management strategy that's been implemented by dozens of SaaS companies. Learning how to uncover customer needs and find resulting upsell opportunities as a server and bartender in her early 20's, Mel is incredibly proud of being part of the customer led growth movement. Based out of Ontario Canada, Mel is a proud mom of two, and passionate about mental health, dedicating hours per week to her title of Mindset Coach on her son's competitive hockey team.
These are her achievements:
Inspirational Leader: Melanie leads by example, fostering a positive and growth-oriented environment that motivates those around her. She actively embraces new ideas and challenges, recognizing the importance of continuous improvement in the ever-evolving customer success landscape.
Customer Advocacy Champion: Melanie demonstrates a deep commitment to understanding customer needs and creating a space where value is paramount. She actively contributes to building processes like her renewal management strategy that drive customer success and revenue growth.
Revenue Generation Expertise: Melanie possesses a strong track record of success throughout her 7-year career in customer success. She has managed diverse teams, designed impactful customer experience programs, and most recently spearheaded the development of a successful renewal management strategy adopted by numerous SaaS companies.
Results-Oriented Approach: Melanie draws upon her early experience in uncovering customer needs to identify upsell opportunities, demonstrating her dedication to fostering customer growth alongside the business.
Passionate Advocate: Melanie actively participates in the customer-led growth movement, highlighting her commitment to the field.
From her nominator: “Mel is one of the most dedicated people to her craft. She has a deep desire to help customers and create a space of understanding towards value. She is constantly trying new things to help the business be successful. A success leader that isn’t afraid of failure is the best kind of leader because this space is ever changing. We need more people like Mel who have a “lets try it!” attitude in order to revolutionize this space.”
Congratulations Melanie!
