Danielle McNally-Souza

About Danielle McNally-Souza

I am a senior leader with extensive experience driving customer success, support operations, and product strategy. Throughout my career, I’ve led cross-functional teams across Account Success, Support, and Product, uniting customer insights with business objectives to deliver measurable impact on retention, growth, and client satisfaction.As VP of Account Success, I scaled onboarding, renewal, and churn-reduction programs that improved client health, strengthened partnerships, and drove recurring revenue growth.As VP of Support, I built high-performing teams focused on excellence in CSAT, first response time, and resolution time. I also implemented scalable bug reporting and escalation processes, creating tighter alignment with Product and Engineering while turning customer feedback into actionable improvements.As VP of Product & Support, I bridged customer experience with product innovation. I managed the full product lifecycle, analyzed customer data to prioritize the roadmap, and partnered with go-to-market teams on product marketing and adoption strategies. By connecting support insights with product development, I ensured features solved real customer needs while support operations delivered industry-leading service.Across all roles, my focus has been on building systems, teams, and strategies that reduce churn, increase retention, and position the customer experience as a core driver of growth.

Experience

1. SVP Product & Support

   Upper Hand

   Oct 2021 — Present

   Lead the intersection of customer experience and product strategy, ensuring that every stage of the client journey — from support to product adoption — was aligned with business goals and customer needs. My role combined operational excellence in support with strategic ownership of the product roadmap and lifecycle management.Key responsibilities and achievements include- Overseeing support operations, driving improvements in CSAT, first response time, and resolution time, while implementing scalable bug reporting and escalation processes- Managing the full product lifecycle — from ideation to launch to iteration — ensuring features delivered measurable value- Analyzing customer feedback and usage data to inform roadmap priorities and advocate for client needs- Partnering with marketing and sales to position new features and drive adoption through effective product marketing strategies- Building cross-functional alignment between Support, Product, Engineering, and Customer Success to reduce churn and increase retention- Leading and mentoring teams across support and product functions to foster a culture of customer-centric innovation.By uniting support insights with product development, I drove customer satisfaction, retention, and growth while delivering a product roadmap that evolved with client and market demands.

Education

• University of Ulster

  Master's degree, Sports Management

  2014 — 2015

• Indiana University Bloomington

  Bachelor of Applied Science (BASc), Human Development and Family Studies

  2010 — 2014