Melissa Kandrach

About Melissa Kandrach

Chief Customer Officer focused on building and scaling post-sale revenue, retention, and the systems that enable durable growth. I work across customer, operations, analytics, and people, designing operating models and teams that turn early traction into consistent performance. My experience spans both zero-to-one build and scaling phases, from standing up functions from scratch to evolving them into structured, high-performing systems. At RCX Sports, I lead the post-sale lifecycle across onboarding, account management, retention, and expansion, along with Business Operations, Analytics, and People Operations. The platform supports 2,500+ league operators and 1M+ youth sports participants nationwide in partnership with the NFL, MLS, MLB, NBA, NHL, and USTA. I have operated as both a builder and a scaler, including as Buzzer\'s first employee bringing a first-of-its kind D2C live sports application to market and scaling a 60-person remote team, and within global platforms like Uber Eats in establishing the enterprise customer success model. I am comfortable getting into the weeds to build what does not yet exist, and focused on creating the structure required to scale.I also bring a creative and human lens to leadership as a 200-hour registered yoga teacher, empowering businesses to foster inclusive, high-performing teams and workplace cultures.

Experience

1. Chief Customer Officer

   RCX Sports

   Sep 2025 — Present

   Chief Customer Officer overseeing the full post-sale lifecycle, including onboarding, account management, retention, and expansion, along with Business Operations, Analytics, and People Operations.Own the operating model and systems that drive participation growth and retention across a national youth sports platform supporting 2,500+ league operators and 1M+ participants- Built and scaled the customer lifecycle function across onboarding, retention, and expansion, improving activation and long-term participation outcomes- Designed and implemented a structured account management model with defined portfolios, performance expectations, and growth targets- Established company-wide operating cadence including OKRs and executive reporting to align teams and drive accountability- Developed analytics and reporting frameworks to track cohort performance, retention, and growth drivers- Led organizational design across customer, operations, and people functions to improve ownership, clarity, and scalability- Partnered cross-functionally with Product, Marketing, and Engineering to improve customer experience and lifecycle engagement

Education

• Babson College

  Bachelor of Science

• Universitat Pompeu Fabra

  Business and Culture

Skills

• Research
• Customer Service
• Recruiting
• Getting the Best Out of People
• Financial Analysis
• Getting the Job Done
• Written & Oral Presentation Skills
• Leadership
• Business Development
• Microsoft Office
• Sales
• Spanish
• Microsoft Word
• Training
• Public Speaking
• Powerpoint
• Microsoft Excel