Melissa Dibernardo

About Melissa Dibernardo

I\'ve been building what\'s now called digital customer success since before it had a name - mostly because customers wanted it and CS teams needed to scale. My background spans customer success and customer marketing, with deep roots in community, communications, and engagement. That combination shapes how I think about CS: as a connected, end-to-end experience rather than a series of disconnected touchpoints. What\'s shifted recently is that the ecosystem has finally caught up. Automation, learning, community, and AI are converging in practical ways that are changing how CS teams operate and prove impact. Right now I\'m building an AI-first, digital CS motion that covers 100% of customers without scaling headcount linearly - turning customer insight into systems that make success more proactive, more scalable, and still human.

Experience

1. Senior Manager Digital Customer Success

   Vertex Inc.

   Jun 2025 — Present

   Building an AI-first CS motion designed to cover 100% of customers without linear headcount growth. Combining automation, digital programs, and community to create a connected, scalable customer experience.

Education

• East Carolina University

  Bachelor of Business Administration (BBA)

• East Carolina University

  Master of Business Administration - MBA, Business Administration

Skills

• Performance Management
• Crm
• Employee Training
• Sphr
• E-Learning
• Blended Learning
• E-Learning Development
• Saba
• Learning Management Systems
• Training Delivery
• Management
• Program Management
• Crm Software
• Recruiting
• Organizational Development
• Training & Development
• Cornerstone Ondemand
• Management Consulting
• Moodle
• Project Management
• Process Improvement
• Talent Management
• Learning Management