Melissa Hepburn

About Melissa Hepburn

I lead Customer Success for Open Point in North America, helping public agencies, governments, and their communities collaborate more effectively through digital engagement technology.My team supports organizations across the transportation, municipal, and consulting sectors, modernizing public participation, improving transparency, and turning engagement into measurable impact. No two customers are the same, and I’m passionate about using a consultative approach to ensure value at every touchpoint.My focus is on building systems and teams that scale. I coach CSMs to think strategically, design processes that make adoption and renewal seamless, and use insights to drive growth and long-term partnership.With over five years in GovTech and community engagement, I’ve supported hundreds of organizations across North America to do their best work. My goal is to build teams and systems that make great outcomes repeatable for our customers, and for the communities they serve.

Experience

1. Senior Manager, Customer Success - North America

   Social Point

   Aug 2025 — Present

   I lead the North American Customer Success organization for Social Pinpoint and Consultation Manager, helping governments, consultants, and public agencies build stronger, more connected communities through digital engagement technology.My team oversees a multi-million-dollar portfolio of renewals across the transportation, municipal, and consulting sectors. I focus on creating the conditions for both our customers and CSMs to thrive, aligning strategy, process, and culture to deliver measurable outcomes in adoption, retention, and expansion.Key focus areas:• Leading and developing a team of 6 Customer Success Managers across the U.S. and Canada.• Designing renewal and expansion playbooks that scale across verticals.• Partnering with Product and Marketing to translate customer insights into strategic initiatives.• Driving data-informed forecasting, customer health analysis, and value realization programs.• Representing North America in global success leadership discussions and process design.I’m passionate about simplifying complexity, mentoring emerging leaders, and ensuring our customers achieve meaningful community outcomes through technology.

Education

• Smith College

  Bachelor's degree, Portuguese Language and Literature and Political Science

  2012 — 2016

Skills

• Teaching English as a Foreign Language
• Brazilian Portuguese
• Cultural Adaptation
• Powerpoint
• Leadership
• Organization Skills
• Spanish
• Research