Michelle Winters

WORK HISTORY

EDUCATION

SKILLS

ABOUT MICHELLE WINTERS

MICHELLE WINTERSScaling CX & CS Teams at High-Growth Startups | Director of Customer Experience & Success P R O F E S S I O N A L O V E R V I E WAccomplished professional with 12+ years of leadership in the global SaaS industries. Recognized Customer Success Leader with expertise in strategic customer relationships, growth and retention, fostering product adoption, and team collaboration. Known for integrity, professionalism, and accountability in building high-performing teams and exceeding key performance metrics.C O R E C O M P E T E N C I E SAction Oriented Process Optimization Business Forecasting Renewal ManagementTeam Management Performance Improvement Persuasive Communication Strategic Thinking Culture Development Empathy Relationship Building Program Management L E A D E R S H I P S K I L L S Lead and mentor high-performing teams of customer success managers, fostering a collaborative and results-driven culture that consistently exceeded customer satisfaction targets.Identifies areas for improvement in customer success processes and workflows, implementing enhancements to optimize efficiency and effectivenessUtilizes data analytics to gain insights into customer behavior, trends, and patterns and leverages this information to inform decision-making and develop proactive customer success strategies.Manage and oversee customer success programs, including developing program strategies, setting objectives, planning and executing initiatives, and measuring program effectiveness.Provides tactical advice to team on customer challenges or issues, providing effective solutions and ensuring prompt resolution to maintain customer satisfaction.Collaborate and effectively communicate with internal stakeholders, such as sales, marketing, product, and support teams, to align efforts and ensure a cohesive customer success approach.