Michelle de Cruz

About Michelle de Cruz

Customer Success leader with 10+ years of experience driving retention, growth, and transformation for enterprise IT and Security clients. Customer Success Team Lead at BetterCloud with 1+ year of experience managing CSMs responsible for the company’s largest strategic accounts ($20M+ ARR).Led the team to 106% quota attainment as of last quarter through disciplined renewal strategy and upsell execution. Previously pioneered the Customer Success function at Syniti, establishing core processes and digital strategies to support scalable growth. Known for leading strategic initiatives (customer conferences, competitive intelligence, EBR frameworks), and operating as a trusted executive partner.

Experience

1. Customer Success Team Lead

   BetterCloud

   Jan 2025 — Present

   Manage a team of CSMs overseeing BetterCloud’s largest strategic accounts ($20M+ ARR).• Drive team performance through coaching, account planning, and pipeline reviews.• Implemented a 5-point “Golden Thread” customer lifecycle framework, delivered via standardized templates, video training, and discovery guides.• Maintain select executive relationships, serving as an escalation point and trusted advisor to C-level stakeholders.• Continue owning an $5M+ ARR portfolio of BetterCloud’s most strategic clients.

Education

• Texas A&M University

  Bachelor’s Degree, Political Science and Government, Business Administration

  2014

Skills

• Management
• Technical Writing
• Google Docs
• Social Networking
• Google Apps
• Public Policy
• Deal Structures
• Public Speaking
• Business Mathematics
• Contractual Agreements
• Leadership
• Training
• Politics
• Sales Operations
• Enterprise Software
• Customer Service
• Social Media
• Salesforce.com
• Policy Research
• Political Science
• Microsoft Office
• Sales
• Transact-Sql (T-Sql)
• Hospitality