Michael Chang
Customer Success Manager Ii @QA Wolf
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WORK HISTORY
Customer Success Manager Ii @QA Wolf
Vancouver, BC, CA
In my role, I own a $2.5–3M ARR portfolio across 25 strategic customers, partnering closely with engineering, product, and executive leaders to guide the full customer journey - from onboarding through renewal and expansion. My focus is on building durable partnerships that drive lasting organizational change around quality and engineering efficiency.I’ve contributed to over 105% net revenue retention by working directly with leadership teams to align on priorities, leading impact-driven initiatives, and collaborating cross-functionally to turn strategy into execution. This often means stepping into complex or at-risk situations and helping teams refocus on outcomes that matter.I also lead structured pilot engagements, aligning senior stakeholders on success criteria and change-managing QA workflows across engineering teams. This approach has consistently turned pilots into long-term partnerships, with test suites becoming embedded in day-to-day engineering practices.
EDUCATION
The University of British Columbia
Bachelor’s Degree, Business/Commerce
UBC Sauder School of Business
Bachelor’s Degree, Marketing & Business Technology Management
SKILLS
ABOUT MICHAEL CHANG
After starting my professional career in Sales, Marketing, and a few other functions, I\'m now dedicating my time to digging deep into how we build incredible Customer Success teams.Between leading various CS teams, TAing students through business courses, and even running a hip-hop dance team, I\'ve always been passionate about elevating those around me and helping people do things they never thought they could. This passion explains my love for CS and I\'ve directed my attention towards exploring how companies can build win-win relationships that drive valuable outcomes for customers.Through my experiences, I\'ve come to focus on three key areas as a CS Leader: 1. Coaching & EnablementOf all the work I\'ve done as a CS leader, I\'ve always been most proud to see the growth of my team members. I\'ve led over 33 individuals across various levels of seniority and, with each, I\'ve emphasized facilitating the environment that makes them most successful. From coaching a new team member to hit an OKR for the first time to later advocating for their promotion, I\'m passionate about understanding what motivates people, elevating them, and supporting them to achieve those outstanding moments time and time again.2. Systems ThinkingTeams are only as good as the systems they operate within and, while I\'ve led some talented individuals over my career, I take pride in being able to unlock new ceilings for them by implementing intentional systems, processes, and programs. Whether it\'s using spreadsheets to quickly create new workflows or building full objects in SalesForce and Hubspot, I\'m constantly looking to improve how my teams work so they can see step changes in their performance.3. Go-to-Market StrategyI\'m a believer that the best Customer Success teams have a direct impact on company revenue growth. Given my GTM background, I have a unique perspective on how to build performance-oriented teams that deliver results and I\'ve built multiple teams that have accounted for substantial portions of generated revenue.
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