Monica Sallai
Head of Customer Success @Strategy Institute
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WORK HISTORY
Head of Customer Success @Strategy Institute
Toronto, ON, CA
I lead the Customer Success function at Strategy Institute, overseeing 250+ B2B sponsor accounts annually across 20 national conferences. I built the department from the ground up, including internal systems, onboarding workflows, and training infrastructure, and directly contributed to increasing sponsor renewal rates from 30% to 51%- Own the full post-sale sponsor lifecycle, from kickoff to execution and feedback- Lead cross-functional collaboration across sales, marketing, and logistics to ensure seamless sponsor activations- Created strategic engagement plans and VIP experiences that elevated sponsor satisfaction and long-term retention- Manage and mentor CS team members, and participate in company-wide onboarding and strategic planning initiatives- Regularly identify upsell and multi-event opportunities, supporting revenue growth and expansion.
EDUCATION
Humber College
Post-Graduate Certificate , Event Management
University of Toronto
Bachelor of Arts - BA, Hungarian/Magyar Language and Literature, English, Classical Civilizations
ABOUT MONICA SALLAI
I build relationships that stick and systems that scale.With 5+ years in Customer Success and partnerships, I specialize in managing high-value B2B accounts, driving retention, and creating the processes that make great client experiences repeatable.At Strategy Institute, I oversee end-to-end delivery for 250+ accounts across 20+ annual programs, including full event logistics and on-site execution. I built the Customer Success function from scratch, designing onboarding workflows, communication playbooks, and performance tracking systems that grew renewal rates from 30% to 56%. I work closely with Sales, Marketing, and Finance to ensure clients get consistent value from contract through event day.What I enjoy most is the intersection of people and process. I like understanding what a client actually needs, identifying where things break down, and building something better. Whether that\'s coordinating a high-touch VIP experience, streamlining an onboarding flow, or running a data-driven account review, I bring both strategic thinking and hands-on follow-through.
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