Melissa Vazquez

I’m a senior Customer Success and Professional Services leader with 16+ years of experience helping SaaS companies scale from startup momentum to $200M+ ARR. My career spans EdTech, restaurant technology, and enterprise SaaS, where I’ve built and led teams across Customer Success, Implementation, Professional Services, Training, and Data. What sets me apart is the ability to design and operationalize systems that consistently deliver value for both customers and the business. From my roots as an educator to leading enterprise CS teams, I’ve built organizations that achieve 90%+ Gross Retention and 100%+ Net Revenue Retention year-over-year. I’m skilled at org design, churn mitigation, segmentation strategy, and lifecycle programs that turn adoption into expansion. At Illuminate Education, K12 Insight, and Restaurant365, I scaled teams through hyper-growth and M&A, integrated post-sale organizations, and delivered measurable customer outcomes. My leadership approach blends strategic vision with executional rigor, whether that’s reducing onboarding time-to-value by 35%, driving $3–5M in expansion revenue via cross-sell playbooks, or mentoring the next generation of leaders. I believe world-class Customer Success isn’t just relationship management, it’s predictable value delivery, cross-functional alignment, and empowering teams with data, playbooks, and purpose. I’m passionate about helping CS organizations become true revenue engines by combining adoption, retention, and expansion with a culture of ownership and forward momentum. Whether your organization is in the early stages of CS maturity or ready to scale, I bring the leadership, operational excellence, and passion to help make it happen.