Megan O'Donoghue

I specialize in unifying Customer Success and Support to scale post-sales performance in B2B SaaS. From $50M startups to $500M enterprises, I design the strategy, org, and tech that turn customer insights into retention, efficiency, and growth—while building accountable, high-performing teams. I’ve led global transformations, integrated acquisitions, and modernized CX stacks with AI, automation, and knowledge management. Whether restructuring multi-region teams, launching VoC programs, or standing up self-service and proactive engagement models, I focus on measurable outcomes: faster resolution, higher satisfaction, lower cost, and stronger EBITDA. I thrive where customer value, technology enablement, and leadership development intersect. I’m hands-on with OKRs, coaching, and data—aligning product, ops, and finance so frontline execution matches executive intent. My goal is simple: build trust, create clarity, and make great service scalable. 𝐊𝐞𝐲 𝐑𝐞𝐬𝐮𝐥𝐭𝐬 ✦ At Bullhorn, drove a 12% EBITDA improvement (~$5M) over 3 years through strategic restructuring, knowledge management, automation, and AI-enabled self-service. Boosted CSAT to 89%, cut case resolution time by 70%, and improved productivity by 166%. ✦ Reduced support cost as a % of revenue by 1% (~$750K) after the NantHealth acquisition of NaviNet by integrating 5 product support teams into one streamlined global group, reducing headcount by 20%, standardizing processes, and consolidating platforms. ✦ Increased NPS by 74% (27 → 47) by launching NantHealth’s first corporate-wide Voice of the Customer program, including leadership workshops, multi-touchpoint feedback loops, CX KPIs, data insights analysis, and governance. 𝐖𝐡𝐚𝐭 𝐏𝐞𝐨𝐩𝐥𝐞 𝐒𝐚𝐲 ✦ “Megan is a visionary leader who crafts clear strategy and executes with precision… her self-service strategy laid the groundwork for our AI-powered initiative and fundamentally improved scalability and responsiveness.” — Kelly Ann McGrath, Customer Success Leader ✦ “She rallied cross-functional teams to launch a company-wide VoC program—aligning stakeholders, implementing feedback systems, and driving measurable improvements.” — Laura Donovan Bannister, Strategic HR Leader