Melissa Gray

SOFTWARE IMPLEMENTATION & CUSTOMER SUCCESS MANAGER

Talent

Oshawa, ONMember since October 23, 2026

Strategic customer success managementSaaS onboarding and implementationCustomer adoption and value realizationPilot and trial supportProduct education and enablementTechnical troubleshooting and issue triageCustomer discovery and needs analysisProject and timeline management

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Strategic customer success managementSaaS onboarding and implementationCustomer adoption and value realizationPilot and trial supportProduct education and enablement

About

Customer success professional and product manager with expertise in SaaS adoption, onboarding, implementation, retention, renewals, feature design, and account expansion. Experienced in managing large portfolios, analyzing usage data, supporting technical needs, preparing executive reports, and building Customer Success, Onboarding, and Support processes. Skilled at leading needs assessments, coordinating implementation plans, delivering high-quality training that drives product adoption, and managing expectations of internal and external stakeholders.

Experience

PRODUCT MANAGER, MARKETING & DESIGN - BASESTATION - TORONTO

(2026-08)

Drive customer adoption by translating product capabilities into clear value propositions, education programs, enablement content, and customer-facing communications.
Support product launches by developing communications and enablement, gathering feedback, testing new features, and validating real-world workflows to improve product readiness and customer experience.
Owned full-cycle design for improvements to existing features and new features from concept to production in Figma, communicating with development for functionality and adjusting designs based on feedback

CUSTOMER SUCCESS & ONBOARDING MANAGER - BASESTATION - TORONTO

(2024-08 - 2026-07)

Served as the primary post-sale point of contact, guiding customers through onboarding, adoption, support, renewal, and expansion.
Led customer training and onboarding programs to accelerate time to value and increase product stickiness.
Troubleshoot technical issues, answered product questions, triaged customer concerns, and coordinated resolutions with Engineering and other internal teams.
Partnered closely with the Founder, Engineering, and Sales teams to communicate customer needs, resolve issues, and improve customer experience
Built strong relationships with customers to increase loyalty, advocacy, and lifetime value and expand customer accounts by identifying upsell and cross-sell opportunities
Built the company’s Customer Success, Onboarding, and Customer Support functions, establishing processes, documentation, training approaches, communication cadences, and escalation paths to support scalable customer adoption.
Accomplished an adoption rate of over 80% for onboarded customers.

CUSTOMER SUCCESS MANAGER - DYE & DURHAM CORPORATION - TORONTO

(2020-06 - 2024-07)

Managed a national portfolio of 500+ law firm clients, ranging from individual practices to national firms, providing software guidance, adoption support, relationship management and renewal oversight.
Identified sales expansion opportunities, utilized Salesforce to manage tasks, ensure privacy for licensed client information, and perform monthly financial reporting that is presented to C-suite executives on customer profitability and engagement.
Partnered with clients to identify adoption gaps and expansion opportunities, proposing and supporting pilot projects across additional practice groups and offices; monitored usage and customer feedback to inform next steps.
Designed and presented strategic pilot recommendations to clients, aligning scope, success criteria, timelines, and launch plans with their business objectives to internal stakeholders for future account expansion.
Assisted and advised clients on support channels, eLearning program, remote and onsite training, and became a subject matter expert.
Successfully launched a National law firm from pilot to launch, within 6 months.

IMPLEMENTATIONS MANAGER - KORBITEC INC. - TORONTO

(2019-02 - 2020-05)

Korbitec was purchased by Dye & Durham in 2022.
Responsible for post-sale software implementations, coordinating timelines, training, communications, and customer follow-up.
Optimized implementation processes to improve consistency, manage expectations, and support successful customer launches.
Coordinated training for new and existing clients to support product understanding and adoption.
Successfully implemented over 30 customers in 12 months.