Rachel Cunningham
Director, Customer Success
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About
With over 16 years of customer success leadership, I thrive in building & scaling Customer Success functions from scratch for high-growth organizations. My focus is on strategic initiatives, operational efficiency, and leading teams to their best performance.
Highlights include:
- Proven Leader: Successfully led teams of up to 20 professionals, delivering measurable results in customer success, retention, onboarding, and technical support in high-growth SaaS and telecommunications environments.
- Client Revenue Retention & Growth: Consistently outpaced retention targets, while expanding revenue of the business. Established best in class renewal rates, Net Promoter Scores, and fostering referrable client relationships at numerous major enterprise organizations.
- Operational Excellence: Spearheaded operational efficiencies at TrustEngine and DQE Communications, including incident & jeopardy management, streamlining workflow improvement, and managing multi-million-dollar budgets.
- Strategic Planning & M&A: Led due diligence efforts and post-merger integration, streamlining, and expanding teams during high-stakes equity investment and merger processes.
Experience
With over 16 years of customer success leadership, I thrive in building & scaling Customer Success functions from scratch for high-growth organizations. My focus is on strategic initiatives, operational efficiency, and leading teams to their best performance.
Highlights include:
- Proven Leader: Successfully led teams of up to 20 professionals, delivering measurable results in customer success, retention, onboarding, and technical support in high-growth SaaS and telecommunications environments.
- Client Revenue Retention & Growth: Consistently outpaced retention targets, while expanding revenue of the business. Established best in class renewal rates, Net Promoter Scores, and fostering referrable client relationships at numerous major enterprise organizations.
- Operational Excellence: Spearheaded operational efficiencies at TrustEngine and DQE Communications, including incident & jeopardy management, streamlining workflow improvement, and managing multi-million-dollar budgets.
- Strategic Planning & M&A: Led due diligence efforts and post-merger integration, streamlining, and expanding teams during high-stakes equity investment and merger processes.
Education
I have a Master of Science in Organizational Leadership from Duquesne University. I also have a Bachelor of Science in Communications, graduating Cum Laude from Eastern Michigan University.
