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Amanda Melendez
Mid-level Customer Success Manager specializing in SaaS onboarding, adoption, and retention
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Customer Success/implementation leader with enterprise experience at ADP managing payroll tax compliance for major brands (e.g., McDonalds, Staples, Williams Sonoma) and coordinating closely with product/compliance/engineering to reduce errors and escalations. Also led cross-functional operational rollouts at Starbucks, improving customer satisfaction by 27%, and currently at Together Groups influencing product roadmap via therapist/participant feedback to lift onboarding engagement by 40%.
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Key Strengths
- Owned enterprise accounts end-to-end for high-stakes payroll tax compliance (onboarding through renewal readiness)
- Drove measurable operational outcomes: fewer escalations and increased customer confidence leading to renewals
- Strong incident/issue management with transparent client communication and rapid internal coordination (product/compliance/engineering)
- Navigates conflicting stakeholder priorities using outcome-based alignment and phased rollout planning
- Cross-functional rollout leadership improving customer experience; increased customer satisfaction scores by 27% (Starbucks workflow rollout)
- Translates customer feedback into product changes; improved onboarding completion/engagement by 40% (Together Groups)
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