Michelle Lu

About

Enterprise CSM with martech/market-intelligence background (Pulse and Gartner context) who owns accounts end-to-end from onboarding through renewal and expansion. Known for executive-level value narratives (e.g., CPO using benchmarks in a board deck), multi-threading across Product and Legal, and using usage/segmentation analytics plus activation tactics (A/B testing, targeted messaging) to drive adoption and renewals.

Key Strengths

• Built and executed a 6-month phased success plan tied to specific executive decisions (AI vendor selection, pricing benchmarking, platform consolidation)
• Drove cross-functional expansion from Product to Legal by converting an informal GC interest into a structured pilot and full license
• Created renewal narrative anchored in executive-level outcomes (CPO cited benchmark data in a board presentation) and closed renewal early
• Strong multi-stakeholder management across departments with tailored onboarding, metrics, and communication cadences
• Aligns tactical users and executive sponsors via QBRs that map operational work to ROI/growth outcomes
• Led high-urgency technical escalation near renewal with clear timelines, daily customer updates, and retention outcome
• Data-driven adoption improvement using segmentation/cohort analysis and tailored messaging to lift engagement in inactive segments
• Translates feature requests into quantified, aggregated product insights tied to revenue risk and company goals

Experience

Education

Skills

Languages