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Michelle Lu
Senior Customer Success Manager specializing in B2B SaaS retention and expansion
Pleasanton, CAClient Operations Manager - Growth & Strategy8 years experienceSeniorCustomer SuccessSaaSTechnology
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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.
Experience
Client Operations Manager - Growth & StrategyGartner, Inc.
Client Success Manager | Global Product ManagementGartner, Inc.
Enterprise Customer Success ManagerPulse Q&A
Client Solutions Manager | HealthcareGerson Lehrman Group
Education
The University of Texas at Austinbachelor, Biomedical Engineering (2018)
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
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