Retain and Grow Revenue with Fractional Customer Success Consulting

MCA Consulting leverages proven playbooks to partner with growing companies to build and optimize their Customer Success organizations. Through strategic execution, team development, and tailored customer programs, we work together to create authentic and sustainable customer relationships that drive long-term value.

Melissa Cheng Andrew headshot

Hello! I’m Melissa.

With over 15 years of leadership and operator experience scaling Customer Success at high-growth start-ups, I bring a unique blend of strategic vision and hands-on execution to every engagement. My approach combines deep knowledge with a practical understanding of what works in real-world scenarios.

Let’s Create Customer Advocates Together.

My Core Offerings:

Strategic Planning and Execution

Integrate Customer Success into your company strategy with actionable plans and measurable outcomes.

  • Customer Success maturity assessment

  • Customer journey mapping and optimization

  • Health metrics definition and tracking

  • Process development and documentation

Memorable and Scalable Customer Programs

Create systematic approaches to creating advocates and delivering value.

  • Onboarding and enablement program development

  • Business review framework design

  • Customer delivery playbooks

  • Voice of Customer programs

Team and Culture Development

Build engaged and high-performing Customer Success teams that scale.

  • Team design and capacity planning

  • Skills assessment and development

  • Leadership coaching and mentoring

  • Performance metrics and career pathing

  • Crossfunctional collaboration