Build a Customer Success Engine that Drives Retention and Growth
I partner with early and growth-stage companies to design and operationalize Customer Success systems that scale. From first hire to a fully staffed function, I help turn Customer Success into a measurable growth driver.
Melissa Cheng Andrew Consulting helps companies build and scale Customer Success functions that improve retention, drive expansion, and create long-term customer value. Through hands-on execution - not just strategy - we will work together to implement the systems, playbooks, and structure your team needs to perform.
Hello! I’m Melissa.
With over a decade 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