Laying the foundation for your CSM role.

What do you envision your Customer Success Manager to be responsible for?  Why did you create the role in the first place?  Do you even need it?  Shaw + Scott Co-CEO Melissa Shaw and Adam Peddicord dive into this and more for the success community!

A recognized  industry leader in the digital marketing space, Melissa Shaw is the  Co-CEO and Co-Founder of Shaw/Scott. Melissa’s leadership approach  focuses on mentorship and skill growth, entrepreneurship,  and organizational development—particularly through the lens of  managing remote teams. Under her tenure, Shaw/Scott has been recognized  as one of Inc. Magazine’s 5,000 fastest-growing companies for five  consecutive years. The company was also recognized as  one of the top 100 fastest growing private companies in Washington  state by the Puget Sound Business Journal for three years.

Melissa is an  accomplished multichannel digital strategist who has specialized in  email marketing since the field’s inception. Known for the data-driven  approach she takes to crafting customer-centric experiences,  Melissa is a sought-after strategic consultant for top brands across  many industries, from travel and finance to retail and nonprofit. Her  clients have included Alaska Airlines, BMW, Costco, Wells Fargo, Chanel,  and Make-A-Wish Foundation. Before co-founding  Shaw/Scott, Melissa served as the Director of Strategic Services for  Oracle Responsys. Prior to that, she worked as an analyst, product  manager, and consultant.