Mercer Smith

Mercer Smith is currently a CX Consultant at CoSupport. Prior to that, they were the VP of Customer Success at Venafi for just over a year, and before that the VP of Customer Experience at Appcues for almost four years. At Appcues, Mercer was responsible for helping people create in-app experiences that people love. This included customer support, customer success (enterprise and commercial), support engineering, and our implementation team.

Beyond that, Mercer was also responsible for structuring reporting and measurement standards as well as KPIs that keep our team aligned with the rest of the company—specifically product as it grows. They shifted CS compensation, restrategized our onboarding initiatives, and made massive impacts in both adoption and retention.

The key component of their leadership strategy are experimental, scalable initiatives that put ownership on the individual teams to succeed. They find that ownership is the key to engagement, and love working with individuals on projects from conception to execution and maintenance. There's no such thing as a failure—we can learn from everything as long as we are brave enough to try it.

They also owned some of the people-driven leadership aspects at Appcues, including leading initiatives for company-wide career pathing, DEI, remote culture inclusion, and reassessing and designing our company values.

Mercer Smith has a BA in Rhetoric and English from the University of Rhode Island, a Masters in Fine Arts from Emerson College, and is certified in Full Spectrum Doula from Birthing Advocacy and Doula Trainings. Mercer is also certified in E-RYT 500 from Yoga Alliance, Circling Facilitator from Circle Anywhere, Leadership Principles from Harvard Business School, and Family Constellation Therapy Facilitator from Natalie Berthold. Fit For Birth has certified their as a Pre and Postnatal Corrective Exercise Specialist.

Some of their coworkers include Conner Giles - Customer Support Specialist, Anne Morgan - Customer Support Specialist, and Trevor Hanson - Customer Success Specialist. Their manager is Sarah Hatter, Founder.