Melissa Cheng Andrew is a seasoned Customer Success executive with over a decade of experience building and scaling high-performing CS organizations for growth-stage startups. Known for driving measurable business impact, Melissa now partners with companies as a fractional CS leader to increase net revenue retention, improve customer health and advocacy, and foster a thriving customer-centric culture.

Melissa's diverse background includes Customer Success IC and leadership positions across MarTech, HealthTech, E-Commerce, and Recruiting industries. This breadth of experience informs her strategic, hands-on approach, which she tailors to the unique needs of each client through three primary engagement models:

1. Project: For organizations with a clear, urgent CS challenge, Melissa will partner closely to define a focused project with specific deliverables and timeline, typically spanning 2-3 months.

2. Operator: For companies that need immersive, full-time CS leadership, Melissa will embed as an acting extension of the leadership team, accountable for strategy and execution offering 15-20 hours per week over 6+ months.

3. Advisor: For startups with a rising CS lead, Melissa provides 3-5 hours per week of strategic coaching and mentorship over 6+ months, empowering the internal team to prioritize and drive results.

Underpinning all of Melissa's work is an authentic, customer-centric philosophy, a commitment to transparency and accountability, and measurable results. Her differentiator is full immersion into your business requiring her to only work with 2 to 3 clients at a time. 

Whether you're looking to optimize your customer journey, develop high-performing CS teams, or scale sustainable growth, Melissa's expertise can provide the fractional leadership and guidance your business needs.


Melissa Cheng Andrew Consulting

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