Melissa Duncan

Melissa Duncan is the current Head of Global Customer Success at Riverside.fm. Prior to this, they were the Director of Customer Success at Zenefits from April 2021 to December 2021. In this role, they managed a team of high-performing CSMs focused on retention and renewals/upsells. The book of business they were responsible for exceeded $25 million with over 15,000 accounts.

Under their leadership, the team increased total customer upsells by 11% post absorbing the role from Sales (during COVID) with half the headcount. Additionally, they were able to consistently run Net Retention over 100%. For the longtail (lower ARR non-CSM owned groups), they were able to increase Net Retention by over 10% with a low touch process.

Melissa also created and managed the Customer Journey to allow for optimal customer interactions and create preferred books of business for the team. In collaboration with other CX teams, they built out an Enablement team to provide Training plans post implementation. As part of their role, they provided quarterly updates to company Executives on team performance, struggles and needs. Furthermore, they coordinated ongoing training for the team and participated in escalations and escalation resolution as they occurred. Lastly, they worked with cross functional teams to coordinate the ideal Customer Experience.

Duncan is passionate about their people and focuses on amazing culture and employee happiness.

Melissa Duncan earned a Master of Business Administration (MBA) in Marketing from the University of Phoenix and a Bachelor of Science (B.S.) in Recreation and Tourism Management from Arizona State University.

Melissa Duncan works with Michal Milner - Director Of Business Development, Abel Grünfeld - Head of Growth, and Michal Brosh - VP, People. Their manager is Nadav Keyson, CEO & Co-Founder.