Michelle Masood

AI Implementation Manager @ Envive AI (formerly Spiffy AI)

About

With over a decade of experience in customer success, I have sharpened my expertise in managing and scaling accounts by fostering long-term relationships, identifying and driving new business opportunities, and serving as a strategic liaison between customers and internal teams. I thrive on challenges and continuously seek opportunities for professional and personal growth. My core objective is to deliver value to both my customers and my team while making a meaningful, lasting impact.

Country

United States

City

Greater Seattle Area

Industry

Staffing & Recruiting

Skill

Omni-Channel Marketing, Content Syndication, Business-to-Business (B2B), Target Audience, Diversity & Inclusion, Recruiting, Diversity, Equity, Inclusion and Belonging (DEIB), Software as a Service (SaaS), Search Engine Optimization (SEO), digital, Google Analytics, SEMrush, Customer Onboarding, Gainsight, Sales, Online Advertising, Digital Marketing, Marketing, Social Media, E-commerce

Experience

AI Implementation Manager

Envive AI (formerly Spiffy AI)

2025-8 - Present · 1 yr 2 mos

Merchant Success Manager, Shopify Plus

Shopify

2023-11 - 2024-12 · 1 yr 2 mos

- Managed portfolio of Shopify Plus merchants - Increased engagement and revenue by creating Success Plans, holding recurring strategy sessions, conducting Business Reviews, and highlighting opportunity for improvement - Promoted internal products and Partners/Apps in the Shopify ecosystem to provide a Unified Commerce experience - Worked with internal teams to bridge the relationship between Merchant and Shopify; specifically advocate for requested platform features

Strategic Customer Success Manager

Untapped

2022-4 - 2023-6 · 1 yr 3 mos

- Managed Strategic accounts; focused on DEI recruiting initiatives and workflows - Owned post-sales customer relationships; conducted recurring check ins and Business Reviews, and facilitated renewal/growth discussions - Proactively monitored and increased customer health and usage - Worked cross-functionally with Onboarding, Marketing, Engineering & Product (EPD), and Sales to drive adoption, improve usage, and ensure customer delight - Team Leader for creating articles for Support knowledge base and Customer Engagement Survey

Customer Success Manager

Conductor

2018-5 - 2022-4 · 4 yrs

- Managed Enterprise accounts focusing on SEO content strategies - Advised customers on digital content and empowered customers with monthly industry trends and insights - Advocated on behalf of customer; collaborated with EPD on essential feature enhancements based on customer feedback

Senior Customer Success Manager

SellPoints (Now Syndigo)

2016-1 - 2018-5 · 2 yrs 5 mos

San Francisco Bay Area

- Top-performing CSM with a proven track record of exceeding goals for top accounts - Collaborated with customers to create content targeting specific buyer personas and seasonal trends - Led monthly content strategy meetings to drive platform adoption and demonstrate ROI - Conducted Business Reviews to showcase partnership successes and identify areas for improvement - Created onboarding resources for internal and external use - Trained and supported Customer Success and Content Production teams - Facilitated strategy calls, analyzing content performance and trends - Developed and delivered customer dashboards highlighting site traffic and revenue metrics - Built tailored Customer Success Plans - Led live training sessions and hosted bi-weekly webinars for customer education