Kathleen Mc Grade

With over 10 years of experience in customer success, sales operations, and project management, I’ve had the privilege of working with top-tier companies across a wide range of industries. My journey began at Scrimmage, where I delivered successful product launches for Fortune 500 clients. Scrimmage’s mobile learning technology, which provides accessible, gamified content across iOS, Android, and web platforms, taught me how to tailor tech solutions that align with customer needs and create scalable experiences.

In my role as Sales Operations Manager, I collaborated closely with our go-to-market team to optimize CRM systems, refine sales processes, and align teams for a more seamless customer journey. This helped streamline efforts and allowed the sales team to focus on building stronger relationships. During this time, I learned the critical importance of operational efficiency in supporting long-term growth.

As Director of Customer Success, I oversaw onboarding and training initiatives aimed at enhancing customer experiences. Working cross-functionally with sales, marketing, and product teams, I developed strategies to reduce churn, increase customer retention, and drive upsell opportunities. One of my proudest accomplishments was building and mentoring a high-performing team that consistently exceeded performance targets.

I’m also deeply data-driven. I prioritize setting clear KPIs and benchmarks, using analytics to continuously measure and optimize strategies. By doing so, I ensure my team’s work aligns with broader business objectives and that we’re constantly evolving to meet clients’ needs. Whether it’s developing strong relationships with customers, optimizing workflows, or mentoring team members, I am driven by a commitment to make a meaningful impact on both clients and businesses.

If you’d like to connect or learn more about my approach, feel free to reach out! I’d love to discuss how I can contribute to your organization’s success.