When customers win, your business wins

Leadership

"I had the privilege of working alongside Mike for 2 and a half years at Mastercard, beginning from the moment he recruited me. His transparent communication, clear expectations, honesty, and gracious demeanor played a pivotal role in my decision to take on the role. When I joined Mastercard Mike led the software delivery business unit I was a part of, eventually becoming my direct manager. Later when he transitioned to overseeing the support organization, we continued to collaborate on enhancing outcomes for our clients.

Mike's leadership style is characterized by his ability to connect with his team and grasp their individual needs. He struck a remarkable balance, granting both me and the team the autonomy to own our work and grow our skills, while still providing support and serving as an escalation point when necessary. He consistently navigated challenging conversations with finesse, negotiating reasonable outcomes across stakeholders.

During his tenure leading our delivery team, Mike collaborated with us to refine processes and boost efficiency. His openness to ideas and commitment to scaling successful practices across the organization not only empowered individual team members but also significantly reduced implementation time and costs for new clients. This acceleration ensured clients experienced the value of our platform more swiftly.

I am genuinely grateful for the opportunity to have worked with Mike and have full confidence that he will continue to be instrumental in the growth of his organization and the development of his team members in the future."

- Rob Crystal, Mastercard

Strategic technology and customer-centric executive leader with proven, real-world results

With 17+ years of experience in SaaS, services, and customer-facing leadership, Michael has built and scaled global teams of 150+ across Customer Success, Professional Services, Support, and Delivery. He is known for transforming customer experience, driving retention, and unlocking new revenue streams for enterprise clients.

💡 Career Highlights:

  • VP, Customer Operations & Success, Advisor360 – Improved CSAT by 5 points in 6 months, designed contracting processes adding $15M in TCV revenue, and scaled global teams improving MTTR by 28%.

  • VP, Customer Experience & Delivery, Mastercard Data & Services – Built global support & CX from the ground up, managed $45M+ delivery services, and achieved 88% renewal rates while growing bookings 48% YoY.

  • Senior Director, SaaS Delivery, FirstFuel – Led the largest engagement in company history ($125M project) while growing client revenue by 43% in 16 months.

Michael blends strategic vision with operational execution, excelling in scaling organizations, improving customer outcomes, and delivering measurable business impact. He thrives in high-growth SaaS and enterprise environments and has a proven record of influencing product strategy, strengthening client partnerships, and driving profitability.

🔎 Seeking:

Executive leadership roles such as Chief Customer Officer (CCO), Chief Operating Officer (COO), or SVP/VP of Customer Success & Services with high-growth SaaS or enterprise technology companies.

If you’re building a customer-first, scalable, and revenue-driving organization, you’ll want to speak with Michael.

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A person is writing on a clear glass or transparent board with colorful markers, including orange and blue. The writing is a mix of text and diagrams, with words like 'key', 'leadership', and 'talent'. The person's hand and a portion of their sleeve are visible, suggesting a casual setting, possibly in an office or educational environment. The focus is on the writing and the action of using the marker.
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A man and a woman are collaborating in a modern office setting. The man, wearing a colorful sweater with a recognizable tech logo, is enthusiastically placing sticky notes on a whiteboard wall. The woman looks on thoughtfully. The room has a ceiling with fluorescent lighting, and there's a window in the background.
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Leadership

Michael Griggs is a strategic technology leader, adept at balancing hands-on execution with visionary design to drive customer-centric solutions.

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A person is typing on a silver laptop with a screen displaying text about designing digital solutions for big customers. Nearby, there is a black smartphone and white earphones placed on the desk. The person's sleeves are light blue, suggesting a casual attire.
Mike is not only a problem solver but forward-thinking -- anticipating challenges and proactively implementing solutions. He always fostered healthy collaboration across the Customer Success, Product/Engineering, and Services departments. Most recently, we partnered together on how best to provide a great customer experience for clients that chose to bundle SessionM with a 3rd party solution.

Michael Griggs

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