Elastic Path Insider: Meet the Customer Success Team

This blog was last updated in September 2023, as our Customer Success team expanded.

Meet our Customer Success team! Each team member is a master of our products and works with our customers to ensure they get expert guidance and support throughout onboarding, implementation, and onward.

The team's overarching goal is to ensure we’re partnering with our customers to meet their goals, so they can focus on launching and continuously optimizing unique digital commerce experiences for their customers.

As Elastic Path has added customers, our Customer Success team has grown. To demonstrate our dedication to customer success, we sat down with the team and asked a series of questions to get to know them, their role, and how they contribute to our customers’ commerce ambitions. Let's go meet the team!

The Elastic Path Customer Success team

Rachel DelGrande
VP, Customer Success

Alicia Tang
Senior Customer Success Manager

Courtney Drach
Senior Customer Success Manager

Esmé Flynn
Customer Success Manager

Neil Grover
Customer Success Manager

Rubens Ferner
Customer Success Manager

Q&A with the Elastic Path Customer Success team

Hear from Rachel, the leader of the Customer Success team, about what customers should know about working with Elastic Path. Then, hear from our customer success managers about their roles, their backgrounds, and the way that they help our customers unlock commerce success.

Q: What's the first thing you would want a customer to know about working with Elastic Path?

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Q: What does a typical customer engagement/cadence look like?

Rachel, VP, Customer Success: We often meet with our customers on a weekly basis to hear what’s going on and review the status of open projects. On other calls, we’ll bring in other members of the Elastic Path team to workshop roadmaps, talk about their requirements, and work on the future of the product. We think of our customers as co-authors so we meet often to bring them into our products.

Q: How should Elastic Path customers familiarize themselves with our product?

Rachel, VP, Customer Success: Try the Elastic Path eCommerce learning center! It's a great place for customers to get started with their onboarding. I also highly recommend that customers leverage the learning center as a resource throughout our partnership. We frequently publish easily digestible short-form courses and other learning experiences there.

Q: How long have you been working in the eCommerce Industry?

Rachel, VP, Customer Success: I’ve been working in eCommerce and retail my entire career. I started off as an eCommerce buyer and have worked for various eCommerce SaaS companies like Truefit and NewStore.

Esmé, Customer Success Manager: I've spent my entire career in eCommerce, starting off at online retailer Rue La La. Since then, I've worked for several other brands and have become very passionate about eCommerce. My love for eCommerce sparked my interest in joining Elastic Path. I've been thrilled to be able to continue in this field and since June 2021 I’ve worked at Elastic Path, supporting brands as they chase their eCommerce goals.

Neil, Customer Success Manager: My background was more rooted in the payments space. I've held varying roles, from account management to customer success, and have found it to be an enlightening experience. Since June 2022, it’s been exciting to be able to apply my experience to support our customers in their digital commerce journeys.

Alicia, Senior Customer Success Manager: Starting at Elastic Path in 2022 was my first role in the eCommerce industry.

Rubens, Customer Success Manager: I have been working in the eCommerce industry since January 2020, supporting customers that focus on advertising, marketing attribution, and marketing data analytics.

Courtney, Senior Customer Success Manager: This marks my first role entirely dedicated to eCommerce. Leading up to joining Elastic Path, I’ve overseen several transformative digital retail projects, encompassing various aspects such as POS, order management, and appointment scheduling, all with a connection to eCommerce.

Q: What does your role entail?

Rachel, VP, Customer Success: I’m responsible for delivering the best customer experience and products for our customers so that they can deliver the best technology experience to their customers.

Esmé, Customer Success Manager: My role is always evolving to meet the needs of our customers. In this new remote world, a lot of my day-to-day is spent on zoom calls, spending time building relationships with our customer base. It’s important to me to learn their story and what they hope to get out of the platform so I can support them in achieving their goals. Our customers have a mix of wants and needs. Some customers are independent and request a monthly cadence, while other customers are hands-on and want day-to-day or weekly support. Each day I’m working to make sure our customers feel understood and supported.

Neil, Customer Success Manager: My role is exactly what my title says, customer success. That doesn't always translate to figuring out how quickly a customer can go live. I am interested in working with our customers to create a path that will create long-term success. I'm also always thinking about additional value I can bring to our customers, from new integrations to optimizing existing technology. My goal is to be a trusted advisor and to ensure our customers are getting the absolute best from Elastic Path.

Alicia, Senior Customer Success Manager: Our customer success team maintains a close relationship with our customers. I aim to stay in sync with our customers’ initiatives and offer accessibility to Elastic Path resources to enable success. We also facilitate quarterly business reviews to align on KPIs and long-term roadmap objectives.

Rubens, Customer Success Manager: My role is to support customers as they increase their company’s conversion and revenue with CX Studio, our tool for rapidly building turn-key storefronts and shoppable landing pages. I help our customers understand how and why CX Studio delivers high-converting landing pages throughout their customer's buyer journey.

Courtney, Senior Customer Success Manager: My primary responsibility is to ensure our customers are achieving their goals and deriving maximum value from our products. I strive to establish and maintain strong relationships with customers, providing them with guidance, support, and solutions to address their needs and challenges. Ultimately, I aim to drive customer satisfaction and retention while identifying opportunities for growth and expansion within my customer base.

Power your commerce solution with a customer support team that cares.

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Q: What is your favorite part about working with our customers?

Rachel, VP, Customer Success: Helping our customers achieve their digital strategies. Our customers come to us with complex problems and thoughts and don’t know yet how they will achieve them. We work closely to roadmap and workshop ideas and figure out a way to solve commerce challenges together. I like to think we’re an extension of our customers' teams and it’s really the highlight of being in Customer Success to see that come together.

Esmé, Customer Success Manager: Our customers are so inviting and friendly, and that really makes me enjoy coming to work each day. eCommerce is an exciting space, and I love to see the excitement and eagerness our customers bring when they are first kicking off a project. It’s a pleasure to be able to guide them to create their unique vision.

Neil, Customer Success Manager: I enjoy working with merchants as a career because it's so varied. No two days are the same, and I get to work with people across a variety of industries who are passionate about their business. I enjoy getting to learn more about the challenges in the market and the unique approaches our customers take to solve them.

Alicia, Senior Customer Success Manager: I enjoy helping our customers discover more and better ways to leverage our Elastic Path products. That means connecting them with our experts to field product or implementation-specific questions, demonstrating new and upcoming features, and hosting sessions so they can provide feedback to our product development teams.

Rubens, Customer Success Manager: I love understanding what the next steps are in our company’s commerce goals – and how they want to achieve those goals. I love listening to what our customers have to say and then giving recommendations of what we can do to help them reach their goals.

Courtney, Senior Customer Success Manager: My favorite aspect of working with our customers is the opportunity to make a meaningful impact on their success. It's fulfilling to listen to their needs, provide solutions, and witness their businesses thrive as a result.

Q: How does the team measure customer success?

Rachel, VP, Customer Success: It’s shared success and thinking about what our customers need. What are their goals from pie-in-the-sky to super detailed goals? How do we help them achieve their goals with what we have today? What’s on the roadmap? Are our customers using our platform with ease? We ask ourselves those questions every day.

Esmé, Customer Success Manager: We’re successful when our customer is successful. To me a lot of that is measured by meeting their goals. One thing that I have found in supporting our customers is introducing them to other customers. Together they can share best practices, discuss how they use the platform and build relationships. My goal is to build a partnership.

Neil, Customer Success Manager: General happiness. It’s easy to get bogged down by metrics, but I believe that a happy merchant will generally be successful.

Alicia, Senior Customer Success Manager: Ultimately, we strive to keep our customers satisfied with our Elastic Path products and services. Our Customer Success team focuses on not only overall account management, but oversees frictionless and flexible renewals and works with our customers to reach their eCommerce and performance goals. Our customers’ success is our success!

Rubens, Customer Success Manager: First is by customer health score – are they achieving their goals and getting what they want out of their commerce solution? We also closely monitor how much revenue we are helping customers drive, and how much more profitable they are with Elastic Path compared to other solutions.

Courtney, Senior Customer Success Manager: The team measures customer success through various health indicators, including customer satisfaction scores, retention rates, and the achievement of key performance metrics. These metrics help us assess the overall satisfaction and engagement of our customers, ensuring we provide value and meet their needs effectively.

Q: Do you have a fun fact?

Rachel, VP, Customer Success: I don’t know how to ride a bike! I’ve never learned, and throughout my career I’ve had multiple clients in the bicycle industry. Maybe the next customer we have that’s a cycling company can teach me how to ride!

Esmé, Customer Success Manager: I’m a first-time rabbit owner! I didn’t know her gender for the first three months. Now, her name is Madame Buns.

Neil, Customer Success Manager: A few years ago I was in a large musical in the U.K. that was picked up by a large radio station. My singing voice has been broadcast around the U.K.!

Alicia, Senior Customer Success Manager: I love to stay active, hiking and playing grass volleyball during the summer and playing indoor volleyball year round.

Rubens, Customer Success Manager: I'm 6'7. Customers never think I am that tall.

Courtney, Senior Customer Success Manager: I'm an avid outdoor enthusiast with a passion for mountain biking, skiing and yoga.