Christy McSwain
@cmcswain
Technical Account Manager specializing in SaaS implementations, onboarding, customer success, and technical problem solving.
United StatesWhat I'm looking for
I’m a Technical Account Manager and implementation professional with 7+ years of experience helping customers successfully adopt SaaS products across HR, payroll, benefits, and fintech. My background spans customer success, implementations, onboarding, technical support, and cross-functional project management, with a focus on making complex processes feel simple for customers.
In my most recent role, I managed a portfolio of more than 180 customer accounts while partnering on 40+ implementations each year. I worked closely with Product, Engineering, Sales, and Support teams to troubleshoot technical challenges, improve onboarding experiences, and advocate for customer needs. I also helped streamline implementation processes that reduced onboarding timelines by roughly 20–25%, while maintaining strong customer satisfaction and SLA performance.
What I enjoy most is sitting at the intersection of people and technology. I like translating technical concepts into plain language, solving integration and workflow challenges, and building documentation that helps both customers and internal teams succeed. Whether I’m leading an implementation, coordinating stakeholders, or digging into a difficult technical issue, I genuinely enjoy figuring out how to make things work better.
Outside of work, I’m naturally curious and always building something. I’ve created my own implementation portfolio featuring onboarding documentation, knowledge bases, API documentation, workflow templates, and AI-powered chatbot experiences because I enjoy learning new tools and thinking about how technology can improve customer experiences.
I’m looking for a remote Technical Account Manager, Implementation, Customer Success, or Solutions role where I can combine relationship building, technical problem-solving, and process improvement to help customers achieve meaningful outcomes while contributing to a collaborative, product-focused team.
Experience
Work history, roles, and key accomplishments
Customer Success Ops Builder
SyncDash & SyncToScale
May 2025 - Present (1 year 1 month)
Built SyncDash (syncdash.pro), a TAM/CSM operations platform with account health scoring, renewal risk tracking, automated QBR generation, and Sage pre-call briefing summaries with risk flags. Developed SyncToScale (synctoscale.me) to demonstrate enterprise B2B workflow design and AI-assisted CS operations.
Customer Success Operations Builder
SyncDash & SyncToScale
May 2025 - Present (1 year 1 month)
Built SyncDash (syncdash.pro), a TAM/CSM operations platform using Anthropic Claude API with account health scoring, renewal risk tracking, automated QBR generation, and Sage briefing summaries with risk flags and recommended next steps. Developed SyncToScale (synctoscale.me) to demonstrate enterprise go-live architecture and AI-assisted B2B workflow design for CS operations.
Managed 180+ mid-market and enterprise accounts, driving QBRs, renewals, and expansion while coordinating payroll/benefits deduction troubleshooting across Gusto Payroll, Wealthcare, and Elevate. Led 40+ annual enterprise go-lives and improved retention 10–15% by acting early on churn signals from account health, NPS, and usage data.
Managed 180+ mid-market and enterprise accounts across strategic planning, QBRs, renewals, and expansion, coordinating health monitoring and escalations across Gusto payroll and benefits products. Improved retention by 10–15% and redesigned onboarding with LEAN methodology, cutting ramp time 20–25% while maintaining 95%+ SLA compliance and 4.7/5.0 CSAT.
Provided benefits implementation and compliance for 15+ employer groups in Employee Navigator, maintaining 98%+ accuracy across billing, reporting, and census audits. Ensured zero missed carrier deadlines during open enrollment and qualifying life events by coordinating documentation workflows in DocuSign.
Managed benefits implementation and compliance for 15+ employer groups in Employee Navigator, maintaining 98%+ accuracy across billing, reporting, and census audits. Ensured zero missed carrier deadlines by coordinating DocuSign documentation workflows for open enrollment and qualifying life events.
Partner Engagement Specialist
ZayZoon
Apr 2022 - Sep 2022 (5 months)
Built a milestone-based partner onboarding program from scratch in Notion and Asana, reducing time-to-activation by 30% in the first quarter. Managed a 40-account portfolio with QBRs, usage reviews, and renewals in HubSpot, and cut inbound volume 15–20% via a chat routing project.
Partner Engagement Specialist
ZayZoon
Apr 2022 - Sep 2022 (5 months)
Reduced partner time-to-activation by 30% by building a milestone-based onboarding program in Notion and Asana. Managed a 40-account portfolio with QBRs, usage reviews, and renewals in HubSpot, and cut inbound chat volume 15–20% through a chat routing project.
SaaS Implementation Consultant
Independent Clients
Oct 2021 - Mar 2022 (5 months)
Delivered customer success and HR compliance consulting for SMB clients and completed 100+ hours of targeted professional development in SaaS implementation and project management.
SaaS Implementation & CS
Independent Clients
Oct 2021 - Mar 2022 (5 months)
Delivered SaaS implementation and customer success/HR compliance consulting for SMB clients. Completed 100+ hours of targeted professional development in SaaS implementation and project management.
Resolved executive-level client escalations in a high-volume fintech environment using Salesforce CRM and NICE CXOne. Maintained cross-departmental satisfaction standards through coordinated workflows via Microsoft Teams and Confluence.
Resolved executive-level client escalations in a high-volume fintech environment using Salesforce CRM and NICE CXOne. Maintained cross-departmental satisfaction standards coordinated via Microsoft Teams and Confluence.
Education
Degrees, certifications, and relevant coursework
Salesforce Trailhead
Salesforce Agentforce Certification (Trailhead), Prompt Engineering & Generative AI
2026 - 2026
Completed Trailhead modules on Agentforce and prompt engineering for generative AI in April 2026.
HubSpot Academy
HubSpot Service Hub Software Certification, Customer Service Software
2026 - 2026
Completed the HubSpot Service Hub Software Certification via HubSpot Academy in April 2026.
Scrum Alliance
Certified ScrumMaster (CSM), Agile/Scrum
2021 - 2021
Earned the Certified ScrumMaster (CSM) credential through Scrum Alliance in 2021.
Customer Success Management Fundamentals
Certificate of Completion, Customer Success Management
2020 - 2020
Completed Customer Success Management Fundamentals and received a certificate of completion in 2020.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Website
christymcswain.proPortfolio
syncdash.proSalary expectations
Social media
Job categories
Skills
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