Mirfie Chan

I’m a Global Enterprise Customer Success Leader with 15+ years leading complex, multi-million-dollar enterprise portfolios across Fortune 500 organizations. I design and execute account strategies that strengthen retention and deliver 7-figure revenue outcomes, backed by measurable signals across ARR, GRR, and NRR.

At Workhuman (Strategic Client Director, 2014–2024), I led post-sale retention, renewals, and growth for a $100M+ Fortune 500 portfolio as the senior point of contact across EU, APAC, and US stakeholders. I ran renewals end-to-end—building early governance, clear success criteria, and executive-ready value narratives—then increased customer investment by 25–50% through adoption strategies and ROI analytics tied to stakeholder alignment. I also eliminated escalations by creating an executive channel to resolve issues before they became formal risks.

Previously, I served as Vice President, Customer Experience (2009–2014) and Director of Operations (2003–2008) to build customer-first operating rigor at scale. I transformed an underperforming Customer Experience organization with a 70+ person team, strengthened CRM and Salesforce as a system of record, rebuilt trust with at-risk accounts, and improved performance by eliminating SLA penalties. Across roles, my focus stays the same: align global cross-functional teams across Sales, Implementation, Product, Marketing, Technical Services, and Operations in ambiguous, high-stakes growth environments—so customers win and revenue follows.