Shari McGrath

CEO

Boston, Massachusetts, United States17 yrs 9 mos experience

Highly Stable

Key Highlights

Achieved 130% net retention with customer-centric strategies.
Doubled user adoption through agile processes.
Maintained 98% conversion rate via CS lead pilot program.

Stackforce AI infers this person is a Customer Success leader in the SaaS industry with a focus on retention and customer experience.

Contact

Skills

Core Skills

Customer Experience ManagementProblem SolvingLeadershipSalesExecutive Relationships

Other Skills

Net Promoter ScoreVoice of the CustomerResiliencyBusiness DevelopmentCustomer-focused ServiceContinuous ImprovementAccount ManagementStart-upsBusiness AnalysisChange ManagementProject ManagementProject PlanningSoftware ImplementationStrategic PlanningHealthcare Information Technology

About

I lead and scale Customer Success organizations that drive retention, expansion, and exceptional customer experiences. Collaborating with customer-led organizations, I transform customer operations, strengthen retention, and embed the customer voice into strategic planning. My approach is strategic, data-driven, and operationally focused. Highlights: ✅ 130% net retention & zero churn achieved through customer-centric engagement strategies ✅ 2x growth in user adoption with agile processes and cross-functional collaboration ✅ 98% prospect-to-customer conversion rate through CS lead pilot program I thrive in organizations focused on delivering lasting customer value and commercial impact. Let’s connect if you’re looking to exchange ideas on CS leadership, renewal and upsell motions, or customer-centric operating models.

Experience

Opus1.io

VP of Customer Experience

Jul 2025 – Present · 8 mos

Hi marley

3 roles

SVP, Customer Success

Mar 2022 – Sep 2023 · 1 yr 6 mos

ResiliencyProblem SolvingLeadershipSalesExecutive RelationshipsNet Promoter Score+3

Vice President, Customer Success

Promoted

Nov 2020 – Mar 2022 · 1 yr 4 mos

ResiliencyProblem SolvingSalesExecutive RelationshipsNet Promoter ScoreVoice of the Customer+1

Director of Customer Success

Sep 2019 – Nov 2020 · 1 yr 2 mos

ResiliencyProblem SolvingSalesExecutive RelationshipsNet Promoter ScoreVoice of the Customer+1

Underscore vc

Customer Success Core Leader

Jan 2021 – May 2024 · 3 yrs 4 mos · Greater Boston

The Underscore Core is a curated group of exceptional entrepreneurs, executives, and experts who work in partnership with Underscore VC, an early-stage venture capital firm, to identify transformative entrepreneurs and support them as they build iconic companies. Core Members (organized by domain, stage & function) work in partnership with Underscore VC to facilitate a community that has collectively built hundreds of companies, created thousands of jobs, served millions of customers, and built billions of dollars of value for their stakeholders.

Problem SolvingExecutive RelationshipsNet Promoter ScoreVoice of the CustomerCustomer Experience Management