Holly Melrose
I help organisations design and optimise customer onboarding and customer success programmes that improve adoption, reduce churn, and create stronger long-term customer relationships.
With experience across growing startups, SMBs, and scaling organisations, I’ve worked closely with teams to streamline onboarding journeys, improve customer engagement, and build scalable customer success operations that support sustainable growth.
My approach combines strategy, operational design, and practical execution, helping businesses move beyond reactive support models and create proactive customer experiences that drive measurable outcomes.
The goal is simple:Create customer experiences that customers actually want to stay in.
Previous Engagements
OneID
Designed and implemented a scalable customer onboarding journey from contract signature to implementation, reducing time-to-value by 25%
Figma
Contracted as the first Enterprise Onboarding Manager in Europe, responsible for designing, implementing, and rolling out the Enterprise Onboarding Program across the EMEA region.
Asana
Led the migration of Asana’s Onboarding program from in-house management to a fully partner-delivered model.
Planned, developed, and launched multiple professional services packages across the EMEA region.
Established the first Channel Success programme globally
Gartner
Senior Client Success Manager for Enterprise IT leaders & vendors APAC
Why organisations work with me
I specialise in:
Customer onboarding strategy
Customer success programme design
Retention and adoption optimisation
Customer journey mapping
Process improvement
Scalability
Customer health and engagement frameworks
Operational transformation for customer success teams
My focus is on helping organisations create structured, scalable customer experiences that improve engagement, strengthen retention, and support long-term growth.
Businesses choose to work with me because of my practical, hands-on approach and commercially focused recommendations.
With experience across onboarding and customer success operations, I balance strategic thinking with effective execution to deliver scalable solutions that align with business goals and drive measurable customer outcomes.