Michelle Marshall

I am a people-first Customer Success and Learning & Development Leader with 10+ years of experience driving enterprise SaaS adoption, CRM and LMS implementations, and customer success outcomes across Healthcare, Technology, and AEC sectors. With a career spanning CRM/LMS administration, large-scale SaaS rollouts, DEI initiatives, and executive consulting, I specialize in helping organizations unlock the full value of their technology investments.

As a trusted advisor to C-suite leaders and enterprise clients, I have guided digital transformation initiatives that optimize workflows, improve compliance, and deliver inclusive and measurable business impact. My background includes over a decade of Learning and Development Management, CRM and LMS administration and optimization, SaaS platform implementation and integration (Salesforce, Docebo, EHR/PM), and customer success leadership in both highly regulated and complex environments.

Passionate about empowering people and building long-term partnerships, I focus on aligning technology capabilities to strategic business outcomes, enabling teams to thrive during critical product launches, technical deployments, and organizational change. My approach blends customer-centric relationship management, enterprise-scale project leadership, and inclusive team development to drive sustained adoption and retention.

Specialties:
Salesforce CRM (10+ years) • Enterprise SaaS Strategy & Implementation • Customer Success Leadership • Executive Engagement & Consulting • Healthcare Operations • Change Management • Compliance & Regulatory Enablement • Workforce Transformation

Senior Training and Customer Education Leader with 10+ years of experience designing, delivering, and scaling global customer training programs for enterprise SaaS and technology platforms, including security- and compliance-driven environments. Proven expertise in LMS strategy and administration, multilingual content development and localization, instructor-led and on-demand training, and customer onboarding and adoption initiatives. Experienced in leading distributed global training teams, managing content lifecycles, and partnering cross-functionally with Customer Success, Implementation, Sales, Product, and Support to align training with product updates, support trends, and customer needs. Strong background in instructional design, adult learning theory, and data-driven optimization to improve engagement, time-to-value, and long-term customer success in cybersecurity and SaaS ecosystems.

I hold a Bachelor’s degree in Multidisciplinary Studies and have completed multiple graduate-level and professional programs in Educational Technology and eLearning, including a Technology Training Certificate and an eLearning Certificate from the University of Texas at Brownsville. My education is focused on instructional design, adult learning theory, learning technologies, and scalable digital training delivery, directly supporting my work in global customer education and corporate training leadership.