Samantha McGregor

Business Before Fashion 

Business Before Fashion strengthens businesses and boosts their sales through customer-centric email and SMS marketing. 

Since inception, we have generated over $50MM in attributable email and SMS revenue. For example, one of our clients, a fashion retailer, increased its email-based sales by 550%. 

Our core values revolve around trust, respect, honesty, and results. 

We seek to build mutual trust with every client to ensure an honest business relationship. There’s a trend in online marketing: selling a generic campaign or email flow and acting like that’s a holistic solution. But this is setting brands up to fail with unrealistically high expectations.

By being honest and upfront on all decisions, our team and clients are on the same page. I ensure my clients have a strategy that aligns with their audience and their product so they’re clear about the longer-term strategic roadmap for the future of their business.

In working with your marketing team, I will help them to…

~ Create buyers’ personas so you can start sending the right message to the right buyer at the right time.

~ Map out your customer’s journey with your product or service — from the first touchpoint to where you want them to end up.

~ Use your customer journey map to improve conversions and sales.

~ Understand the anatomy of a good email, along with email sequences, automation, and the importance of segmentation.

~ Nurture relationships through your emails so your subscribers stick to you like glue.

~ Measure what’s important, track metrics, identify gaps and maximize conversions.

~ Continue to improve your email deliverability and get into your customer’s inbox, not marked as spam or promotion.

If you’re ready to grow your profits with sure-fire methods guaranteed to give success every time…

Let me help you to create targeted, personalized marketing campaigns to maximize revenue for your business. Email sam@businessbeforefashion.com.

Founder + Email Marketing Strategist

CX by Design

I helped SaaS companies expand their reach and build best-in-class customer success departments to serve ecommerce clients. 

Responsibilities included:

~ Working collaboratively with product and marketing teams; sharing feedback, identifying areas for improvement, and supporting upsell conversations.

~ Contributing to the strategic direction of the Customer Success team.

 ~ Providing guidance, mentorship and feedback to a team of Customer Success Managers.

~ Overseeing the success of all ecommerce customers, from onboarding to ongoing use, to ensure contract renewals and upsells.

~ Providing strategic advice and support to customers.

~ Serving as a point of escalation for customer issues and ensuring those issues are addressed quickly, rallying the appropriate teams.

~ Contributing to the development of internal Customer Success training materials to support future scaling of the team.

CEO 

Canopy Labs

As VP of Customer Success, I managed a team of Customer Success Managers and Analysts to ensure stellar customer onboarding and ongoing experience. I worked collaboratively with the sales, marketing, and product teams sharing feedback and identifying areas for improvement. 

Responsibilities included:
 
~ Managing a team of Customer Success Managers and Analysts, providing guidance, mentorship and feedback.

~ Overseeing the success of all Canopy Lab customers, from onboarding to ongoing use, to ensure contract renewals.

~ Providing strategic advice and support to our customers.

~ Serving as a point of escalation for customer issues and ensuring those issues are addressed quickly, rallying the appropriate Canopy Labs teams.

~ Contributing to the development of internal Customer Success training materials to support future scaling of the team.

~ Working collaboratively with product and marketing teams; sharing feedback, identifying areas for improvement, and supporting upsell conversations.

~ Contributing to the strategic direction of the Customer Success team within Canopy Labs.

Vice President of Customer Success

TouchBistro

Responsible for overseeing onboarding, customer retention, and special projects and for providing several direct reports. In addition, I also oversee the customer success specialists, our installation and support departments, renewals and retention, customer success ambassadors, and internal product specialists. 

~ The main goal was to ensure every TouchBistro customer had a smooth transition from the Sales team to the customer launch and beyond. 

~ In charge of ensuring the accuracy of quotes/orders/invoices in both the CRM (Salesforce) and Accounting (NetSuite) systems. 

~ Accountable for generating financial reports for accounts payable, accounts receivable, external partners, and keeping track of timely payments and collections. 

~ Manage the processes and lead the team to ensure smooth and efficient operations of the Customer Success area while executing current practices. I provided mentorship and continued professional development for team members.

Customer Success Director

Toronto Star

~ Department lead for a 12-month project to implement an improved CRM system, hiring and training a team of 5 Account Managers to effectively use the additional business insight the software offered to increase customer satisfaction and ensure business objectives and targets are being met. 

~ Oversaw a team of 9 employees successfully completing a 9-month advertising server migration, ensuring clients experienced no service issues during the transition of online campaigns.

~ Manage relationships with new and existing vendor partners, creating process workflows and systems that enable them to become entirely self-sufficient within 18 months.

~ Collaborate with various departments to ensure processes and business operations continue to run smoothly and that all revenue streams are closely monitored, as well as identifying opportunities to automate processes. Facilitated 179% online revenue increase and 48% increase in order processing efficiency.

~ Fostered and maintained strong client relationships from the sales phase through to daily account management, increasing revenue within an assigned sales territory from $250K to $850K in 12 months and managing account teams of 5 people.

Manager, Client Services Process Improvement

Torstar Digital

~ Acting as the main point of contact in all matters relating to client concerns and needs, building and strengthening client relationships to achieve long-term partnerships.

~ Maintaining accurate client records, and keeping track of any contract updates and renewals.

~ Working with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met.

~ Developing a thorough understanding of products and service offerings to better upsell and cross-sell to clients.

~ Staying on top of accounts, making sure they’re receiving services that are within their budget and meeting their needs, and generating progress reports to give to clients and higher-ups within the organization.

~ Identifying upsell, cross-sell, and renewal opportunities and communicating with the sales team regularly.

~ Building and maintaining lasting relationships with clients and partners by understanding focus and needs and anticipating them in advance.

Senior Account Manager & Account Executive

Working on the overall product strategy and vision. This role required me to be client-facing to get close to the problems and needs, then transfer this into the product vision.

~ Shaping the product roadmap for the core products and the strategy for all new products and features. Leading all efforts right from concept and discovery to release and launch. Working collaboratively with sales, marketing, and engineering teams.

~ Leading product strategy by harnessing the collective knowledge of all stakeholders (CEO, clients, engineers) and developing detailed requirements and features that are cost-effective.

~ Scoping out specific prospect/customer feedback and analyzing usage data/patterns to validate a business requirement and detail user stories.

~ Supporting engineering resources in creating effective wireframes and technical specifications that delivered on the business requirement.

~ Identifying and filling product gaps, leading the brainstorming of new ideas that grow market share.

Product Coordinator

Account Manager

Customer Service Representative

Helping fashion and beauty brands maximize revenue using data-driven and profitable email and SMS campaigns

Working as the VP of Customer Success for a top marketing analytics firm, I discovered the power data-driven campaigns had in unlocking massive hidden revenue streams.

By understanding, engaging, & activating their customers through an optimized customer journey (both online and offline), my clients have decreased their customer acquisition cost, increased their AOV by 26%, and lifted their product sales growth by 30%. 

After the analytics company, I worked for was acquired in 2018, I started my own consulting business, helping SaaS companies expand their reach & build best-in-class customer success departments. 

Being an unapologetic data nerd, I love nothing more than diving into a spreadsheet & analyzing numbers & trends.

Working for an AI-driven marketing company, I fell in love with data, customer segmentation based on behaviour, and personalized marketing campaigns. There, I honed my skills in Customer Journey Mapping, helping clients maximize their revenue and sales growth. 

Crunching the numbers to help business owners achieve their growth dreams keeps me excited daily!

I specialize in email and SMS campaigns & digital marketing strategies for brick-and-mortar & direct-to-consumer fashion & beauty brands generating $10-60MM annual revenue. 

My clients seek my strategic campaign experience to:

~ Provide input & strategic direction to meet business objectives and exceed financial expectations.

~ Analyze existing email marketing campaigns & flows to see where they are leaving money on the table and how they can increase revenue.

~ Refine their SMS marketing approach & strategy to increase conversions or launch a brand new SMS program from the ground up.

~ Improve email & SMS signup conversions.

~ Oversee deliverability & compliance processes to maintain & improve program performance.

~ Identify additional email & SMS flows to drive incremental revenue continually.

Email & SMS marketing should be a source of revenue and growth businesses can rely on. But too many companies are leaving money on the table and struggle to find the bandwidth to optimize their marketing campaigns. 

If your acquisition costs are growing but you’re struggling to meet & exceed your online revenue expectations, you’re missing out on a huge opportunity to expand. 

It’s why clients come to me to identify what messages they need to be putting in front of their customers to maximize their email & SMS marketing. 

If you’re a fashion or beauty brand that is looking for growth, I invite you to email me at sam@businessbeforefashion.com.

RevUp Accelerator strengthens businesses and boosts their sales through customer-centric email and SMS marketing. 

Since inception, we have generated over $50MM in attributable email and SMS revenue. For example, one of our clients, a fashion retailer, increased its email-based sales by 550%. 

Our core values revolve around trust, respect, honesty, and results. 

We seek to build mutual trust with every client to ensure an honest business relationship. There’s a trend in online marketing: selling a generic campaign or email flow and acting like that’s a holistic solution. But this is setting brands up to fail with unrealistically high expectations.

By being honest and upfront on all decisions, our team and clients are on the same page. I ensure my clients have a strategy that aligns with their audience and their product so they’re clear about the longer-term strategic roadmap for the future of their business.

In working with your marketing team, I will help them to…

~ Create buyers’ personas so you can start sending the right message to the right buyer at the right time.

~ Map out your customer’s journey with your product or service — from the first touchpoint to where you want them to end up.

~ Use your customer journey map to improve conversions and sales.

~ Understand the anatomy of a good email, along with email sequences, automation, and the importance of segmentation.

~ Nurture relationships through your emails so your subscribers stick to you like glue.

~ Measure what’s important, track metrics, identify gaps and maximize conversions.

~ Continue to improve your email deliverability and get into your customer’s inbox, not marked as spam or promotion.

If you’re ready to grow your profits with sure-fire methods guaranteed to give success every time…

Let me help you to create targeted, personalized marketing campaigns to maximize revenue for your business. Email sam.mcgregor@revupaccelerator.com.

Women of Customer Success

Member

The Public Place Network

✔ Led onboarding, adoption, and strategic success planning for all SaaS clients, increasing product utilization.
✔ Maintained 90%+ retention by aligning product features with client goals and leading impactful QBRs.
✔ Collaborated cross-functionally with marketing, tech, and executives to resolve issues and amplify customer feedback.
✔ Managed CRM workflows and client health metrics

Customer Success Manager (Remote)

ext. marketing

✔ Managed financial clients across marketing campaigns, consistently meeting 100% of project deadlines.
✔ Produced CIBC’s semi-annual investor report and daily wealth content, enhancing investor communications.
✔ Strengthened stakeholder relationships, driving an increase in repeat project requests.
✔ Used JIRA and Asana to streamline collaboration between creative, strategy, and client teams.

Account Manager (Remote)

Zone·tv™

✔ First point of contact for client inquiries and support needs; ensured CRM accuracy using Salesforce.
✔ Supported lifecycle management, onboarding flows, and marketing rollout coordination.
✔ Liaised across teams to identify handoff gaps and improve internal communication flows.

Client Relations Coordinator (Remote) 

JPMorgan Chase & Co.

✔ Acquired 15–20 new merchant accounts monthly; supported POS and ecommerce system setup.
✔ Trained and mentored 3 new hires in onboarding practices and client support strategy.
✔ Maintained over 90% documentation accuracy and responded to inquiries with top-tier CSAT scores.

Business Development Specialist (On-Site)

✔ Investigated 80+ fraud and risk cases daily, following up on 20+ to mitigate financial losses.
✔ Earned multiple awards for diligence and sound judgment, including "Safeguard Our Customer."

Analyst (Hybrid)

✔ Processed 20+ merchant onboarding applications daily for POS software and payment setup.
✔ Collaborated with sales to ensure complete and accurate documentation, achieving fast-tracked promotion.

Onboarding Specialist (On-Site)

✔Managed administrative duties across two branches, including front-line reception, staff calendar management, incoming and outgoing mail, and payroll.

Administrative Assistant (On-Site)

Client-focused. Empathetic. Tech-savvy.

I’m a Customer Success Manager (CSM) with 7+ years of experience driving customer retention, expansion, and adoption across SaaS, fintech, and startup ecosystems. I specialize in managing the end-to-end customer lifecycle, including onboarding, success planning, renewals, upsell opportunities, and churn reduction, with a strong focus on customer health scoring and strategic outcomes.

To me, customer success is about more than renewals. It’s about building trusted partnerships, delivering measurable value, and aligning product capabilities with high-impact business goals. I thrive on solving complex customer challenges, collaborating cross-functionally with Product, Sales, and Marketing teams, and turning CRM insights into actionable strategies that increase Net Revenue Retention (NRR) and Customer Lifetime Value (CLV).

Notable Wins:
• Boosted product adoption by 30% through tailored success plans and proactive success reviews
• Achieved 90%+ retention in a competitive SaaS market by implementing health-score monitoring and churn risk mitigation strategies
• Spearheaded CIBC investor communications, improving engagement with key stakeholders
• Partnered with Sales to identify expansion and upsell opportunities, contributing to revenue growth

Core Strengths & Tools:
• Customer Lifecycle Management: Onboarding, Adoption, Retention, Renewal, Expansion
• Churn Reduction & Health Scoring, QBRs & Executive Business Reviews
• Strategic Success Planning & Value Realization
• Cross-Functional Collaboration with Product, Sales, Marketing, and Support
• CRM & CS Tools: Salesforce, Gainsight, HubSpot, Notion, ClickUp, Intercom, Zendesk
• SaaS | Fintech | Tech

I am currently seeking remote-first CSM opportunities where I can combine relationship building, data-driven insights, and process optimization to deliver exceptional customer experiences and drive revenue growth.

Let’s connect 🤝

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Samantha McGregor

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