Shannon Steiner
Shannon Steiner is a seasoned Customer Success leader with over 16 years of experience in client-facing roles, including nearly a decade focused specifically on customer success. For Shannon, customer success is not a department, it is a philosophy: relationships drive results. She has built and scaled Customer Success functions from the ground up, implementing systems, frameworks, and strategies that enhance client adoption, loyalty, and revenue expansion. Her expertise spans SaaS, E-commerce, and Health Tech industries, with specialties in CRM and CSP implementation, customer retention, account expansion, change management, and team leadership.
Currently serving as Head of Customer Success at MemberSpace, Shannon oversees 400 top-tier accounts while shaping the strategy for a growing membership software platform. She quickly implemented a full health-scoring system using Vitally, creating visibility into client engagement and risk within the first 90 days. Her leadership philosophy emphasizes proactive partnership over reactive support, helping online entrepreneurs from yoga instructors to meditation teachers build sustainable businesses through membership models. Shannon’s career reflects a consistent pattern of taking on roles that require foresight, structure, and scalability, including building customer success departments from scratch at companies like Brandfolder and implementing foundational tools such as Zendesk and onboarding frameworks.
A graduate of the University of Denver with dual degrees in Business/Corporate Communications and Spanish Language and Literature, Shannon also taught English in Argentina, an experience that sharpened her communication skills and broadened her worldview. She is certified in Cognitive Behavioral Therapy (CBT), which informs both her professional resilience and personal approach to leadership. Beyond work, Shannon balances her role as a mother of two with wellness practices, outdoor adventures, and advocacy for sustainable work-life boundaries. Recognized as an Influential Woman for 2026, she continues to redefine customer success leadership in modern tech through strategy, empathy, and fearless self-advocacy.
• Vitally Certification
• CBT (Cognitive Behavioral Therapy) Coach Practioner
• Mindfulness Cognitive Behavioral Therapy Practitioner
• TEFL
• University of Denver - BBC
• University of Denver - B.A. in Spanish
• Cherrington Global Scholar
• Provost Scholar
• Active participant in the Vitally Customer Success community
• Volunteer involvement in recovery and sobriety-focused events and groups
What do you attribute your success to?
I attribute my success to strong relationship-building and acting as a trusted advisor to my clients. My proactive, solution-oriented approach to customer success, combined with the ability to create scalable processes and systems, allows me to drive meaningful results. I also embrace taking risks, stepping into unfamiliar situations, asking thoughtful questions, and communicating clearly, all of which have helped me grow professionally and make a measurable impact for the teams and clients I serve.
What advice would you give to young women entering your industry?
My advice to young women entering the industry is to put yourself in the ring by applying for roles even if you don’t meet every qualification. Learn quickly, ask for help and feedback, and iterate as you grow. Prioritize clear communication and actively seek mentors, while being willing to be assertive and claim your seat at the table. At the same time, balance ambition with boundaries by learning to say no when you are at capacity, protecting your energy while maximizing your impact.
What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in my field right now is managing burnout from wearing many hats at early-stage companies, where KPIs and technology landscapes are constantly shifting. At the same time, there are tremendous opportunities as customer success becomes increasingly human-centered in an era of rising automation and AI. Tools that support micro-communities and focused customer success initiatives allow teams to scale while building trust-based engagement, creating meaningful connections that drive long-term client loyalty.
What values are most important to you in your work and personal life?
The values most important to me in both my work and personal life are clear communication, building trust-based relationships, and maintaining a healthy work–life balance. I prioritize fostering a calm and respectful workplace culture while keeping a strong focus on health and wellness, including advocacy for sobriety. These principles guide how I lead teams, interact with clients, and approach challenges, ensuring that integrity, empathy, and well-being remain central to everything I do.