Matt McCafferty
Senior Customer Success Manager at Resource Exploration (ResourceX)- Claim this Profile
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English Native or bilingual proficiency
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Spanish Limited working proficiency
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Bio
Victoria Danby
Matt is gracious, fiercely motivated, and a dedicated client advocate. For 3 years we worked side-by-side supporting client accounts, sharing knowledge and requirements to other teams, and partnering on ideas and projects. While managing our largest and most influential client, Matt cultivated communicative and trustful relationships with stakeholders, and simultaneously nurtured and educated end users on the product. Weather in-person or remote, Matt supported clients with the utmost of care and attention, all the while monitoring key performance indicators and driving data improvement projects wherever needed. His expert knowledge of our product benefited clients and also made him an invaluable resource to his colleagues (not to mention, his homemade granola was always a hit too!) Matt's eye for detail, ability to think outside the lines, and genuine relationship skills are true assets for any company!
Joe Baer
I worked with Matt for 3 years at Binti. first working with him when he was a Client Success Manager and then when he was a member of our product team. I thoroughly enjoyed working with him in both roles. I found him to be a beacon of knowledge about not only the Binti product but the child welfare field in general. He really understood the impact product could have on the customer experience and when he moved to our product team he did not lose sight of that. He always tried to include my team (Customer Support) in any new feature rollout that was planned. He commonly went to my team meetings to make sure my team was prepared for new features and openly accepted feedback about possible customer painpoints. I greatly miss working with Matt and would wholeheartedly recommend him for any position he is up for. Any company would be lucky to have him!
Victoria Danby
Matt is gracious, fiercely motivated, and a dedicated client advocate. For 3 years we worked side-by-side supporting client accounts, sharing knowledge and requirements to other teams, and partnering on ideas and projects. While managing our largest and most influential client, Matt cultivated communicative and trustful relationships with stakeholders, and simultaneously nurtured and educated end users on the product. Weather in-person or remote, Matt supported clients with the utmost of care and attention, all the while monitoring key performance indicators and driving data improvement projects wherever needed. His expert knowledge of our product benefited clients and also made him an invaluable resource to his colleagues (not to mention, his homemade granola was always a hit too!) Matt's eye for detail, ability to think outside the lines, and genuine relationship skills are true assets for any company!
Joe Baer
I worked with Matt for 3 years at Binti. first working with him when he was a Client Success Manager and then when he was a member of our product team. I thoroughly enjoyed working with him in both roles. I found him to be a beacon of knowledge about not only the Binti product but the child welfare field in general. He really understood the impact product could have on the customer experience and when he moved to our product team he did not lose sight of that. He always tried to include my team (Customer Support) in any new feature rollout that was planned. He commonly went to my team meetings to make sure my team was prepared for new features and openly accepted feedback about possible customer painpoints. I greatly miss working with Matt and would wholeheartedly recommend him for any position he is up for. Any company would be lucky to have him!
Victoria Danby
Matt is gracious, fiercely motivated, and a dedicated client advocate. For 3 years we worked side-by-side supporting client accounts, sharing knowledge and requirements to other teams, and partnering on ideas and projects. While managing our largest and most influential client, Matt cultivated communicative and trustful relationships with stakeholders, and simultaneously nurtured and educated end users on the product. Weather in-person or remote, Matt supported clients with the utmost of care and attention, all the while monitoring key performance indicators and driving data improvement projects wherever needed. His expert knowledge of our product benefited clients and also made him an invaluable resource to his colleagues (not to mention, his homemade granola was always a hit too!) Matt's eye for detail, ability to think outside the lines, and genuine relationship skills are true assets for any company!
Joe Baer
I worked with Matt for 3 years at Binti. first working with him when he was a Client Success Manager and then when he was a member of our product team. I thoroughly enjoyed working with him in both roles. I found him to be a beacon of knowledge about not only the Binti product but the child welfare field in general. He really understood the impact product could have on the customer experience and when he moved to our product team he did not lose sight of that. He always tried to include my team (Customer Support) in any new feature rollout that was planned. He commonly went to my team meetings to make sure my team was prepared for new features and openly accepted feedback about possible customer painpoints. I greatly miss working with Matt and would wholeheartedly recommend him for any position he is up for. Any company would be lucky to have him!
Victoria Danby
Matt is gracious, fiercely motivated, and a dedicated client advocate. For 3 years we worked side-by-side supporting client accounts, sharing knowledge and requirements to other teams, and partnering on ideas and projects. While managing our largest and most influential client, Matt cultivated communicative and trustful relationships with stakeholders, and simultaneously nurtured and educated end users on the product. Weather in-person or remote, Matt supported clients with the utmost of care and attention, all the while monitoring key performance indicators and driving data improvement projects wherever needed. His expert knowledge of our product benefited clients and also made him an invaluable resource to his colleagues (not to mention, his homemade granola was always a hit too!) Matt's eye for detail, ability to think outside the lines, and genuine relationship skills are true assets for any company!
Joe Baer
I worked with Matt for 3 years at Binti. first working with him when he was a Client Success Manager and then when he was a member of our product team. I thoroughly enjoyed working with him in both roles. I found him to be a beacon of knowledge about not only the Binti product but the child welfare field in general. He really understood the impact product could have on the customer experience and when he moved to our product team he did not lose sight of that. He always tried to include my team (Customer Support) in any new feature rollout that was planned. He commonly went to my team meetings to make sure my team was prepared for new features and openly accepted feedback about possible customer painpoints. I greatly miss working with Matt and would wholeheartedly recommend him for any position he is up for. Any company would be lucky to have him!
Experience
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Resource Exploration (ResourceX)
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United States
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Government Administration
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1 - 100 Employee
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Senior Customer Success Manager
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Oct 2022 - Present
As a CSM responsible for the full post-sales cycle, I ensure early success and ongoing satisfaction for all users. I lead implementation and onboarding, partner with senior leadership on change management strategies, train users, and import data to onboard new accounts. I troubleshoot and triage high-impact challenges, manage data integrations, and support internal teams with product QA and feedback. As a CSM responsible for the full post-sales cycle, I ensure early success and ongoing satisfaction for all users. I lead implementation and onboarding, partner with senior leadership on change management strategies, train users, and import data to onboard new accounts. I troubleshoot and triage high-impact challenges, manage data integrations, and support internal teams with product QA and feedback.
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Binti, Inc.
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United States
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Software Development
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1 - 100 Employee
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Customer Experience Manager
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May 2021 - Jul 2022
I applied my customer engagement experience and product expertise to ensure that our Product, Engineering, Customer Support, and Customer Success teams had the knowledge, tools, and support to deliver an excellent customer experience. I triaged incoming bug tickets, conducted pre-deploy QA, prepared release notes, scoped product updates, led user interviews and shadowing sessions, and managed user data cleanup projects.
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Enterprise Customer Success Manager
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Mar 2019 - May 2021
I supported 20 high-touch accounts, including Binti's top three strategic accounts, and experienced minimal churn and positive net revenue retention. I managed implementation and onboarding, conducted monthly check-ins, led QBRs, provided technical support, escalated high-impact challenges, advocated internally for new features and updates, engaged accounts to encourage greater product adoption, and completed on-site user interviews and shadowing.
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Counterpart International
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United States
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International Trade and Development
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400 - 500 Employee
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Communications Associate
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Nov 2016 - Feb 2019
As a Communications Associate, I strengthened collaboration between teams, increased access to information, and improved messaging focus and consistency. I designed and implemented a project management system; assisted with an overhaul of Counterpart's information architecture; wrote, edited, and designed proposals and deliverables; collaborated with business development and program teams to maintain messaging consistency; managed website content; and oversaw vendor relationships. As a Communications Associate, I strengthened collaboration between teams, increased access to information, and improved messaging focus and consistency. I designed and implemented a project management system; assisted with an overhaul of Counterpart's information architecture; wrote, edited, and designed proposals and deliverables; collaborated with business development and program teams to maintain messaging consistency; managed website content; and oversaw vendor relationships.
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Lancaster County Children & Youth Agency
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United States
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Medical Practices
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1 - 100 Employee
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Program Specialist
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Mar 2014 - Jan 2016
As a Program Specialist, I built relationships and improved processes to make casework practice better for caseworkers and the families they serve. I developed and nurtured partnerships with community service providers, led and participated in multidisciplinary teams, developed and delivered trainings on Agency procedures and best practices, and coordinated onboarding for all new staff.
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Caseworker
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Nov 2011 - Mar 2014
I investigated allegations of child abuse and supported the families of children in foster care. I was responsible for interviewing victims and perpetrators of child abuse, testifying in court hearings, directing provision of mental health and drug/alcohol treatment for clients and keeping up-to-date documentation of all casework activity.
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Education
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2009 - 2010
University of St. Andrews
Master of Arts (M.A.), Peace and Conflict Studies -
2003 - 2007
The Catholic University of America
Bachelor of Arts - BA, Political Science and Government
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