Michael North

Mentor at heart and leader in practice, dedicated to helping people become the best version of themselves. As a manager of customer success and support teams, I focus on clarity through documentation, simplifying processes with automation, and empowering individuals to grow in their careers and confidence.

With a proven ability to lead teams through growth, acquisitions, and enterprise escalations, I bring structure to chaos, bridge technical and business needs, and help people develop into confident leaders.

I carry this same philosophy into health and fitness as a certified trainer and nutrition coach. The most effective business leaders recognize that self-care isn’t optional — it’s essential. When leaders prioritize their health and focus, they model empowerment for their teams and drive stronger results across the organization.

Director of Support & Customer Success | SaaS Operations | Mentorship & Health Coaching

Passionate about leadership, mentorship, and building high-performing teams, I’ve spent my career creating systems that empower people to thrive. I bring a proven ability to guide organizations through growth, acquisitions, and enterprise escalations — turning complexity into clarity and building processes that scale.

My passion lies in helping people grow, both professionally and personally. I’ve built knowledge systems that cut onboarding time nearly in half, introduced automation that freed teams to focus on meaningful work, and led executive-level escalations that preserved millions in revenue. Just as importantly, I’ve coached engineers and CSMs into leadership roles, helping them find confidence and direction in their careers.

I believe the strongest leaders model the values they want to see in others. As a certified trainer and nutrition coach, I live this philosophy by prioritizing health, resilience, and focus — showing teams that self-care is the foundation of high performance.

Philosophy

I believe leadership is about clarity, systems, and empowerment. Strong leaders bring order to complexity by documenting what works, building processes that scale, and creating consistency for their teams.

I also believe in the power of automation. By removing repetitive tasks, leaders give people the freedom to focus on meaningful, high-value work — the kind of work that drives both results and satisfaction.

Most importantly, I believe leadership begins with health and focus. When leaders prioritize their own resilience, they set the tone for their teams. Empowered leaders create empowered teams — and that’s where the strongest results are born.

Work Experience

Solution Consultant
Faye Digital (2025–Present)

  • Guiding enterprise CRM migrations and marketing automation strategies across Salesforce, HubSpot, and Microsoft Dynamics. Designed workflows that improved deliverability, segmentation, and conversions, while reducing database bloat for clients.

  • Led end-to-end CRM data migrations across Salesforce, HubSpot, Microsoft Dynamics 365, and SugarCRM, including schema alignment, integrity validation, deduplication, and re-engagement workflows.

  • Designed and optimized marketing automation in Marketo, HubSpot, Pardot, and Sugar Market, improving deliverability, lead quality, and conversions.

  • Partnered with stakeholders to define KPIs, migration success criteria, and long-term adoption strategies for scalable data governance.

Founder & Principal Consultant
MNorth Consulting (2025–Present)

  • Delivered CRM implementations and IT infrastructure projects for small and mid-market clients.

  • Built SaaS support frameworks with escalation pathways, documentation systems, and KPI dashboards to improve customer retention and team performance.

  • Designed and deployed IT onboarding workflows and asset management systems.

  • Provided strength training and nutrition coaching to executives, helping them increase focus, resilience, and energy for better leadership performance.

Senior Technical Support Leader
SugarCRM (2019–2025)

  • Directed Tier 2 enterprise support and served as primary escalation lead for high-value clients.

  • Cut escalation timelines by 25–30%, preserving millions in ARR through structured communication and root-cause resolution.

  • Created QA programs (peer review + real-time feedback) and a knowledge base that reduced onboarding time by 40% and increased first-touch resolution.

  • Partnered with Product, Engineering, and Customer Success to translate support insights into product roadmaps and adoption strategies.

  • Mentored engineers through individualized growth plans, leading to multiple promotions and stronger client relationships.

Director of Technical Support
Salesfusion (2014-2019)

  • Built the entire support organization from the ground up during a period of rapid SaaS growth.

  • Established documentation-first onboarding systems that reduced new-hire ramp time by 40%.

  • Designed escalation workflows and decision-tree processes that improved resolution times and customer satisfaction.

  • Developed QA and feedback loops that improved first-contact resolution and team consistency.

  • Created the foundation for a talent pipeline that fueled the broader organization with future product managers, trainers, and CRM specialists.

Skills

    • Customer Success Systems Architecture

    • SaaS Support Operations Leadership

    • Escalation & Incident Management

    • Service Delivery Excellence

    • Technical Team Mentorship & Coaching

    • Stakeholder Communication & Alignment

    • Cross-Functional Program Management

    • Quality Assurance & Process Optimization

    • Knowledge Base & Documentation Strategy

    • Operational KPIs, Analytics & Process Improvement

    • CRM/CSM Platforms: SugarCRM, Salesforce, Microsoft Dynamics, HubSpot, Bullhorn, NetSuite, Sage, Infor

    • Support & Service Platforms: Zendesk, Freshdesk, Atlassian Suite, Jira

    • Infrastructure & Development Tools: GitHub, Jenkins, AWS Cloud, Microsoft 365 Suite, MSSQL/MySQL

    • Methodologies: ITIL framework, Root Cause & Lifecycle Analysis

    • Other Expertise: API Integrations, HTML, JavaScript

Beyond Work. Let’s Connect.

As a certified trainer and nutrition coach, I have helped individuals and leaders improve their strength, energy, and resilience. Just as I build systems for SaaS success, I create sustainable routines for health — simple structures that people can follow consistently to achieve lasting results.

Health is not just a personal pursuit for me. It is a way to lead by example. I actively support health and fitness communities where I share the same mentoring approach I bring to business: encouraging people to challenge themselves, embrace growth, and step into a stronger version of who they are.

For me, leadership does not stop at the office. Whether I am guiding an enterprise team through complex challenges or coaching someone through their first strength program, the goal is the same: to build clarity, confidence, and long term success.

If you are interested in working together — whether that means strengthening your organization with leadership, or strengthening yourself through coaching — I would love to connect.