Wayne McCulloch

Wayne McCulloch is recognized for his expertise in customer success, with more than 25 years of experience in the software industry as an executive, author, and keynote speaker. His career encompasses the evolution of the SaaS sector, with specialized knowledge in training, adoption, and customer experience—key areas that support effective customer success organizations. McCulloch has been named a Top 100 Customer Success Strategist and has received multiple industry awards for his contributions to the field.

McCulloch began his career at PeopleSoft and Vignette, later advancing to senior leadership roles at major enterprise software companies. He has served as senior vice president at Salesforce, chief customer officer at Kony, Inc., and vice president of the Customer Success Group at Looker. At Google Cloud, McCulloch led customer success for the SaaS portfolio, managing customer experience for millions of users. He has also held the position of chief customer officer at WalkMe, where he oversees post-sales functions including customer success, service, and support, and directs the WalkMe Digital Adoption Institute, an initiative focused on digital adoption and professional development in the software industry.

McCulloch is the author of the book, "The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company." The book offers a comprehensive framework for building and scaling customer success organizations, addressing topics such as customer journey mapping, onboarding, retention, expansion, and the development of strategic advisors. It serves as a resource for customer success professionals at all stages of their careers.

As a keynote speaker, McCulloch addresses audiences on topics related to customer success strategy, digital adoption, and client relationship management. His approach emphasizes the integration of customer success across all roles and functions within an organization, advocating for a proactive and holistic view of client engagement and long-term business growth. Through his work as a practitioner and thought leader, McCulloch contributes to the ongoing development of the customer success profession in the global software industry.