Michelle Lucas

Visionary
DISC Type : Ds

VP, Global Customer Success at WorkWave

Gainesville, Florida, United States

Overview

Michelle Lucas serves as the VP of Global Customer Success at WorkWave, bringing nearly 15 years of leadership in SaaS customer experience and operations. A University of Florida alumna, she focuses on creating value for customers, fostering team development, and driving operational excellence.

Described by colleagues as inspiring, authentic, and people-focused, Michelle is committed to mentoring and empowering her teams. Her leadership is noted for fostering a culture of inclusion and collaboration, and she is praised for her integrity-driven and high-energy approach.

Michelle is an award-winning executive, having received honors for both "Achievement in Customer Experience" and "Excellence in Customer Success. "

Personality Overview

Early Adopter

Direct & Assertive

Objective Evaluator

Reading between the lines and seeing beyond your words comes naturally to them.  They exhibit a rare combination of being result-oriented but patient at the same time. They are very professional in their approach and can weigh multiple perspectives together.

Topics They Care About

CS Transformation
Has a track record of transforming customer success teams by defining new engagement models, improving retention, and implementing platforms for data-driven insights.
Global Team Leadership
Leads global customer success at WorkWave and previously directed large teams across North America and APAC, managing a significant renewal book of business.
Mentorship & Empowerment
Consistently praised for an inspiring, people-focused leadership style that prioritizes mentoring her team, empowering others, and fostering a supportive, high-performance culture.

Media Appearances

Michelle Lucas - VP, Global Customer Success at WorkWave | The Org. Featured in The Org

See Now

Work History

11-2025
VP, Global Customer Success at WorkWave
4-2025 - 11-2025
Strategic Customer Experience and Operations Consultant at Consulting
1-2024 - 3-2025
Senior VP, Customer Success at Anthology Inc
4-2023 - 9-2023
Vice President , Customer Experience at GoGuardian
2022 - 2023
Group Vice President, Customer Success at PowerSchool

Education

BS from University of Florida
MS from University of Phoenix

More Information

Social Presence :

Prographics :

Exp : 23 Location : Gainesville, Florida, United States Job Level : Senior Designation : VP, Global Customer Success at WorkWave
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Insights For Selling To Michelle

During A Call Or A Meeting

DO's

  • You can spend time on BANT (or other qualification methodology) but keep it to the point
  • During followups, use phone or text if needed, they should be fine
  • Come across as a trustworthy professional and be respectful, they usually know their game

DONT's

  • Avoid putting conscious effort into relationship-building
  • Don't get into pricing discussions early on, steer conversation towards proven results
  • Don't shy away from asking hard questions, but be extra polite

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michelle is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Michelle

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Michelle move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Michelle take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Michelle

Personality Compatibility


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