Rachael Lam, MHA

Go-getter
DISC Type : d

Director of Customer Success at Teramind

Portland, Oregon, United States

Overview

Rachael is a people-first Customer Success leader with a record of scaling teams of over 40 people and managing more than $85M in ARR for SaaS companies. Described by colleagues as "empathetic, " "proactive, " and "driven, " she holds a Masters degree from Pacific University and contributed to a previous company winning a prestigious "Best in KLAS" award.

Outside of her professional life, Rachael took a planned career break to focus on raising her young children, viewing it as an opportunity to hone skills like strategic planning. Her leadership philosophy is partly shaped by a quote on attitude her swim coach shared with her, reflecting a long-standing focus on personal development.

A unique fact is her deliberate and successful return to a director-level role after taking time off to prioritize her family.

Personality Overview

Direct & Candid

Vision Oriented

Self-Confident

They don’t always try to control the conversation but neither do they like yielding it fully.  They can be nudged to make faster decisions by offering what they value. They care equally about the product and its potential impact.

Topics They Care About

Empathetic Leadership
Her posts and professional summary emphasize a people-first, human-centered approach to leadership, focusing on earning trust and investing in her team's growth.
Scaling CS Teams
Has a proven track record of scaling and transforming customer success organizations in fast-paced, venture-backed SaaS environments to manage significant revenue.
Data-Driven Strategy
Her headline mentions using data-driven decisions to drive revenue, build high-performing cultures, and deliver strategic impact.

Media Appearances

Rachael has no verified media appearances

Work History

2-2026
Director of Customer Success at Teramind
6-2025 - 2-2026
Full-time parenting at Career Break
10-2023 - 6-2025
Director of Customer Success at PerfectServe
4-2022 - 10-2023
Senior Manager Customer Success at Smarsh
4-2021 - 5-2022
Manager, Customer Success at Smarsh

Education

2016 - 2018
Master's degree from Pacific University
2009 - 2013
Bachelor of Science (B.S.) from University of Oregon

More Information

Social Presence :

Prographics :

Exp : 18 Location : Portland, Oregon, United States Job Level : Mid-senior Designation : Director of Customer Success at Teramind
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Insights For Selling To Rachael

During A Call Or A Meeting

DO's

  • Get to the point quickly instead of spending too much time on pleasantries
  • Make sure that they have the necessary authority, they could present false stature sometimes
  • Make sure that you you respond to any queries from them quickly

DONT's

  • Avoid long winding pitches, stay objective
  • Don’t expect them to change their mind quickly if they say no once
  • Avoid repeating yourself or making generalizations

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rachael is

  • Belief in the product plays an important role, followed by objective proof and testimonials.
  • Will you ever get a clear answer from Rachael

  • They may hesitate slightly, but if they are not convinced, they will say no.

Insights For Deal Planning

    How fast (or slow) will Rachael move?

  • They are neither the fastest decision makers nor the slowest.
  • Can Rachael take some risk or not?

  • They can take risks only after they have analyzed the advantages and disadvantages.

You And Rachael

Personality Compatibility


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