Adrian McCallCustomer Success & Operations Contact Adrian

Senior Customer Success and Operations Leader

Adrian
McCall

I build the systems that move customers from registration to value.

I turn complex customer journeys into clear operating models, scalable lifecycle programs, and reporting leaders can act on. My work connects onboarding, enablement, CRM operations, automation, and team execution to measurable business performance.

Review my workDownload résumé

Currently exploring Senior Customer Success, CS Operations, Implementation, Onboarding, Enablement, and Client Success roles. Open to remote U.S. opportunities and select Chicago roles.

Adrian McCall wearing a navy suit
Houston basedRelocating to Chicago
Lifecycle strategyEnablementAutomationExecutive reporting

The work

Customer Success is strongest when the journey, the team, and the data operate as one system.

I work at the point where customer experience meets operational execution. I find the friction, build the process around it, and give leadership a direct view of what changed.

Case studies

Two businesses. Two different customer journeys. One operating discipline.

Case study 01

National real estate technology marketplace

Redy

Customer Success Manager, Agent Acquisition & EnablementNovember 2024 to July 2026 · Remote

Redy was a national two sided marketplace connecting home sellers with competing real estate agents. The business needed more than registrations. It needed a repeatable path from qualified agent to proposal, walkthrough, seller selection, and revenue.

The operating challenge

Agent activity crossed acquisition, onboarding, support, marketplace participation, and transaction outcomes, but ownership and visibility were fragmented.

What I built

I built and led the agent acquisition and enablement function from the ground up. I owned lifecycle strategy, demos, onboarding, reactivation, HubSpot automation, team coaching, operating processes, and weekly executive KPI reporting.

How it changed the business

The function moved from disconnected activity to a measurable operating system that linked agent engagement directly to marketplace performance and realized revenue.

Listings to Push

Results across 419 working listings

715total proposals
492net proposal gains
97walkthroughs
41seller selected agents
$64.7Krealized revenue

Additional scale: 700+ approved registrations, 100+ live demos and onboardings, 179,000 HubSpot workflow enrollments, and 655+ measurable goal completions across an approximately 18,000 agent user base.

Case study 02

Enterprise IT asset disposition and electronics recycling

CompuCycle

Customer Success Manager · Business Development ManagerOctober 2021 to July 2024 · Houston, Texas

CompuCycle helps organizations securely retire, process, and recycle technology assets. Its Fortune 500 clients brought complex logistics, compliance requirements, data security expectations, and many simultaneous service projects.

The operating challenge

Enterprise clients needed reliable execution across sales, service delivery, compliance, and support, while internal teams needed clearer ownership of accounts, project activity, and customer risk.

What I changed

I implemented scalable Customer Success processes, CRM workflows, automation, training, client success frameworks, IVR improvements, and clearer cross functional handoffs across the customer lifecycle.

How it changed the business

The new operating structure improved efficiency by 60%, supported more than 100 concurrent client projects, strengthened adoption and retention, and contributed to more than 50 enterprise account wins.

Fortune 500 portfolioSecure data erasureITAD complianceDynamics 365HubSpotRazor ERP

Selected outcomes

The work moved people, process, and revenue.

Each number reflects a customer action, an operating improvement, or a business outcome.

179Kworkflow enrollments across an 18,000 agent user base
715proposals generated across 419 working listings
$64.7Krealized revenue connected to marketplace activity
60%operational efficiency improvement at CompuCycle

How I operate

I make the customer journey easier to run and easier to understand.

  1. 01

    Diagnose

    Find where the customer journey, internal handoff, or leadership view is breaking.

  2. 02

    Design

    Build the workflows, ownership, enablement, automation, and reporting around it.

  3. 03

    Operationalize

    Give the team a clear way to execute, measure performance, and improve.

  4. 04

    Connect

    Tie customer behavior to adoption, retention, revenue, and executive decisions.

Experience

Customer facing leadership across operations, service, and revenue.

Redy

Customer Success Manager, Agent Acquisition & Enablement

Built and led the agent acquisition and enablement function for a national two sided real estate technology marketplace.

CompuCycle

Customer Success Manager · Business Development Manager

Led lifecycle and service operations for enterprise IT asset disposition and electronics recycling clients.

Poolsure

Technical Service Representative

Delivered high volume technical support and service coordination across Texas, Louisiana, and Florida.

Lights Fantastic PRO

Inside Sales Representative

Managed full cycle sales for architectural lighting projects and consistently exceeded monthly sales targets.

Start a conversation

Need a leader who can turn customer activity into an operating system?

I am open to Senior Customer Success, Customer Success Operations, Implementation, Onboarding, Enablement, and Client Success opportunities with SaaS and technology companies.

Email AdrianView LinkedIn

Based in Houston · Relocating to Chicago · Open to remote U.S. roles