Melissa Braff is a Director of Customer Success at Qualtrics, where she leads a high-performing enterprise team supporting clients in the Technology and Telecommunications industries. A specialist in navigating complex organizational change, Melissa has been a leader in pivotal transformations within the Qualtrics CS organization, including the integration of technical and strategic functions and the evolution of the department's commercial funding and incentives models. She firmly believes that "next-gen" success is rooted in a growth mindset, continuously evolving how teams leverage AI, grow strategic customer maturity, and partner cross-functionally to drive product-market fit, adoption and customer value. Melissa began her career in the hospitality industry, where she developed a foundational obsession with crafting memorable guest experiences and driving long-term loyalty. Today, she merges that "people-first" hospitality ethos with a rigorous, data-driven approach to leadership. Melissa holds an MBA with Distinction from the Kellogg School of Management at Northwestern University, where she focused on Marketing and Management Science. Outside of her professional life, she can be found hiking in the Cascades or kicking a ball around Maple Leaf Park with her toddler.