Cheryl Walsh

About

Loyalty is Ireland's first retention consultancy, helping global B2B SaaS companies turn customer churn into predictable revenue growth. As the former Head of Customer Success at Expensify, I now work as a fractional CCO and retention consultant, implementing data-driven systems that prevent churn before it happens. I specialise in building predictive retention frameworks for mid-market and enterprise SaaS companies; combining health scoring, usage telemetry, and strategic interventions to rescue at-risk accounts and drive expansion. My approach delivers measurable results in fast, not quarters. Ideal for companies with complex customer bases that need senior CS expertise without the 6-month hiring process.

Experience

• Principal Consultant · Loyalty2025-05-01 –

  I help SaaS and recurring revenue businesses reduce churn and accelerate revenue growth through sprint-based retention programmes.

• Head of Customer Success · Expensify2023-08-01 – 2025-04-01
• Manager, Success & Marketing · Expensify2021-07-01 – 2023-08-01
• Manager, Customer Success · Expensify2019-11-01 – 2021-07-01
• National Account Manager- APAC · Clonakilty Food Co.2014-11-01 – 2019-11-01
• BDM/ Customer Service Manager · DealBoard Pty Ltd2011-10-01 – 2012-05-01
• BDM & Revenue Manager · Blooms Hotel Group2010-07-01 – 2011-05-01
• Sales Associate · CITYBOX ADVERTISING LIMITED2006-08-01 – 2010-07-01

  Managed a large portfolio of direct sales in Dublin/Europe

Education

• University of AdelaidePostgraduate Degree, Psychology
• University College DublinBachelor of Arts - BA, English Literature (British and Commonwealth)

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