CSaaS: The ESG Advantage

Customer Success as a Service is helping companies efficiently extend their customer coverage model with a pay-for-performance approach powered by people. ESG is pioneering Customer Success.

We ensure positive customer experiences that drive customer success and your ROI. We work directly with end-users to proactively help them get the most out of their products and services, which in turn allows product and service companies to improve revenue stream profitability and reliability.

How? We provide the people and processes to close your customer coverage gap and sell more customer education. Our team of professionals act as an extension of your existing Customer Success and Education Services strategy, providing proactive customer management that drives success at all levels.

In the end, ESG helps you generate more revenue from your existing customer base, reduce churn, increase transparency and visibility in the sales process, and improve the predictability of your revenue stream.

Meet Our Leadership Team

  • Michael Harnum
    Michael Harnum Chief Executive Officer

    Michael Harnum joined ESG in November 2016 after holding senior executive leadership roles at Ibotta and ServiceSource. While at Ibotta, Michael helped successfully build and scale a rapidly growing customer technology platform. Before that, Michael spent five years with ServiceSource where he led a worldwide sales team and developed service offerings that increased end-customer renewal rates and average customer lifetime value.

    With more than 27 years of experience in the Technology and Services industry, Michael has proven to be an influential leader maximizing employee productivity, improving customer satisfaction and helping businesses grow. He is passionate about providing world class customer care and is driven to help organizations succeed.

    When he’s not working, Michael enjoys coaching youth sports and spending time with his wife and three children.

  • Ted Hyle
    Ted Hyle Vice President of Finance and Administration

    Ted has over 20 years of financial management experience. Prior to joining ESG, Ted served as Controller and General Manager of various Starwood and IHG hotels. He has a successful history of planning, developing and implementing strategic business objectives that have provided substantial cost savings in numerous and varied areas of organizations. As a financial leader, Ted has built successful teams by setting clear expectations and has motivated employees to new levels of achievement. His leadership skills have helped him maintain profitable working relationships with individuals from all levels, including clients and vendors.

    Ted received his Bachelor’s degree from Spring Hill College and is an avid cyclist and triathlete. He is also a member of the Board of Directors for the Institute of Management Accountants and Treasurer for Central Montessori Academy.

  • Megan Macaluso
    Megan Macaluso Vice President of Strategic Development

    Megan has held a myriad of leadership and strategic positions within technology and services. She has strong Business Development and Account Management experience, in addition to Project and Program Management roles where she successfully implemented and expanded a diverse set of accounts and technology platforms.

    During her six-year tenure at ServiceSource, Megan led inside sales teams that consistently hit targets on behalf of her clients, project managed large and complex technical implementations and provided Customer Success Program Management for the largest strategic global accounts. While at TelStar Hosted Services, she specialized in Customer Success and Business Development, providing telecommunication solutions and on-going client support.

    Client advocacy and crafting solutions for her business partners are Megan’s professional passions, and she brings to ESG a thoughtful and dynamic client-centric approach. Megan believes strongly in building robust, principled, and smart solutions for her clients, with a unique skillset to meet those goals.

    Megan resides in Denver with her son and husband, enjoys Jeeping in the Rocky Mountains, and spending time with friends and family.

  • Sheik Ayube
    Sheik Ayube Director of Business Development

    Sheik brings a unique set of strengths to ESG. He previously worked at ServiceSource on multiple enterprise level portfolios and brings a “roll up your sleeve” attitude when it comes to driving Customer Success. With half a decade of working in the technology and SaaS space, Sheik has collaborated with executives and their teams in both driving and implementing strategy in the workforce. His strong leadership and problem-solving skills have proven effective working B2B with manufacturing, distribution, and niche markets. His focus on truly understanding a business, drive his methodology that leads to real business impacts and results.

    Although Sheik has lived in beautiful Toronto, busy New York, and sunny Florida, he now resides in the Mile High City. When not working, he enjoys a healthy appetite of traveling, hiking the Rocky Mountains and taking full advantage of the live music and brewery scene Denver has to offer.

  • Kristen Skunza
    Kristen Skunza Director of Marketing

    Guided by expertise in marketing strategy development, project management, and team leadership, Kristen has helped drive revenue growth for some of the biggest names in technology. Using the power of marketing automation, email, social, and pay for performance channels, Kristen and her team cultivate campaigns that improve customer adoption and retention for ESG clients.

    Before joining ESG, Kristen led marketing programs within e-commerce, automotive, and manufacturing organizations. Her multi-industry experience developed her unique approach, which combines creativity and analytics to deliver tangible results.

    Kristen is a graduate of Franklin University and lives in Cincinnati. In her free time, you can find her hiking the gorge, kayaking a local lake, sampling the best brews and bourbons Kentucky has to offer, or just kicking back with family and friends.