Elastic Path Insider: Meet the Customer Success Team

This blog was last updated in June 2025.

Meet our Customer Success team! Each team member is a master of our products and works with our customers to ensure they get expert guidance and support throughout onboarding, implementation, and onward.

The team's overarching goal is to ensure we’re partnering with our customers to meet their goals, so they can focus on launching and continuously optimizing unique digital commerce experiences for their customers.

As Elastic Path has added customers, our Customer Success team has grown. To demonstrate our dedication to customer success, we sat down with the team and asked a series of questions to get to know them, their role, and how they contribute to our customers’ commerce ambitions. Let's go meet the team!

The Elastic Path Customer Success team

Rachel DelGrande
SVP, Sales & Customer Success

Alicia Tang
Manager, Customer Success

Courtney Drach
Senior Customer Success Manager

Patrick MacLachlan
Senior Director, Customer Success

Neil Grover
Customer Success Manager

Q&A with the Elastic Path Customer Success team

Hear from Rachel, the leader of the Customer Success team, about what customers should know about working with Elastic Path. Then, hear from our customer success managers about their roles, their backgrounds, and the way that they help our customers unlock commerce success.

Q: What's the first thing you would want a customer to know about working with Elastic Path?

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Q: What does a typical customer engagement/cadence look like?

Rachel, SVP, Sales & Customer Success: We often meet with our customers on a weekly basis to hear what’s going on and review the status of open projects. On other calls, we’ll bring in other members of the Elastic Path team to workshop roadmaps, talk about their requirements, and work on the future of the product. We think of our customers as co-authors so we meet often to bring them into our products.

Q: How should Elastic Path customers familiarize themselves with our product?

Rachel, SVP, Sales & Customer Success: Try the Elastic Path eCommerce learning center! It's a great place for customers to get started with their onboarding. I also highly recommend that customers leverage the learning center as a resource throughout our partnership. We frequently publish easily digestible short-form courses and other learning experiences there.

Q: How long have you been working in the eCommerce Industry?

Rachel, SVP, Sales & Customer Success: I’ve been working in eCommerce and retail my entire career. I started off as an eCommerce buyer and have worked for various eCommerce SaaS companies like Truefit and NewStore.

Alicia, Manager, Customer Success: Starting at Elastic Path in 2022 was my first role in the eCommerce industry.

Courtney, Senior Customer Success Manager: This marks my first role entirely dedicated to eCommerce. Leading up to joining Elastic Path, I’ve overseen several transformative digital retail projects, encompassing various aspects such as POS, order management, and appointment scheduling, all with a connection to eCommerce.

Patrick, Senior Director, Customer Success: I've been working in this industry for over 18 years.

Neil, Customer Success Manager: My background was more rooted in the payments space. I've held varying roles, from account management to customer success, and have found it to be an enlightening experience. Since June 2022, it’s been exciting to be able to apply my experience to support our customers in their digital commerce journeys.

Q: What does your role entail?

Rachel, SVP, Sales & Customer Success: I’m responsible for delivering the best customer experience and products for our customers so that they can deliver the best technology experience to their customers.

Alicia, Manager, Customer Success: Our customer success team maintains a close relationship with our customers. I aim to stay in sync with our customers’ initiatives and offer accessibility to Elastic Path resources to enable success. We also facilitate quarterly business reviews to align on KPIs and long-term roadmap objectives.

Courtney, Senior Customer Success Manager: My primary responsibility is to ensure our customers are achieving their goals and deriving maximum value from our products. I strive to establish and maintain strong relationships with customers, providing them with guidance, support, and solutions to address their needs and challenges. Ultimately, I aim to drive customer satisfaction and retention while identifying opportunities for growth and expansion within my customer base.

Patrick, Senior Director, Customer Success: Along with the rest of the Customer Success team, we look after all our customers ensuring that they are getting maximum value from our product and services. This means getting to know their business intimately, keeping them abreast of our ever-evolving products, and just being there to route their questions or issues to the right people in our organization.

Neil, Customer Success Manager: My role is exactly what my title says, customer success. That doesn't always translate to figuring out how quickly a customer can go live. I am interested in working with our customers to create a path that will create long-term success. I'm also always thinking about additional value I can bring to our customers, from new integrations to optimizing existing technology. My goal is to be a trusted advisor and to ensure our customers are getting the absolute best from Elastic Path.

Power your commerce solution with a customer support team that cares.

Q: What is your favorite part about working with our customers?

Rachel, SVP, Sales & Customer Success: Helping our customers achieve their digital strategies. Our customers come to us with complex problems and thoughts and don’t know yet how they will achieve them. We work closely to roadmap and workshop ideas and figure out a way to solve commerce challenges together. I like to think we’re an extension of our customers' teams and it’s really the highlight of being in Customer Success to see that come together.

Alicia, Manager, Customer Success: I enjoy helping our customers discover more and better ways to leverage our Elastic Path products. That means connecting them with our experts to field product or implementation-specific questions, demonstrating new and upcoming features, and hosting sessions so they can provide feedback to our product development teams.

Courtney, Senior Customer Success Manager: My favorite aspect of working with our customers is the opportunity to make a meaningful impact on their success. It's fulfilling to listen to their needs, provide solutions, and witness their businesses thrive as a result.

Patrick, Senior Director, Customer Success: Hands down my favourite part is learning about their domain. We are experts in ecommerce technology but not experts in selling things online especially in the more unusual domains. Our customers are the experts in that regard. But when I can gain sufficient understanding of their world in such a way that I can offer up a new way of doing things with which they weren’t familiar…well that’s the best moment.

Neil, Customer Success Manager: I enjoy working with merchants as a career because it's so varied. No two days are the same, and I get to work with people across a variety of industries who are passionate about their business. I enjoy getting to learn more about the challenges in the market and the unique approaches our customers take to solve them.

Our customers come to us with complex problems and thoughts and don’t know yet how they will achieve them. We work closely to roadmap and workshop ideas and figure out a way to solve commerce challenges together. I like to think we’re an extension of our customers' teams.

Q: How does the team measure customer success?

Rachel, SVP, Sales & Customer Success: It’s shared success and thinking about what our customers need. What are their goals from pie-in-the-sky to super detailed goals? How do we help them achieve their goals with what we have today? What’s on the roadmap? Are our customers using our platform with ease? We ask ourselves those questions every day.

Alicia, Manager, Customer Success: Ultimately, we strive to keep our customers satisfied with our Elastic Path products and services. Our Customer Success team focuses on not only overall account management, but oversees frictionless and flexible renewals and works with our customers to reach their eCommerce and performance goals. Our customers’ success is our success!

Courtney, Senior Customer Success Manager: The team measures customer success through various health indicators, including customer satisfaction scores, retention rates, and the achievement of key performance metrics. These metrics help us assess the overall satisfaction and engagement of our customers, ensuring we provide value and meet their needs effectively.

Patrick, Senior Director, Customer Success: Pure and simple - retention. That means happy customers come back year after year, who see clearly how they are currently, and can in the future, achieve their desired growth on our platform.

Neil, Customer Success Manager: General happiness. It’s easy to get bogged down by metrics, but I believe that a happy merchant will generally be successful.

Our Customer Success team focuses on not only overall account management, but oversees frictionless and flexible renewals and works with our customers to reach their eCommerce and performance goals. Our customers’ success is our success!

Q: Do you have a fun fact?

Rachel, SVP, Sales & Customer Success: I don’t know how to ride a bike! I’ve never learned, and throughout my career I’ve had multiple clients in the bicycle industry. Maybe the next customer we have that’s a cycling company can teach me how to ride!

Alicia, Manager, Customer Success: I love to stay active, hiking and playing grass volleyball during the summer and playing indoor volleyball year round.

Courtney, Senior Customer Success Manager: I'm an avid outdoor enthusiast with a passion for mountain biking, skiing and yoga.

Patrick, Senior Director, Customer Success: I used to be an architect!

Neil, Customer Success Manager: A few years ago I was in a large musical in the U.K. that was picked up by a large radio station. My singing voice has been broadcast around the U.K.!